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 review path before anything is sent back.

Within 30 daysStocked items

Eligible stocked items can be returned in original condition within 30 days of delivery or pickup.

Report before useDamaged, wrong or missing items

Contact BuildBarn before installing, cutting or modifying material so the team can review photos and order details.

Usually non-returnableCustom or cut material

Custom orders, cut-to-length timber and special-order items are not returnable unless Australian Consumer Law requires a remedy.

How to request return support

1Check the order
Use the order lookup page so the reference, items and fulfilment method are clear.
2Contact support
Send order reference, photos, quantities and whether the order was pickup or delivery.
3Wait for review
BuildBarn confirms whether the goods should be returned, replaced, credited or inspected first.
4Return only after confirmation
Do not send heavy or bulky materials back to Hallam before support confirms the return path.

IssueWhat 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.