Returns & refunds
Our plates are personalised and made to order. Here is how returns work, and your rights if an item is faulty or incorrect.
Made-to-order and personalised items
Every plate we make is personalised to your registration and produced specifically for your order. Because these items are personalised, they are generally exempt from the standard 14-day cancellation right that applies to many distance (online) purchases.
This exemption does not apply where an item is faulty or not as described — in those cases your rights are explained below.
Personalised plates cannot usually be cancelled or returned simply because you have changed your mind, but you are always covered if the item is faulty or incorrect on our part.
Accessories
Non-personalised accessories — screw fixing kits, adhesive strips and magnetic fixing kits — are not made to order, so they can be returned. If you change your mind, you can return an accessory unused and in its original condition within 14 days of delivery for a refund of the item. Please contact us first so we can confirm the return details with you.
Faulty or incorrect plates
If your plate arrives faulty, damaged, or is not what you ordered, we will put it right. Under the Consumer Rights Act 2015, where goods are faulty or not as described you may be entitled to a replacement or a refund. Please contact us as soon as you can after receiving your order so we can look into it.
How to start a return
To start a return or report a problem, please contact us and include:
- Your order details (such as your order reference and the registration on the plate)
- A clear description of the problem
- Photos showing the fault or the issue, where relevant
This helps us understand what has happened and resolve it for you as quickly as possible.
Getting your order details right
Because plates are made to order, the customer is responsible for entering the correct registration and spelling when placing an order. Please check your details carefully before you order. A plate that has been pressed exactly as ordered is not considered faulty if the registration or layout submitted was incorrect.