Stocked items may be eligible for return within 30 days when unused, uninstalled, uncut and in original saleable condition. Contact Builto before sending materials back.
Customer support
Returns, damaged goods and order changes
Use this page before returning building materials. Heavy, long, cut or special-order goods need the right return path before anything is sent back.
Online return request
Start with your order
Sign in to your customer account, or enter the secure lookup token from the order link. Builto reviews the request before any refund, replacement or stock action.
Contact Builto before installing, cutting or modifying material so the team can check photos and order details.
Custom orders, cut-to-length timber and special-order items are not returnable for change of mind, but Australian Consumer Law rights still apply.
How to request return support
Start request- Check the order
Use the order lookup page so the reference, items and pickup or delivery option are clear.
- Contact support
Send order reference, photos, quantities and whether the order was pickup or delivery.
- Wait for confirmation
Builto confirms whether the goods should be returned, replaced, credited or inspected first.
- Return only after confirmation
Do not send heavy or bulky materials back to our warehouse before support confirms the return path.
Common issues
Help CentreIssueWhat to prepare
Damaged on arrivalTake photos of packaging, product faces, ends and delivery position before moving the goods.
Wrong item suppliedKeep labels and product packaging available for the support team to compare.
Missing quantityCheck cartons, bundled packs and line items before reporting the shortage.
Need to cancel or changeAsk before the order has been staged for dispatch or cut for the job.