Shipping & Returns

At SureBuild Shop, we’re committed to providing trade professionals and serious DIY enthusiasts with high-quality building materials and efficient service. Below you’ll find all the details about our shipping options and straightforward returns process.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and public holidays). You’ll receive an email confirmation with tracking information once your order ships.

Shipping Methods & Delivery Times

Shipping Method	Carrier	Delivery Time	Cost	Best For
Standard Shipping	DHL or FedEx	10-15 business days after dispatch	£12.95	Urgent orders under £50
Free Shipping	EMS	15-25 business days after dispatch	Free on orders over £50	Non-urgent bulk orders

Tracking Your Order

Once dispatched, you’ll receive a tracking number via email. Use this to monitor your package’s progress through the carrier’s website.

Returns & Exchanges Policy

We stand behind our building materials and trade supplies. If you’re not completely satisfied, you may return most unused items in their original packaging within 15 days of delivery.

Eligibility for Returns

To qualify for a return:

• Items must be unused and in resalable condition
• Original packaging and labels must be intact
• Proof of purchase (order number or receipt) is required
• Return request must be initiated within 15 days of delivery

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)
• Opened Cleaning & Preparation products

These exceptions are clearly marked on relevant product pages.

How to Return an Item

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 using a trackable shipping service:
   SureBuild Shop Returns
   61 Arbor Cl, Woods Ln
   Derby, GB DE5M 6TY
5. Receive Confirmation – We’ll notify you once we’ve processed your return

Return Shipping Costs

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

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

Need Help?

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

• Email: [email protected]
• Phone: [Insert contact number]

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