Refund policy

Returns & Refunds Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be unused, in its original packaging, and in the same condition you received it. You'll also need your receipt or proof of purchase. Please note that some items are excluded from this 30-day window, see "Exceptions" below.

To start a return, contact us at customerservices@venturabuilds.com. Returns must be sent to: 42 Downs Way, Ashford TN27 0LF, United Kingdom.

If your return is accepted, we'll confirm the return process and provide instructions on how and where to send your package. Items sent back to us without first requesting a return may not be accepted.

Damages, defects, and delivery issues

Building materials are often delivered by pallet or courier, so please inspect your order as soon as it arrives, ideally before signing for delivery, and photograph any damage to packaging or product. Contact us immediately if an item is defective, damaged in transit, or if you've received the wrong item, so we can resolve it quickly. This doesn't affect your statutory rights under the Consumer Rights Act 2015, which apply regardless of our own return policy.

Exceptions / non-returnable items

The following cannot be returned under our standard 30-day policy:

• Made-to-order or cut-to-size products — including bespoke cut timber, flooring cut to non-standard lengths, and custom colour-mixed or tinted products — since these are made specifically to your order.
• Hazardous or restricted materials — adhesives, sealants, solvents, and similar chemical products may only be returned via special arranged collection rather than standard courier, due to transport regulations on hazardous goods. Contact us before returning any item in this category.
• Free samples, which are not eligible for return or refund.
• Sale or clearance-marked items are excluded from our voluntary 30-day change-of-mind window (see note below on your separate legal cancellation right, which still applies).

If you're unsure whether your item falls into one of these categories, get in touch before ordering or before attempting a return.

Exchanges

The fastest way to get what you want is to return the item you have, and once the return is accepted, place a new order for the item you'd prefer.

Your legal right to cancel (14-day cooling-off period)

Separately from our own 30-day policy above, if you're a consumer (buying for personal use, not as a business or trade purchase), UK law gives you the right to cancel your order within 14 days of receiving it, for any reason, without needing to give a justification. This applies to online and distance-sale orders regardless of destination, and, if we ship your order into the EU, equivalent rights apply there too under EU consumer law. This legal right cannot be removed by our sale/clearance exclusion above.

To use this right, the item must be returned unused and in its original packaging, with proof of purchase, in the same way as our standard returns process.

Note: this 14-day statutory right generally applies to consumer purchases. If you're ordering through a trade or business account, this legal cooling-off right may not apply in the same way — our own return terms for trade accounts will be set out separately.

Returning Items: Outside the UK/EU

If you're returning an order that was placed and delivered outside the UK and EU, please contact us first at customerservices@venturabuilds.com to explain the issue before sending anything back. Once we've reviewed your reason for return, we'll confirm whether it's approved and provide our return address.

Because many of our products are heavy or bulky, international return shipping can be costly, you're responsible for covering the cost of returning the item to us. In some cases we may use our discretion to refund a portion of the shipping cost, but this isn't guaranteed. Any delivery charges paid at checkout are non-refundable as part of an international return.

Please use a tracked shipping service for any international return, this protects you if the package is lost or delayed in transit, since we're unable to issue a refund for items that don't arrive back with us.

Hazardous or restricted materials (such as adhesives, sealants, and solvents) may be subject to additional international shipping restrictions and could require special arrangements to return, or may not be returnable internationally at all, please contact us before attempting to return items in this category.

The UK/EU 14-day statutory cooling-off right described above applies to orders delivered within the UK and EU. If you're ordering from outside these regions, your return is instead handled under this policy, though you may still have consumer protections under the laws of your own country, and this policy doesn't affect those.

Refunds

We'll notify you once we've received and inspected your return, and confirm whether the refund has been approved. If approved, you'll be refunded to your original payment method within 14 days of us receiving the returned item (or evidence that it's been sent back), this is the legal maximum time frame, and we aim to process most refunds faster. Please note it can take additional time for your bank or card provider to show the refund. If more than 14 days have passed since we confirmed your return was received, contact us at customerservices@venturabuilds.com.

For any questions about your return, contact us at customerservices@venturabuilds.com.