Returning An Item

We hope that you will be happy with everything you purchase from Robins DIY. If you are not happy with your purchase, please return your product with proof of purchase (this can be a till receipt or an order confirmation email) and in the same condition as you bought it (including being in its original packaging), within 30 days from the date of purchase or receipt of the product, whichever is the latest date and we will happily offer a replacement or a refund.

If your purchase is faulty

If your product develops a fault within 30 days, please bring it to the shop or contact us and we will offer you an exchange or refund. If you brought online you will be responsible for paying return shipping and this must be a tracked service. We do not offer a free returns service. 

If your item develops a fault

Within 30 days of purchase or receipt of the goods:

• We’ll offer you a full refund or an exchange.

After 30 days of purchase or receipt of the goods:

• We’ll repair or replace the goods in accordance with the terms of the Consumer Rights Act 2015.

This does not affect your statutory rights

Receiving your refund

We will issue all refunds using your original payment method. If you originally paid for a product by debit or credit card, a refund will be issued to the same card used for payment.

Things to note:

Unfortunately unless they are faulty, we can’t return or exchange: 

• Made to measure goods
• Gift cards
• Perishable items (plants, turf etc.)
• Out of date products
• Products that were marked as non-returnable when you bought them
• 
  

Ways to return

Bring to a store

You can return your product free of charge our shop even if you’ve bought online or via the app.

Via Post

If you post item back to us, but this cost is to be covered by you and you must use a tracked service with proof is shipping. 

Right to cancel online orders

Under the Consumer Contracts Regulations 2013 you have the right to cancel your order, when you buy online, through the app or via the phone, at any time up to 14 calendar days after the day on which you receive your delivery. If, for example, you receive your order on a Monday, you’ll have 14 days from the Tuesday to contact our customers services team.

If you plan to return your product to a store, and you’ve paid for delivery as part of your online, app or telephone order, you’ll be refunded the full amount, including the delivery charge. Store returns are made at your cost and must take place within 14 days of the cancellation.

If you cancel before the item is dispatched, you will receive all your money back.

We’ll issue your refund using your original payment method i.e. credit/debit card within 14 days of us receiving the returned item(s) or you providing evidence of having returned the goods (for example, a proof of postage from the Post Office), whichever is sooner.

We are within our rights to reduce your refund to reflect any reduction in the value of the products caused by damage while in your possession.

PayPal

Returning items purchased via PayPal

PayPal orders can’t be refunded in store. We’ll offer you an exchange to the same value or your money will be refunded onto a gift card.

PayPal Refunds

If you require a refund, please contact us via our Customer Service team. A refund will be processed once the item is back with us.

As a consumer, you may have additional rights and this policy does not affect these rights.