Do not purchase online from Builders Warehouse

Summary: I placed an online order with Builders Warehouse on their website on 01/12/2025. The item was delivered on 11/12/2025. I returned the item to their Strubens Valley store on 12/12/2025 - and as at 24/12/2025 I'm still awaiting my refund.

Details: On 01/12/2025 I placed an order with Builders Warehouse on their website for a lawnmower that was described as an electrical lawnmower. The item was described as "corded" with "power supply electrical".

The item description also stated that it would be delivered in 7-9 days and that it was eligible for "14 days returns with the option of a refund, repair, or replacement available online or at your nearest Builders store".

The item was delivered on 11/12/2025. When we opened the box to assemble it, we realised that it needed an electrical battery - that had to be purchased separately - to function.

We resealed the box and returned it to the Builders Strubens Valley store on the morning of 12/12/2025. The returns department at this store then said that they couldn't refund or exchange the item because it was a "special order" that Builders had placed "directly with the supplier". Only after I pointed out that their online returns policy says that online orders can be returned to any Builders store within the stated time limit was I told to leave the item with them. I was told that the item would be collected by "head office" who would contact me regarding the refund.

No one had contacted me by 15/12/2025. After I followed up I was told that "head office" hadn't collected the item yet.

After I followed up again on 18/12/2025, I was told that the item hadn't been collected yet.

On 19/12/2025 I was told that item was collected that day.

On 22/12/2025 I was told that item had to be sent to the supplier for the supplier to "clear the refund".

As at 24/12/2025, I'm still awaiting a refund. I had purchased this item directly from Builders online. What does their supplier have to do with my refund?!

Also, the item was *********ly described on the website. It was not clearly described as a cordless lawnmower that needs a separately purchased electrical battery to function. If it was described as such, I wouldn't have purchased the item.

It was also not described on the website that I couldn't take the item to the store for a refund or exchange and that I would have to wait for Builders to ship the item to their supplier in order for the supplier to "clear" my refund! It was described that the item could be refunded or exchanged within 14 days online or at ANY BUILDERS STORE.