At SureBuild Shop, we stand behind the quality of our building materials and trade supplies. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchange process for our trade professionals and serious DIY customers.

Our Returns Policy

You may return most unused items in their original packaging within 15 days of delivery for a refund or exchange. Please note:

  • Items must be in resalable condition with all original packaging and labels
  • Proof of purchase is required (order number or receipt)
  • Customer is responsible for return shipping costs unless the return is due to our error

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Construction Chemicals (once opened)
  • Cement & Lime products (due to moisture sensitivity)
  • Cut-to-size Materials (including custom-cut insulation or blocks)
  • Cleaning & Preparation products that have been opened

These exceptions are clearly marked on relevant product pages.

How to Return an Item

Follow these simple steps to process your return:

  1. Contact Us within 15 days of delivery at [email protected] with your order number and reason for return
  2. Wait for Authorization – We’ll email you a Return Merchandise Authorization (RMA) number and return instructions within 2 business days
  3. Package Securely – Repack the item in its original packaging with all included materials
  4. Ship Your Return – Send the package to our warehouse address (provided with your RMA) using a trackable shipping service
  5. Receive Confirmation – We’ll notify you once we’ve processed your return

Return Shipping

For returns not due to our error:

  • Standard Returns: Customer pays return shipping (we recommend using the original carrier)
  • Defective/Damaged Items: We’ll provide a prepaid return label

Our warehouse address for returns:

SureBuild Shop Returns
61 Arbor Cl, Woods Ln
Derby, GB DE5M 6TY

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5 business days of receipt
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Notification: You’ll receive an email confirmation when your refund is issued

Please allow additional time for your bank or credit card company to process and post the refund (typically 3-10 business days).

Exchange Process

For exchanges of the same product (different size/colour):

  1. Follow the standard return process above
  2. Include a note specifying the replacement item required
  3. We’ll ship the replacement once we receive your return (additional shipping charges may apply)

For exchanges to a different product, we recommend returning the original item for a refund and placing a new order.

Damaged or Incorrect Items

If you receive damaged goods or incorrect items:

  • Contact us immediately at [email protected]
  • Provide photos of the damage or incorrect items
  • We’ll arrange for replacement or collection at no cost to you

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear SureBuild Shop Team,

I would like to request a return for the following item(s) from order #[Your Order Number]:

  • Product Name: [Product Name]
  • SKU/Item Number: [If available]
  • Quantity: [Number of Items]
  • Reason for Return: [Please specify – wrong item, damaged, etc.]

Please advise next steps for returning the item(s).

Best regards,
[Your Full Name]
[Your Contact Number]

Need Help?

Our trade support team is available to assist with any returns questions:

We aim to respond to all return enquiries within 1 business day.