Refund policy

Terms of Service

General Notice: Reporting Issues If you discover any issues (damaged, lost, or missing items) after delivery, please notify us within 48 hours by emailing us at sales@bpmsupplies.ie. To help us with your inquiry, please include images of the damages.

1. Returns & Refunds Policy

1.1 Return Window Our refund and exchange policy is valid for 21 days from the date you are notified that your order is ready for collection or has been delivered. After 21 days, we are unfortunately unable to offer a refund or exchange.

1.2 Condition for Returns To be eligible for a return, your item must meet the following criteria:

  • It must be unused and in the same condition that you received it.

  • It must be in its original, unopened packaging, suitable for immediate resale.

1.3 How to Process a Return All returns must be brought back to our warehouse in Portlaoise. Please contact us at sales@bpmsupplies.ie before returning an item to receive authorisation.

1.4 Restocking Fee A 30% restocking fee is applied to all eligible returns. This is a direct fee passed on to us by our manufacturers to cover their internal processing, paperwork, and administrative costs. This fee also helps us recoup our own non-refundable payment processing fees and the two-way shipping costs required to send the product back to the manufacturer.

  • Bulk Discounts: If you return items from an order that received a bulk discount, your refund will be adjusted to reflect the non-discounted price if the remaining items no longer meet the discount criteria.

1.5 Non-Returnable Items Certain products are not eligible for return. This will be clearly stated in the product description on our website. Please check the product page carefully before purchasing. The brands and product types listed below frequently include non-returnable items; however, this list is not exhaustive:

  • Affected Brands/Categories: Deanta, Whiteriver, Krontext, Robusto, Black Doors, Oak Doors, Walnut Doors, Acoustic Panels, Stairs Parts, Nero Steel Doors, Firewave, Henley, Suir.

1.6 Order Cancellations If you wish to cancel an order, you must do so via email within 24 hours of placing it to avoid the restocking fee.

2. Delivery & Shipping Policy

2.1 Damaged or Missing Goods It is crucial to inspect your order immediately upon delivery.

  • If you notice any damage, please refuse the delivery if possible.

  • You must notify us of any damaged, lost, or missing goods by email to sales@bpmsupplies.ie within 48 hours of receipt.

  • Requirement: Your email must include photographic evidence of the damage.

  • Claims for damages or missing items cannot be accepted after the 48-hour window has expired.

2.2 Delivery Service & Timescales We offer nationwide delivery across Ireland and Northern Ireland.

  • Dispatch & Timing: Standard orders are dispatched within 24 hours. Delivery typically takes 3-15 working days (Monday-Friday, excluding public holidays). This is a guideline, and we are not liable for delays outside our control.

  • Delivery Window: Deliveries are made between 8:00 am and 6:00 pm.

2.3 Kerbside Delivery All deliveries, especially for paving and other bulky goods (typically over 30kg), are kerbside only.

  • What this means: The driver will position their vehicle as close as safely possible to your address and unload the goods onto the kerbside. Drivers are not permitted to move items onto your driveway or into your property.

  • Customer Responsibility: You are responsible for moving the goods from the kerbside to your property. BPM Supplies is not liable for any injuries incurred during this process or for any goods stolen after delivery has been completed. The courier will not remove pallets or packaging.

2.4 Redelivery Fees If delivery cannot be completed because no one is available or the contact number is unanswered, a redelivery fee will be charged for a second attempt.

3. Important Pre-Installation Notice

Do not schedule any tradespeople or begin installation work until you have received your complete order and have thoroughly inspected it for any damages, defects, or missing parts. BPM Supplies is not liable for any installation costs or replacement delivery fees if this check is not performed beforehand.

3.1 Special Conditions for Doors

  • All doors must be carefully inspected for correct sizing, glass type, and finish before any installation or modification.

  • Any alteration or modification to a door makes it ineligible for return.

  • Once a door is removed from its packaging and installed, it is considered accepted.

4. Order Management

4.1 Changing Your Order To request a change, please email your order number and details to sales@bpmsupplies.ie. Changes can only be accepted via email.

4.2 Collection From Our Store You can collect from our warehouse in Portlaoise. We will contact you when your goods are available. Orders will be held for up to 10 days. Please wait for our notification before travelling.