Returns & Refunds - FAQs

• What do I do if an item develops a fault after 30 days?

  If an item is faulty and you purchased it more than 30 days ago, it is our aim to get the problem put right as quickly as possible. We may offer a repair or replacement of the item, or offer a price reduction or refund.

  If the product is to be repaired, and the manufacturer has provided a helpline, repair service or warranty, please contact the manufacturer direct in the first instance. If you require assistance with locating the manufacturer or their contact details, please contact us.

  If there is no such service or warranty with the product, in most instances we will either offer a repair or where this is not possible, we will replace the item with the same or an equivalent model.

  For power tools, we have teamed up with our leading power tool suppliers to offer a free, fast and reliable repair service. This service is available via our stores and through Customer Services. Your faulty power tool will be repaired and returned to you ready to use. Using this service can often be the fastest way to get any problem put right. The service is available for power tools from the following manufacturers:

  

  Remember you must register your extended power tool warranty online within 28 days of purchase. Visit Warranty page for more details.

• My product is faulty but is still guaranteed by the manufacturer, what do I do?

  You will need to contact the manufacturer directly in the first instance for assistance. The guarantee information should have been provided with the product at the point of purchase. However, if you require assistance with locating the manufacturer or their contact details, please contact us.

• What should I do if I’ve already installed something which has developed a fault?

  If the item is installed, please check first whether the manufacturer has provided a helpline, repair service or warranty. If you require assistance with locating the manufacturer, or your product was not supplied with such a warranty or service please visit a store or contact us.

  If your item develops a fault within 30 days from the date of purchase, then you will be able to reject the goods and receive a full refund or a replacement. After 30 days, we may offer a repair or replacement of the item or offer a price reduction or refund.

• Do I need to provide a cancellation form?

  By law, we have to provide you with this Cancellation Form. However, you do not have to use it and you may find one of the other methods of cancellation/return more convenient.

• Which items are excluded from the 30 day ‘unwanted’ returns policy?

  Certain items are marked in the catalogue or on the website as being excluded from the 30-day unwanted items return policy. This includes goods that are cut, mixed or made to your requirements, as well as used macerators, toilets and water pumps.

  We cannot accept the return of unwanted boilers, boiler parts or boiler spares where the product box/packaging has been opened.

• What happens if my items delivered or collected from store are damaged or incorrect?

  If you have received your delivery and products are damaged or incorrect, please contact us as soon as possible with your order reference and full details of the products, so that our teams can resolve this for you.

  For instore orders, where possible, always check the goods before leaving the premises, if you have collected your order from store and your items are damaged or incorrect, please return to the store with the items so that the team can resolve this for you.

• I've not received my refund yet, how long does this take?

  Refunds to card can take 3-5 working days, refunds to PayPal can take 5-10 working days. If you have not received your refund within the timeframe detailed, please contact us with your order and refund details.

• I paid by PayPal on the website, how do I get a refund?

  The quickest and easiest way is to take the product into your nearest Screwfix Store where the team will request the refund to be processed centrally. Alternatively, in store we can also arrange an exchange, replacement product or a system credit instead.

• I need a spare part for my item, will Screwfix be able to supply this?

  Currently, we do not supply spare parts for all items that we sell. First of all, please check the item description and any related products on our website, further details may also be supplied in the Q&A section for the particular item.

  Spare parts may also be available direct from the manufacturer, if your item was supplied with an instruction manual, please check this, or alternatively, please contact us for further help.

  Erbauer spare parts are however now available from Sertronics our Screwfix approved repair agent. Please contact Sertronics on 0330 124 811 for support.

• Can I return something to store even if I didn’t buy it at that particular store?

  Yes, unless the item has been delivered by one of our approved suppliers. Whether you bought the item in another Screwfix Store or you ordered online or over the phone and had it delivered, you can usually take it back to any of our stores - this is the quickest way to process your return. Please provide the original order reference when returning the item.

• I can’t return the item to a store easily, what should I do?

  If there is not a Screwfix Store near you or you are unable to return a particular item to a store, you can call us on 03330 112 112 to arrange a free collection.

• My item has come direct from one of your approved suppliers, How do I return it?

  There are 2 ways in which you can return items that have been delivered direct from one of our approved suppliers.

  Some of these items can be returned to your nearest Screwfix store, other items require collection and you can do this by calling us on our mobile friendly number 03330 112 112.

  For the most up to date returns information for your item please visit the product page on our site and this information will be in clear red messaging.

  Please note – Some items are excluded from our 30 day money back guarantee. This could be items that have been made to order or cannot be returned for sanitary reasons. For more information please visit our Supplier help page.

• How do I know if my product is from one of your approved suppliers?

  Please check your order confirmation email, this will inform you if your product is being delivered directly from one of our approved suppliers. Alternatively you can view this information by visiting your account.

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