FAQs

Frequently Asked Questions

Ordering & Account

How do I apply for a trade account?

Visit our Trade Account Registration page and complete the application form. We'll review your application and respond within 24-48 hours.

What are the benefits of a trade account?

  • Exclusive trade pricing with discounts up to 20% off RRP
  • Access to our full product catalogue
  • Dedicated trade support team
  • Fast UK delivery
  • Easy online ordering and account management
  • Download invoices directly from your account

Can I order without a trade account?

BTB Hub is a trade-only supplier. You will need an approved trade account to view pricing and place orders.

How do I track my order?

Once your order is dispatched, you'll receive an email with tracking information. You can also log into your account to view order status.

Delivery

How much does delivery cost?

Delivery is FREE on orders over £150 (ex. VAT) to UK mainland addresses. Orders under £150 incur a £9.95 delivery charge. Express and next-day options are also available.

How long will delivery take?

Standard delivery is 3-5 working days. Most in-stock items are dispatched within 1-2 working days. Express (1-2 days) and next-day delivery options are available at checkout.

Do you deliver to site?

Yes, we deliver to building sites and commercial premises. Please provide a contact name, mobile number, and clear access instructions in your order notes.

Do you deliver to Scotland/Northern Ireland?

Yes, we deliver throughout the UK. Scottish Highlands, Islands, and Northern Ireland may incur additional charges and longer delivery times. Contact us for a quote.

Products

Are your products genuine branded items?

Yes, all products are genuine and sourced directly from manufacturers or authorised distributors. Full manufacturer warranties apply.

What if a product is out of stock?

If an item is out of stock, you can add it to your wishlist to be notified when it's available, or contact us for expected restock dates.

Can I get product samples?

Samples may be available for certain products. Please contact us with your requirements.

Returns & Refunds

What is your returns policy?

Unwanted items can be returned within 14 days in original, unopened condition. A 20% restocking fee applies. Please see our full Returns Policy for details.

What if my order arrives damaged?

Inspect deliveries on arrival and note any damage on the delivery paperwork. Contact us within 48 hours with photographs and we'll arrange a replacement at no cost.

How long do refunds take?

Refunds are processed within 14 days of receiving returned goods and take 5-10 working days to appear in your account.

Payment

What payment methods do you accept?

We accept all major credit and debit cards, PayPal, and bank transfer. Credit terms may be available for approved trade accounts.

Are prices inclusive of VAT?

All prices displayed are exclusive of VAT. VAT is added at checkout at the prevailing rate (currently 20%).

Can I get an invoice for my order?

Yes, VAT invoices are available to download from your account dashboard after your order is dispatched.

Contact Us

How can I contact you?

Email us at sales@btbhub.co.uk. We aim to respond to all enquiries within 24 hours during business days.

Can't find what you're looking for? Contact us and we'll be happy to help.