Refund policy
Return and Refund Policy – Built Again
We want you to be happy with your Built Again purchase. If there is a problem with your order, please contact us and we will do our best to resolve it.
Returns
For products eligible for return, please contact us within 14 days of receiving your order to tell us that you wish to return it. After notifying us, you will normally have a further 14 days to return the goods.
Items should be returned unused, unworn and, where reasonably possible, in their original condition. You may be responsible for return postage unless the product is faulty, damaged, incorrect, or we have agreed otherwise.
Made-to-Order and Personalised Products
Some Built Again products are produced specifically after an order is placed. Where an item is genuinely personalised, customised or made to your individual specifications, the statutory right to cancel may not apply.
This does not affect your rights if an item is faulty, damaged, incorrectly supplied or otherwise does not meet your legal rights.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives. If an item is damaged, faulty or you receive the wrong product, contact us as soon as possible and include your order number and photographs where appropriate.
We will assess the issue and arrange an appropriate replacement, refund or other remedy where applicable.
Exchanges
If you require a different size or product, please contact us first. Exchange availability may depend on the product and fulfilment method.
Refunds
Once an eligible return has been received and inspected, we will let you know whether the refund has been approved.
Approved refunds will be returned to the original payment method. The time taken for the refund to appear in your account may depend on your bank or payment provider.
Exceptions
Certain products may not be returnable where an exception permitted by law applies, including certain personalised or custom-made goods and certain sealed goods where the seal has been broken for health or hygiene reasons.
Your Statutory Rights
Nothing in this policy is intended to limit or exclude your statutory rights under UK consumer law.
Contact Us
To request a return, report a problem or ask a question about a refund, please contact Built Again using the contact details provided on our website.
Please contact us before sending any item back, as the correct return address may vary depending on the product.