Refund Policy

This policy sets out the returns policy for goods or services purchased through the online store operated by IQ Builders Merchant Ltd.

We want you to be completely satisfied with your purchase. Please read our Returns & Refunds Policy carefully before initiating a return.

Damaged or Incorrect Items

All items are carefully inspected before dispatch. However, if your order arrives damaged, defective, or incorrect, you must notify us within 48 hours of delivery. Please contact us with clear photos and a description of the issue so we can assess the situation promptly.

Failure to notify us within this timeframe may affect your eligibility for a return or refund. Some types of goods are exempt from being returned for a refund where they are perishable (e.g. including but not limited to cement, post mix, multi finish, or where they are hazardous materials or flammable liquids or gases).

Faulty or Not-as-Described Items

If the item you purchased is faulty, does not work as intended, or you believe it was not as described in the product listing, please contact us before requesting a refund. In many cases, we may be able to resolve the issue quickly through troubleshooting, replacement, or another suitable solution without the need for a return.

Returns Process

If a return is approved, you will be provided with return instructions. Items must be returned in their original condition, unused, and with all original packaging where applicable.

Once your return is received and inspected, we will contact you to inform you whether your refund has been approved or declined.

Refunds

If approved, your refund will be processed and credited back to your original method of payment within 5 business days. Please note that processing times may vary depending on your payment provider.

Additional Notes

  • Shipping costs are non-refundable unless the return is due to our error or a faulty item.

  • All returns/Refunds will be subject to a restocking charge. This will be confirmed by our staff prior to the return agreement.

  • We reserve the right to refuse returns that do not meet the conditions outlined above.

If you have any questions regarding returns or refunds, don't hesitate to get in touch with us, and we’ll be happy to assist you.