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Terms and Conditions

London Building Supplies (LBS)
167–169 Great Portland Street, 5th Floor, London, W1W 5PF
Telephone: +44 203 828 7773
Email: Sales@londonbuildingsupplies.co.uk

These Terms & Conditions apply to orders placed with London Building Supplies (LBS) through our website, email, telephone, WhatsApp or sales team, and to your use of this website.

Part A – Orders, Delivery & Returns

1. Orders & Product Information

  • Product descriptions, specifications, dimensions, coverage and images are provided as guidance and may be subject to manufacturer updates.
  • Customers should check that the selected product is suitable for the intended application before ordering.
  • Where technical information is critical to a project, customers should confirm the specification with the manufacturer or an appropriately qualified professional.
  • Product availability is subject to current stock and supplier availability.
  • Some products may be sourced specifically for an individual order and may therefore have different cancellation or return conditions.

Equivalent Products

Where the originally ordered product becomes unavailable, LBS may offer an equivalent product.

  • Equivalent products may be from a different manufacturer or brand.
  • The proposed alternative will be selected based on comparable technical specification and intended application.
  • Customers will be informed before an alternative product is supplied.
  • If a suitable alternative cannot be provided, the available options will be discussed with the customer.

2. Pricing & Payment

  • Website prices are subject to change and may be affected by manufacturer, supplier, transport and market price changes.
  • Where a supplier price changes after an order has been placed but before the goods have been sourced or dispatched, LBS may need to review the price with the customer before proceeding.
  • Promotional, trade, account and special pricing may be subject to specific conditions.
  • No surcharge is added to consumer debit or credit card payments, in line with UK payment regulations. Where a customer cancels, amends or reschedules an order without adequate notice, or a delivery cannot be completed for reasons within the customer's control, LBS may, at management's reasonable discretion, apply a charge to recover costs incurred, including non-refundable payment processing fees. This charge is applied together with the cancellation, restocking, failed-delivery and redelivery charges in Sections 4, 5, 6 and 11, and no cost will be charged twice. Where reasonably practicable, we will tell the customer about any charge before it is applied. This does not affect consumers' statutory rights.
  • Customers remain responsible for providing accurate billing and payment information.

VAT

  • All prices are subject to UK VAT at the applicable rate.
  • Certain products may qualify for a reduced or zero rate of VAT – for example, insulation supplied for a qualifying new-build residential project – where the required evidence is provided. Please speak to our sales team if you believe this may apply to your order.

Price Changes

The insulation industry is competitive and manufacturer prices can change. Where an order is affected by a supplier or market price increase:

  • We will notify the customer where applicable, before the order is dispatched.
  • The revised price may need to be accepted before the order proceeds.
  • Where cancellation is available, any refund will be handled in accordance with these Terms & Conditions and applicable law.
  • Where stock is running low and new stock has to be acquired at a higher price, the order may be subject to the new price, and we will tell you before proceeding.

3. Delivery

Standard Delivery

  • Most deliveries are expected within 2–3 working days.
  • Some products or locations may require up to 5 working days or longer.
  • Delivery times are estimates and cannot be guaranteed.
  • Typical delivery hours are approximately 7:00 am–3:00 pm. We are unable to provide an exact delivery time on the day because of varying delivery routes and road and traffic conditions.
  • Delivery times may be affected by traffic, weather, supplier delays, stock availability, site access and other circumstances outside our reasonable control.
  • Once an order has been placed, we will normally contact the customer by email or phone with an estimated delivery date. This is an estimate and not a precise arrival time.

Delivery Access

Customers are responsible for providing suitable access for the delivery vehicle.

Standard delivery is generally kerbside. Drivers are generally insured to deliver to kerbside only. Any offloading carried out by a driver is at the driver's own discretion.

Customers should advise us before delivery (for example in the order comments) if the site has:

  • Restricted vehicle access
  • Parking restrictions
  • Narrow roads
  • Height or weight restrictions
  • Loading restrictions
  • Permit requirements
  • Difficult access to the property
  • Restrictions on where goods can be unloaded

Drivers are not required to carry goods into a property, building or specific room.

Remote & Offshore Locations

For more remote or offshore locations, additional delivery costs may apply. Any additional cost will be disclosed to the customer and agreed before payment is taken.

4. Site Access, Parking & Additional Charges

Customers are responsible for ensuring that the delivery location is suitable for the vehicle and goods ordered.

Additional charges may apply where delivery requires:

  • Parking fees
  • Parking permits
  • Bay suspensions
  • Congestion or access charges
  • Special vehicle arrangements
  • Additional delivery attempts
  • Redelivery caused by customer/site circumstances
  • Additional handling or specialist unloading arrangements

Parking & Site Charges

Any customer-specific parking, permit or site charges required to complete the delivery may be chargeable to the customer.

Where a known charge can be identified in advance, we will communicate it where reasonably practicable.

5. Delivery Contact & Site Responsibility

Customers must provide:

  • A valid delivery address
  • A suitable contact number
  • A site contact where required
  • Any relevant delivery instructions
  • Information regarding known access or parking restrictions

The customer or nominated site contact should be available during the expected delivery period. The contact number given on the order should be available from 7 am to 4 pm, as it will be used for any delivery-related issues. Outside these hours, please use the WhatsApp channel rather than calling our call centre for delivery-related enquiries.

Where the delivery cannot be completed because:

  • Nobody is available,
  • Access is unsuitable,
  • The vehicle cannot safely reach the location,
  • The site is inaccessible,
  • The customer has not provided the required information,

additional delivery or redelivery charges may apply. Following a failed delivery, we will contact the customer to arrange a new delivery date; any applicable redelivery charge will be confirmed at that point.

6. Cancellations, Amendments & Rescheduling

Amending or rescheduling an order: requests to change quantities, products or delivery dates should be made during office hours and, where the order has not yet been dispatched, loaded or otherwise committed, we will do our best to accommodate them. The same cut-off points and possible charges described in this section and in Section 11 (Delivery Changes & Out-of-Hours Requests) apply to amendment and rescheduling requests as well as cancellations.

Orders may generally be cancelled within 2 hours of being placed, provided the goods have not already been:

  • Specifically ordered
  • Allocated
  • Processed
  • Loaded
  • Dispatched
  • Sourced specifically for the customer

After this point, cancellation charges may apply.

LBS reserves the right to cancel an order after it has been placed, for example where a product is unavailable or a price or specification error is identified. Where we cancel an order, any amount paid for goods not delivered will be refunded.

Standard Restocking

For standard stocked products accepted for return:

A 30% restocking charge will normally apply.

This does not automatically apply to every product. It does not apply where the return is the result of an LBS error (for example, an incorrect or damaged item) – these are handled under Section 10 (Damaged, Missing or Incorrect Goods) at no cost to the customer.

7. Special-Order & Non-Stocked Products

Special-order, non-stocked, made-to-order and specifically sourced products may have different cancellation and return conditions. Speciality items with an extended lead time, and gypsum bagged products, may not be cancellable.

These products may:

  • Be subject to higher restocking charges
  • Be non-returnable
  • Be non-refundable once ordered from the supplier
  • Have additional supplier-specific cancellation charges

Customers should confirm the applicable conditions before ordering if they are unsure. If you are not sure whether a product is non-returnable or non-refundable, please email Sales@londonbuildingsupplies.co.uk and our sales team will advise.

Timber & Specialist Products

Certain timber and specialist products may have different restocking requirements.

For example, specialist acoustic timber products such as Hush RF may be subject to a restocking charge higher than the standard 30%.

The applicable charge will depend on the product and supplier conditions.

8. Returns

Returns are subject to LBS approval and the conditions applicable to the product.

Before arranging a return:

  • Contact the sales team.
  • Provide the relevant order details.
  • Confirm the reason for the return.
  • Do not send goods back without receiving return instructions.

Customers may be responsible for return transportation or collection costs, including the cost of returning items that are not faulty or damaged.

Returned goods must be:

  • In suitable condition
  • Safely stored
  • Accessible for collection
  • In the condition required for resale, where applicable

Nothing in these Terms & Conditions affects statutory rights relating to faulty, damaged or incorrectly supplied goods. Where applicable, this also includes statutory cancellation rights available to consumers under the Consumer Contracts Regulations 2013.

9. Collections

Where LBS agrees to collect goods:

Collections will normally only be made from the original delivery address.

Customers must ensure that the goods are:

  • Accessible
  • Safely stored
  • Ready for collection
  • Available at the agreed collection time

Additional collection, transportation or restocking charges may apply.

10. Damaged, Missing or Incorrect Goods

Customers should notify LBS as soon as reasonably possible – ideally immediately on delivery, by email to Sales@londonbuildingsupplies.co.uk – if goods are:

  • Damaged
  • Missing
  • Incorrect
  • Different from the agreed order

Please provide:

  • Order number
  • Product details
  • Description of the issue
  • Photographs where appropriate

This allows the team to investigate and arrange the appropriate next step. Delay in reporting an issue may make it harder to investigate or resolve. This does not affect your statutory rights.

11. Delivery Changes & Out-of-Hours Requests

Requests to amend, reschedule or cancel a delivery should be made during normal office hours.

Important: Requests received by email or WhatsApp outside office hours will normally be treated as received on the next working day.

This means that sending a request outside office hours does not automatically stop a delivery that has already been scheduled or processed.

If the order has already been dispatched, loaded or otherwise committed, additional charges may apply.

12. Customer Responsibilities

Customers are responsible for:

  • Providing accurate delivery information.
  • Providing suitable site access.
  • Advising us of known restrictions before delivery.
  • Ensuring someone is available where required.
  • Providing suitable arrangements for unloading.
  • Checking product suitability and specifications where required.
  • Providing accurate contact information.
  • Advising us of any special site requirements before delivery.

13. Delivery Vehicle & Unloading Requirements

The vehicle required for delivery depends on the product, quantity, dimensions, weight and delivery location.

Some products may require:

  • A larger vehicle
  • A curtain-sided vehicle
  • A vehicle with a suitable load length
  • Tail-lift access
  • Pallet handling equipment
  • Specialist unloading arrangements

Where the product dimensions or weight make standard delivery unsuitable, LBS may contact the customer to discuss an alternative delivery arrangement.

14. Website Information

We make reasonable efforts to keep website information accurate, complete and current.

However:

  • Product images may differ slightly from the physical product.
  • Manufacturer packaging may change.
  • Product specifications may be updated by manufacturers.
  • Stock availability can change.
  • Prices may change without prior notice.

Where technical or project-critical information is required, customers should confirm the current specification before ordering. Information on this website is not an offer, an undertaking or a representation, and should not be regarded as an infallible guide to the products and services shown.

15. Limitation & Events Outside Our Control

LBS will make reasonable efforts to fulfil orders and deliveries as agreed.

We cannot be held responsible for delays or failures caused by circumstances outside our reasonable control, including:

  • Supplier delays
  • Manufacturer shortages
  • Transport disruption
  • Traffic
  • Severe weather
  • Road closures
  • Access restrictions
  • Industrial action
  • Government or local authority restrictions
  • Other unforeseen operational circumstances

We are not liable for errors or mishaps caused by third parties.

Where an event outside our control prevents delivery for an extended period, we will contact the customer to discuss options, which may include a revised delivery date or cancellation with a refund of amounts paid for goods not yet delivered.

16. Important Delivery & Order Notes

PLEASE NOTE

  • Standard deliveries are generally kerbside.
  • Customers are responsible for confirming suitable site access.
  • Parking, permits and customer-specific site charges may be chargeable.
  • Standard stocked product returns may incur a 30% restocking charge (this does not apply where the return is an LBS error).
  • Special-order and non-stocked products may have different or higher charges.
  • Specialist products, including certain timber/acoustic products, may have specific return conditions.
  • Collections are normally made from the original delivery address.
  • Out-of-hours cancellation, amendment and rescheduling requests are normally processed from the next working day.
  • Delivery times are estimates and cannot always be guaranteed.

17. Before You Order

For larger, specialist or project orders, customers should confirm:

  • Product specification
  • Quantity
  • Delivery address
  • Site access
  • Vehicle requirements
  • Offloading requirements
  • Parking/loading restrictions
  • Required delivery date
  • Return/cancellation conditions
  • Any special-order conditions

If you are unsure about any of these points, please speak to our sales team before placing the order.

18. Contact

For questions regarding orders, deliveries, products, returns or these Terms & Conditions:

LBS
[CONFIRM: registered company name, company number and registered address]
Email: Sales@londonbuildingsupplies.co.uk

Our team can also be contacted through the available WhatsApp channel.

19. Governing Law

These Terms & Conditions, and any order placed with LBS, are governed by the law of England and Wales, and the courts of England and Wales will have jurisdiction over any dispute, unless otherwise required by law.

Part B – Website Use, Privacy & Cookies

20. Use of This Website & Disclaimer

In using this site you agree to be bound by these Terms & Conditions, which take effect on the date you first use the site.

Without prejudice to your statutory rights, the site and all information, text, names, images, pictures, logos, links, prices, icons and other materials are provided ‘as is’ and on an ‘as available’ basis, without representation, warranty or endorsement, express or implied. In particular, we do not warrant that the site will be uninterrupted or error free, or that the site and its servers are free from computer viruses or bugs.

Subject to your statutory rights, LBS will not be liable for any damage or loss arising from the use of any information contained on our site or products displayed on our site, including indirect or consequential damages, or any damages arising from use or loss of use, data or profits, whether in contract, negligence or otherwise, arising out of or in connection with the use of the site. We will not be liable for claims relating to the functionality or availability of the site.

21. Copyright

LBS owns and retains all rights, including copyright and database rights, in the website and its content and images, as well as any other intellectual property rights that may exist in connection with it. You may not copy, broadcast or transmit any images, graphics, logos, buttons, icons, their selection and arrangement, or any underlying source code and software, for any commercial or public purpose without prior written permission from LBS or the copyright holder.

You may not adapt or alter any of the material or information on the site, or use it for any purpose other than personal, non-commercial use. You agree not to use this website for unlawful activities. Any such activity may be considered a violation of the rights of the site's owners.

LBS has the right to use any material sent to the site, including text and pictures, for publicity or other purposes, either on the site or in any other manner. LBS reserves the right to review and reject postings on the site.

22. Trade Marks

All names, images and logos identifying LBS are proprietary marks of LBS. This site is not sponsored, endorsed or administered by any third parties. All third-party brand names, products, services and companies mentioned on this site are the trademarks and trade names of their respective owners. The copyright owner of LBS has expressly denied permission for any person or organisation other than the original licensees to use its marks. Any such use would be a violation of the rights of the holders.

23. External Links

LBS does not accept, guarantee, endorse or accept responsibility for any sites that may be linked to or from this site. Any external sites you visit by clicking through a link on this site are visited entirely at your own risk.

24. Privacy Statement

You acknowledge that you have been informed by LBS that personal information you submit for the purposes of an order or enquiry may be disclosed to, used by or processed by relevant third parties for purposes connected with this website. Please also see our Privacy Policy.

25. Cookie Policy

This site uses cookies to offer you a better browsing experience. We use cookies to distinguish you from other users of our website.

A cookie is a small file of letters and numbers that we store on your browser, system or mobile device if you agree. Cookies contain information that is transferred to your computer's hard drive for long-term storage.

We use the following cookies:

  • Strictly necessary cookies. These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing services.
  • Analytical or performance cookies. These allow us to recognise, analyse and count the number of visitors and users, and to see how visitors move around our website and when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.
  • Functionality cookies. These are used to recognise you when you return to our website. This enables us to personalise our content, pricing and experience for you, greet you by name, save your details for easier purchases and remember your preferences (for example, your choice of language or region).
  • Targeting cookies. These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests, choices and buying profile. We may also share this information with third parties for this purpose.

How Do I Change My Cookies?

If you would like to change your cookie preferences, you can do so in your account section. You may need to refresh the page or close your browser for your settings to take effect.

Alternatively, most web browsers allow some control of most cookies through their settings. To find out more about cookies, please visit www.aboutcookies.org or www.allaboutcookies.org.

To find out how to manage cookies on popular browsers:

For any queries regarding cookies, please get in touch and one of our team will be available to help.

26. Product-Specific Conditions

Product-specific, supplier-specific or project-specific conditions may apply to your order. These Terms & Conditions are intended as a clear summary of the standard commercial and delivery conditions applicable to LBS orders.