Terms of service
Overview
This website is operated by UK Building Supplies. Throughout the site, the terms “we”, “us” and “our” refer to UK Building Supplies.
UK Building Supplies supplies building, landscaping, paving and construction-related products through an online ordering model. Orders may be fulfilled directly by UK Building Supplies or through suppliers, manufacturers, merchants, courier networks, pallet networks and third-party haulage partners.
By visiting our website, using our services or purchasing from us, you agree to be bound by these Terms of Service, together with our Refund Policy, Shipping Policy, Privacy Policy and any other policies or notices shown on our website.
Nothing in these Terms affects your statutory rights.
Contact Information
UK Building Supplies
UK Contracts Group
The Office
5 Windrush Road
Kesgrave
Ipswich
IP5 2NY
United Kingdom
Email: simon@ukbuildingsupplies.co.uk
UK Building Supplies may also use operational yard or storage locations for stock handling, logistics or order fulfilment. These are not public trade counters. Customer collections are not available unless agreed by us in writing before ordering.
Section 1 - Online Store Terms
By using this website, you confirm that you are legally able to enter into a contract and place an order.
You must not use our website, products or services for any illegal, unauthorised or unlawful purpose.
You must not transmit viruses, malware or any code intended to damage, interfere with or disrupt the website or service.
We reserve the right to refuse service, cancel orders or restrict access where we reasonably believe there has been misuse, fraud, abuse, incorrect information, illegal activity or breach of these Terms.
Section 2 - Consumer, Trade and Business Customers
UK Building Supplies sells to both consumers and business/trade customers.
If you are purchasing for personal domestic use, you may have consumer rights under UK consumer law, including cancellation rights for some online orders.
If you are purchasing for business, trade, commercial, professional, resale, development, landlord, contractor, construction or property renovation purposes, your order may be treated as a business-to-business order.
Business-to-business orders do not have the same statutory cancellation rights as consumer orders.
Returns for business, trade and commercial orders are accepted at our discretion only and may be subject to supplier restocking charges, collection charges, haulage charges, handling charges, failed collection charges and administration costs.
By placing an order, you confirm that you have checked all product details, sizes, colours, quantities, pack sizes, coverage, specifications, suitability and delivery requirements before ordering.
Section 3 - Orders and Acceptance
When you place an order through our website, you are making an offer to purchase the goods.
An order is not accepted until we have processed it and confirmed it with the relevant supplier, manufacturer, merchant, warehouse, courier or haulage partner.
We reserve the right to refuse, cancel or amend an order where:
- the product is unavailable
- the price is incorrect
- the product information is incorrect
- delivery is not possible to the address provided
- fraud or misuse is suspected
- payment has not been authorised
- supplier restrictions apply
- the order appears to be placed by a reseller, dealer or distributor without prior agreement
- there is an error in stock, pricing, description, shipping or product availability
If we cancel an order before it is fulfilled, we will refund any amount paid for the cancelled item.
Section 4 - Product Information and Suitability
We make every effort to ensure that product information, images, colours, sizes, pack quantities, coverage, specifications and prices are accurate.
However, product images are for illustration purposes only. Colours, finishes, textures, batch appearance, packaging and product details may vary due to photography, screen settings, natural product variation, manufacturer updates or batch differences.
Customers must check product names, colours, sizes, pack sizes, coverage, quantities, specifications and suitability before ordering.
We are not responsible for a customer ordering the wrong product, colour, size, quantity, finish, pack size or specification where the goods have been supplied correctly in line with the order.
Where exact matching is important, including batch-sensitive products, customers should contact us before ordering.
Section 5 - Product Checking Before Cutting, Fitting or Installation
Customers, installers, tradespeople and any person acting on behalf of the customer are responsible for checking all goods before they are cut, fitted, laid, installed, modified or otherwise used.
This includes checking the product type, quantity, roll length, measurements, colour, finish, batch, condition, packaging labels, delivery labels, product suitability and coverage before any work begins.
Packaging labels, supplier labels, roll labels, pallet labels and delivery markings are provided for identification, dispatch and handling purposes only. They must not be relied upon instead of physically checking and measuring the goods before use.
If there is any suspected issue, discrepancy, shortage, incorrect item, damage, measurement concern, colour concern, batch concern or suitability concern, the customer or installer must stop work immediately and contact us before cutting, fitting, laying, installing, altering or using the goods.
Once goods have been cut, fitted, laid, installed, modified or otherwise altered, we cannot accept responsibility for cutting errors, installation errors, incorrect measuring, failure to check goods before use, wasted material, labour costs, fitting costs, delay costs, removal costs, replacement labour or any other consequential losses.
This does not affect your statutory rights where goods are proven to be faulty, damaged, not as described or supplied incorrectly before being cut, fitted, installed, altered or used.
Section 6 - Product Availability and Stock
Stock levels change regularly and cannot be guaranteed until the order has been processed and confirmed with the relevant supplier, manufacturer, merchant or fulfilment route.
Product pages may show anticipated delivery timescales, but these are estimates and may change depending on stock, supplier availability, delivery routing and haulage availability.
If an item is out of stock, we will contact you to either arrange a different delivery date where possible or issue a refund.
Section 7 - Pricing
Prices are subject to change without notice.
We reserve the right to correct errors in pricing, delivery charges, product descriptions, promotions, discounts or availability.
Where an obvious pricing or listing error has occurred, we may cancel the order and refund any amount paid.
Section 8 - Payment
Payment must be made at the time of ordering unless agreed otherwise in writing.
Payments are processed by third-party payment providers. We do not store full card details on our own systems.
Orders will not usually be processed until payment has been authorised.
Section 9 - Delivery
Delivery is governed by our Shipping Policy.
Most orders are delivered within the timescale shown on the product page or within approximately 2-5 working days where available, but delivery times are estimates only.
Some orders may be delivered directly by UK Building Supplies, suppliers, manufacturers, merchants, couriers, pallet networks or third-party haulage partners.
The delivery vehicle and driver may not be branded as UK Building Supplies.
Customers must ensure safe and suitable delivery access is available before ordering. This includes clear access, suitable unloading space, safe ground conditions and no unsafe obstructions such as overhead cables, trees, parked vehicles or restricted access.
Drivers and hauliers make the final decision on whether delivery can be completed safely.
We strongly advise customers not to book tradesmen, installers, plant hire or other works until goods have been received and checked.
UK Building Supplies is not liable for indirect or consequential losses caused by delivery delays, including labour costs, contractor costs, plant hire, missed installation dates, loss of profit or project delays.
Section 10 - Large, Heavy, Palletised and Manufacturer-Delivered Goods
Many products sold by UK Building Supplies are large, heavy, palletised, crated, fragile, manufacturer-delivered or delivered by specialist haulage.
Delivery may be completed by articulated lorry, rigid lorry, crane vehicle, HIAB, Moffett, tail-lift vehicle, pallet network, courier vehicle, supplier vehicle or third-party haulier.
Some deliveries require firm, flat, hard-standing ground. Pallet trucks cannot usually move safely over gravel, grass, soft ground, mud, steep slopes, loose stone, kerbs or uneven surfaces.
Where a customer requests or instructs a delivery vehicle to enter private property, including driveways, private roads, paved areas, grassed areas or other private land, the customer accepts responsibility for any damage caused by vehicle weight, access limitations or ground conditions.
Section 11 - Failed Delivery, Refused Delivery and Access Issues
If delivery cannot be completed because the customer is unavailable, the address is incorrect, access is unsuitable, the site is unsafe, the customer refuses delivery, or the customer is unable to accept the goods, additional charges may apply.
These charges may include:
- failed delivery charges
- redelivery charges
- waiting time
- storage charges
- supplier charges
- return haulage charges
- collection charges
- administration costs
For large, heavy, palletised or manufacturer-delivered goods, these charges can be substantial.
Section 12 - Cancellations After Dispatch or Allocation to Transport
Once an order has been dispatched, allocated to transport, loaded, routed or sent through a supplier/manufacturer delivery network, cancellation may result in direct transport, return, holding, storage, supplier or haulage charges.
Where a customer cancels after goods have entered the delivery process, refuses delivery, orders incorrectly, or requests a return where goods have been supplied correctly, the customer may be responsible for direct return or collection costs where permitted by law.
This does not apply where goods are faulty, damaged, not as described or supplied incorrectly by us.
Section 13 - Returns and Refunds
Returns and refunds are governed by our Refund Policy.
Customers must contact us before returning any goods. Goods returned without prior written approval or return instructions may not be accepted.
Consumer customers may have statutory cancellation rights for online orders, subject to exclusions and conditions set out in law and in our Refund Policy.
Business, trade and commercial returns are accepted at our discretion only.
No refund will be processed until goods have been returned, inspected and any applicable return costs, collection costs, supplier charges or deductions have been confirmed.
Section 14 - Wrong Product Ordered By Customer
Customers are responsible for checking all product names, colours, sizes, quantities, pack sizes, coverage, specifications, delivery requirements and suitability before ordering.
If the customer orders the wrong product and the goods have been supplied correctly by us, this is treated as a customer error, incorrect-order or change-of-mind return.
Where a consumer cancellation right applies, the customer remains responsible for the direct cost of returning the goods unless the goods are faulty, damaged, not as described or supplied incorrectly by us.
Where the order is business, trade, commercial, outside the statutory cancellation period, or accepted only as a goodwill return, the return may be subject to supplier restocking charges, collection charges, haulage charges, handling charges and administration costs.
Section 15 - Marshalls Products and Supplier Charges
Marshalls products may be delivered directly through the Marshalls transport network and may be supplied on pallets, crates or specialist haulage.
Customers must check product names, colours, sizes, pack sizes, coverage, quantities and suitability carefully before ordering.
If a customer orders the wrong product, changes their mind, refuses delivery or requests a return where goods have been supplied correctly, direct return collection charges may apply.
For Marshalls products, return collection charges are typically £250 + VAT and may be higher depending on the product, location and return requirements.
For business, trade, commercial or goodwill returns, Marshalls may also apply supplier restocking charges of up to 30% of the goods value.
Where applicable, these supplier charges will be deducted from any refund or charged separately.
Consumer statutory rights are not affected.
Section 16 - Tobermore and Imported Supplier Goods
Some Tobermore products and other supplier goods may be imported, specially routed or delivered from outside mainland Great Britain.
Where goods are already in transit, loaded, allocated or en-route from a supplier, cancellation or return may result in supplier, haulage, return or handling charges unless the goods are faulty, damaged, not as described or supplied incorrectly by us.
Section 17 - Damaged, Faulty or Incorrect Goods
Customers must inspect goods as soon as possible after delivery.
If goods arrive damaged, faulty, incomplete or incorrectly supplied, customers must contact us as soon as possible with the order number, photos and a clear explanation of the issue.
Where goods are faulty, damaged, not as described or supplied incorrectly by us, we will deal with the matter in line with your statutory rights.
Customers must not install, use, move, cut, alter, split packs, dispose of packaging, discard labels or otherwise interfere with goods once an issue has been identified, unless we have confirmed this in writing.
Goods should be kept in the condition received so the issue can be investigated properly with the supplier, manufacturer, courier or haulage partner.
Doing so may affect our ability to investigate and may affect any available remedy.
Section 18 - Non-Returnable Items
We cannot usually accept returns for:
- bespoke, personalised, custom-made or made-to-order products
- artificial grass or other products cut to size
- split packs or products specially split at the customer’s request
- special-order products sourced specifically for the customer where cancellation rights do not apply
- perishable goods
- hazardous goods
- products that have been used, installed, damaged, opened, mixed, altered or are no longer in resaleable condition
- goods without original pallet wrapping, crate packaging, labels or banding where this affects resale or supplier return acceptance
- sale items or gift cards, except where required by law
Nothing in this section affects your statutory rights where goods are faulty, damaged, not as described or supplied incorrectly by us.
Section 19 - Collections, Failed Collections and Charges
Where a collection is arranged, the customer must ensure the goods are available, accessible, safe to collect, securely packaged and in the agreed location at the agreed time.
All collection arrangements must be confirmed in writing.
If a collection fails because the goods are unavailable, inaccessible, moved, removed, unpacked, unsafe to collect, not ready, or the customer prevents collection from being completed, additional charges may apply.
These charges may include failed collection charges, waiting time, redelivery charges, return haulage charges, supplier charges, storage charges and administration costs.
Section 20 - Customer Accounts and Billing Information
You agree to provide current, complete and accurate purchase and account information.
You agree to promptly update your information, including email address, phone number, billing address and delivery address, so that we can complete your order and contact you where needed.
We are not responsible for delivery issues, delays or failed deliveries caused by incorrect or incomplete customer information.
Section 21 - Third-Party Tools, Links and Services
Our website may include third-party tools, links, apps, payment systems, review platforms, marketing tools or embedded content.
We are not responsible for third-party websites, services, policies, content, accuracy, availability or security.
Use of third-party services is at your own risk and may be subject to the third party’s own terms and privacy policies.
Section 22 - User Comments, Reviews and Submissions
If you submit reviews, comments, feedback, images, suggestions or other content, you agree that we may use, publish, edit or display that content where permitted by law.
You must not submit content that is unlawful, abusive, defamatory, misleading, obscene, threatening, fraudulent, spam, infringing or harmful.
We reserve the right to remove or refuse content that we consider inappropriate or unlawful.
Section 23 - Personal Information
Your submission of personal information through the website is governed by our Privacy Policy.
Section 24 - Prohibited Uses
You must not use the website or services:
- for any unlawful purpose
- to infringe intellectual property rights
- to submit false or misleading information
- to upload viruses or malicious code
- to collect or track personal information of others
- to spam, phish, scrape, crawl or interfere with the website
- to harass, abuse, threaten, defame or discriminate
- to circumvent security features
- to place fraudulent orders
- to misuse discounts, promotions or checkout systems
We reserve the right to terminate or restrict access where prohibited use is suspected.
Section 25 - Disclaimer and Limitation of Liability
We do not guarantee that the website will be uninterrupted, secure, error-free or always available.
We do not guarantee that product information, stock information, prices or delivery estimates will always be free from errors, although we will correct errors where identified.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so.
Subject to your statutory rights, UK Building Supplies will not be liable for indirect, incidental, special or consequential losses, including loss of profit, loss of revenue, loss of business, labour costs, contractor costs, plant hire, project delays or missed installation dates.
Section 26 - Indemnification
Where permitted by law, you agree to indemnify and hold harmless UK Building Supplies, its owner, employees, suppliers, contractors, service providers and partners from claims, losses, costs, damages or expenses arising from your breach of these Terms, misuse of the website, incorrect information supplied by you, or violation of any law or third-party rights.
This section does not affect your statutory rights as a consumer.
Section 27 - Severability
If any part of these Terms is found to be unlawful, void or unenforceable, that part will be treated as removed or limited to the minimum extent necessary. The remaining sections will continue to apply.
Section 28 - Entire Agreement
These Terms, together with our Refund Policy, Shipping Policy, Privacy Policy and other website policies, form the agreement between you and UK Building Supplies for use of the website and purchase of goods.
Section 29 - Changes To These Terms
We may update these Terms from time to time.
The latest version will be published on this page.
Your continued use of the website after changes are posted means you accept the updated Terms.
Section 30 - Governing Law
These Terms are governed by the laws of England and Wales.
Nothing in this section affects mandatory consumer protections that may apply in your local jurisdiction.
Section 31 - Contact
Questions about these Terms should be sent to:
simon@ukbuildingsupplies.co.uk
UK Building Supplies
UK Contracts Group
The Office
5 Windrush Road
Kesgrave
Ipswich
IP5 2NY
United Kingdom