Can I cancel my Click + Collect order?

Not directly. B&Q says it can't cancel Click + Collect orders. The easy workaround: **don't collect it**. If an order sits uncollected for 7 days, B&Q sends it back and refunds your original payment method automatically. If you've already collected it and changed your mind, you can return it to any store within 90 days in its original condition. Bring your order confirmation, the payment card and ID.

When will I get a refund?

B&Q says you'll get your refund **within 14 days** of returning the goods. If the order hasn't been sent, it's within 14 days of telling them you're cancelling. It goes to your original payment method. The refund often shows on the day B&Q confirms it, but some banks list the credit against the original purchase date (or up to 7 days later), so check back there. Verified-seller items follow the same 14-day timeline whether you return in store or from home.

What is B&Q return policy after 90 days?

B&Q's change-of-mind window is **90 days**, and after that it doesn't have to accept a return just because you changed your mind. Your statutory rights still apply, though. If a product is **faulty or not as described**, B&Q will offer a repair, replacement or refund. Return it to any store or call 0333 014 3357 with proof of purchase. For verified-seller items, contact the seller or call 0333 014 3098 (option 1).

What products can I return?

Most products can be returned within 90 days if they're in their original condition. The main exception is **customised items**: anything cut to size, made to measure or mixed to your requirements (like tinted paint) can't be refunded unless it's faulty. Verified-seller items may have their own exceptions and some can't go back to a store, so check the order confirmation. Returning to a store is free. Home collection can cost up to £50.

How do I cancel my B&Q Club membership?

B&Q Club is **free**, so cancelling never saves you money. It just stops the coupon emails and ends your benefits. The Club terms say you can cancel at any time by emailing **BandQCustomerServices@b-and-q.co.uk** or writing to The B&Q Club Membership, B&Q House, Chestnut Avenue, Chandler's Ford, Eastleigh, Hampshire SO53 3LE. If you only want fewer emails, unsubscribing from marketing is quicker, but you'll lose the money-off coupons.

Is the B&Q Club actually free, or are there hidden fees?

Yes, it's free, with no paid tier, no annual fee and no card details needed. You get emailed coupons (usually 10% off or more) and a £5-off-£30 welcome voucher. The only related cost is an optional Hertz van-hire membership fee, which is separate from the Club. So there's no recurring B&Q Club charge to cancel or refund. If you see a recurring 'B&Q' charge, it's probably a finance agreement, an installation instalment or a third-party service.

Does anyone have experience with a b&q return?

Returning to a store is usually straightforward: bring proof of purchase and the payment card, and B&Q will exchange or refund. Home collections are where people get stuck. A Mumsnet user had two collection windows missed in a row. If that happens, **email home.delivery@b-and-q.co.uk** with a dated deadline. Keep proof that you asked for the return inside the 90-day window, and escalate to the Executive Customer Care Team if it's ignored.

REFUND GUIDE

How to Get a B&Q Refund Within the 90-Day Window.

B&Q refunds are per-order, and their own policy gives you a 90-day window. Miss it and you still have tools, a clear email, a card-issuer chargeback. Here's the playbook.

Last verified 9 days ago against B&Q’s own Terms · UK, US, and EU rights covered below

The short answer

Products sold by B&Q (in store, Click + Collect or delivered) can be returned within 90 days in their original condition. Bring proof of purchase and the original payment card. Refunds go back to that card within 14 days of the return, or within 14 days of cancelling if the order hasn't been sent yet. You can cancel delivered orders up to 24 hours before delivery. If you cancel only part of an order, B&Q may recalculate the delivery charge and take it off your refund. Store returns are free, but home collection can cost up to £50. Made-to-measure, cut-to-size and mixed-paint products can't be returned unless they're faulty. Products 'sold and shipped' by verified marketplace sellers go back through the seller's Contact Seller link. Kitchen, bathroom and other supply-and-install orders have a separate 14-day cancellation right in the terms.

Or let yoink chase the refund.

30 seconds to set up. yoink emails B&Q, cites the policy, escalates if ignored, and surfaces the win when the money lands.

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What B&Q actually says

“If you change your mind, you can return your B&Q purchase to us, in its original condition, within 90 days - just bring your receipt, order confirmation or sales invoice with you.”
, verbatim from B&Q’s terms

90-day cancellation windowPro-rata refund: yes

How long does a B&Q refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

Note B&Q’s own policy works on a 90-day window, ask inside it and the request is routine; outside it you’re relying on goodwill or statutory rights.

What you can claim

The law where you live is the strongest hook, lead with it when you contact the company.

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with B&Q for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any B&Q subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail B&Q can’t ignore.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, B&Q has ~45 days to defend. Works regardless of where B&Q is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, European Union)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a B&Q charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

European Union

Consumer Rights Directive 2011/83/EU
14-day withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If B&Q is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The B&Q refund email

Email the right address
Use home.delivery@b-and-q.co.uk, the route yoink has verified actually gets read for B&Q.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi B&Q team,

I'm requesting a refund for my B&Q order (reference [order number], placed on [date], for [amount]). I'm within the 90-day window your policy allows for this.

Please process the refund to my original payment method and confirm by reply.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for B&Q

Yes, for products **sold and shipped by B&Q**, as long as delivery is more than 24 hours away. Call **0333 014 3357** or use Live Chat on the Customer Support pages. To get a paper trail, also email **home.delivery@b-and-q.co.uk** with your order number, name and delivery address. If delivery is due within 24 hours, B&Q won't change the order, so let it arrive and use the returns process. You'll get your refund within 14 days of telling them, as long as the goods haven't been sent.