This guide will explain Non-Returnable products, how to action customer queries and what to do if a return has been requested
Guide to Non-Returnable Items
Understanding Non-Returnable Items
At Materials Market, we strive to provide customers with high-quality building materials and ensure transparency in our policies. Certain products are classified as non-returnable, meaning they cannot be refunded or collected once successfully delivered.
This guide will help you understand which items fall under this category and how to communicate this information effectively to customers.
What Are Non-Returnable Items?
The following product categories are non-returnable once delivered:
- Kingspan Insulation
Due to storage, handling, and hygiene reasons, insulation materials such as Kingspan Kooltherm ranges cannot be returned. - Bagged Products (Cement, Sand, Stone, etc.)
Cement, aggregates, and similar bagged materials are susceptible to moisture and contamination, making them ineligible for return. - Made-to-Order Items
Some materials are custom-manufactured or cut to specific sizes upon request. These products cannot be resold and are therefore non-refundable.
B&Q Marketplace Exception
If a customer has purchased an item via the B&Q Marketplace, it can be returned, even if it is marked as non-returnable on the Materials Market platform. This is because B&Q requires all products on its marketplace to be returnable.
To determine if a product qualifies for return under this exception:
- Check the Order Card.
- If the Customer Name is ‘B&Q Sales’, this confirms the order was placed through B&Q and the item is eligible for return.
- Important: Only ask the customer if they purchased via B&Q if the Customer Name is ‘B&Q Sales’.
Do not inform customers who purchased directly from Materials Market that the item could be returnable if bought elsewhere.
How Customers Are Notified
To ensure full transparency, customers are informed about non-returnable items at multiple points before purchase:
- Product Display Pages (PDPs)
A non-returnable label is clearly displayed in the Technical Specification section of each product page. - Order Confirmation Email
Non-returnable items are explicitly identified in the order confirmation email.
Handling Customer Inquiries on Non-Returnable Items
- Check Order Details
Confirm whether the item is marked as non-returnable and whether the order came through B&Q (via the order card). - Politely Explain the Policy
- If the product was not ordered through B&Q, use this example response:
"Unfortunately, the item you purchased is listed as non-returnable on our website. Due to the nature of the product, we are unable to collect or refund this material once it has been successfully delivered." - If the product was ordered through B&Q, process the return in line with B&Q's return policy.
- If the product was not ordered through B&Q, use this example response:
- Provide Alternative Solutions
- For insulation or bulk materials: Suggest they check with local contractors or builders who may be interested in purchasing surplus materials.
- For damaged or incorrect deliveries: Direct the customer to report issues within 24 hours under our Damaged or Incorrect Goods Policy.
Best Practices for Customer Service Team
- Always check the order card to determine if it was a B&Q order before discussing returnability.
- Refer to the product display page and confirmation email to verify non-returnable status.
- Escalate cases only if there is a mistake in listing or a supplier error.
- Avoid discussing B&Q’s return policies with customers unless the order is confirmed to be from B&Q.
Conclusion
Clear communication about non-returnable items helps manage customer expectations and reduces disputes. Following this guide ensures consistent and customer-friendly service while respecting the return policies of both Materials Market and external marketplaces like B&Q.
For further assistance, refer to the Materials Market Returns & Refund Policy or consult a manager for complex cases.
1️⃣ Key Categories of Non-Returnable Products
When informing customers, group products under these main categories:
🧱 Cement, Mortar & Concrete Products
- All bagged cements (paper or plastic)
- Specialist cements (white, sulphate resisting, hydraulic lime)
- Mortar mixes and repair cements
- Bagged concretes and postfix/post mix
How to explain to customer:
“These products are non-returnable because once they leave the supplier, they cannot be resold safely due to quality control and shelf-life issues.”
🪨 Aggregates & Sands – Bulk Bags Only
- Gravel, shingle, ballast
- Sharp sand, plastering sand, soft sand
- Decorative aggregates (slate, granite, limestone, etc.)
How to explain to customer:
“Aggregates and sands are non-returnable as they are supplied in bulk bags or loose packaging, making them unsuitable for resale once delivered.”
🔩 Reinforcement Steel & Mesh
- Steel rebars (all sizes & lengths)
- Reinforcement mesh sheets (A142, A252, A393, etc.)
How to explain to customer:
“Steel reinforcement products are non-returnable as they are cut or sized specifically and can’t be reprocessed once delivered.”
🏗️ Levelling Compounds & Floor Products
- Self-levelling compounds (latex, deep fill, universal)
- Specialist floor screeds
How to explain to customer:
“These compounds are non-returnable due to limited shelf life and storage requirements.”
🌱 Landscaping Materials
- Topsoil, loam, compost & bark
- Decorative gravel and stone chippings (bulk bags)
How to explain to customer:
“Landscaping products are non-returnable as they are perishable, bulky, and cannot be repackaged or resold once delivered.”
🧊 Insulation Boards & Cavity Products
- Kingspan Kooltherm boards (K-Range)
- Cavity closers, stop socks, DPC barriers, fire stop slabs
How to explain to customer:
“Kingspan/Specialty Insulation products are non-returnable because they are cut or stored in ways that affect resale quality once handled.”
🪜 Plasters, Renders & Adhesives
- All bagged plasters (bonding, multi-finish, undercoat, board finish)
- Renders (K-Rend, spray renders, base coats)
- Adhesives, fillers, and bonding compounds
How to explain to customer:
“These products are non-returnable due to their perishability and risk of contamination once dispatched.”
2️⃣ Best Practice When Communicating
✅ Be clear and empathetic: “I completely understand, but unfortunately this product is classed as non-returnable.”
✅ Explain the reason (perishable, bulk, safety, resale quality).
✅ Offer support: Suggest alternatives or double-check order details before confirming purchases.
✅ Direct customers: If in doubt, refer them to the Returns Policy Knowledge Base.
3️⃣ Quick Script Example for Staff
Customer: “Can I return these cement bags?”
Staff:
“I’m afraid cement and mortar products are classed as non-returnable because once they leave the supplier, they can’t be resold safely. If you’re unsure on quantities for future orders, we recommend speaking with us beforehand so we can help you choose the right amount.”