At Bostitch Store, we stand behind the quality of our building materials and hardware products. We want you to be completely satisfied with your purchase of door systems, decking screws, or any other products from our range. If you’re not happy with your order, we offer straightforward returns and exchanges within 15 days of receipt.

Who Can Return Items?

This policy applies to all our valued customers – whether you’re a professional contractor, trade customer, or DIY enthusiast. Our returns process is designed with the building industry in mind, making it easy to return unsuitable items like door handles, cable clips, or flooring materials.

Items That Cannot Be Returned

Please note:

For health and safety reasons, we cannot accept returns on the following products:

  • Fire Doors (once installed or specially ordered)
  • Custom-cut materials (such as specific lengths of door linings or timber)
  • Opened packaging of screws, bolts, or hardware where quantities cannot be verified

Return Conditions

To be eligible for a return or exchange:

  • Item must be unused, in original packaging with all tags/labels attached
  • Original proof of purchase (order number) must be provided
  • Return must be initiated within 15 days of delivery
  • Items must not show signs of installation attempts or damage

Step-by-Step Return Process

1. Initiate Your Return

Email our customer service team at [email protected] with your return request using the template below:

Subject: Return Request – Order #[Your Order Number] Dear Bostitch Store Team, I would like to request a return/exchange for the following item(s) from my order #[Your Order Number]: Product Name: [e.g., Internal Oak Doors, Decking Screws, etc.] Quantity: Reason for Return: [e.g., Wrong size, Damaged on arrival, Changed mind] Please advise on the next steps. Best regards, [Your Full Name] [Your Contact Number] [Your Order Date]

2. Receive Return Authorization

Within 2 business days, we’ll email you a Return Merchandise Authorization (RMA) number and shipping instructions. Please include this RMA number clearly on your return package.

3. Package Your Items

Securely pack the items in their original packaging. For hardware items like carriage bolts or cable ties, ensure all pieces are included. We recommend using protective packaging for fragile items like door handles or glazed doors.

4. Ship Your Return

You have two options for returning items:

  • Self-arranged return: Ship using your preferred carrier (must include tracking)
  • Prepaid label: For faulty items, we may provide a prepaid return label

Send your return to:

Bostitch Store Returns
18 Friargate
Preston, GB PR7X 2JP

5. Processing Your Return

Once received, we’ll inspect the items within 3-5 business days. You’ll receive email confirmation when your return is processed.

Refund Information

Refunds will be issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Original shipping fees are non-refundable unless the return is due to our error.

Exchange Process

For exchanges (e.g., different size of door frames or color of brick slips):

  1. Follow the standard return process above
  2. In your return email, clearly state the replacement item required
  3. We’ll process the exchange once the original item is received
  4. Any price differences will be charged/refunded accordingly

Damaged or Faulty Items

If you receive damaged goods (e.g., cracked tiles or defective door hardware):

  • Contact us within 48 hours of delivery
  • Provide photos of the damage
  • We’ll arrange a replacement or refund at no additional cost

Trade Customer Note: Contractors with business accounts may have different return arrangements. Please contact your account manager for details.

For any questions about our returns policy, don’t hesitate to contact our team at [email protected] or +44 (0)XXXX XXX XXX.