Returns & Refunds Policy
Number plates are made to order for one specific registration, and UK consumer law treats personalised goods differently to off-the-shelf products. This page sets out exactly what that means for cancellations and returns, and the protections that always remain in place whatever you buy from us.
The Short Version
Plates carrying your registration cannot be cancelled or returned on a change of mind, because they are personalised goods made to your specification and the law exempts them from the usual 14-day cancellation right. Anything faulty, damaged in transit or wrong through our error is always replaced or refunded. Non-personalised accessories, such as fitting kits, can be returned within 14 days like any normal online purchase.
Personalised Plates and the 14-Day Rule
Online purchases normally come with a 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Regulation 28(1)(b) of those Regulations excludes goods that are made to the consumer's specifications or are clearly personalised, and a number plate manufactured with your registration, in your chosen style, size and options, falls squarely within that exemption.
In plain terms: once you place an order for plates, we press a product that can never be sold to anyone else, so the change-of-mind window that applies to ordinary online shopping does not apply to it. This covers road-legal plates, show plates and any other item printed with text or options you chose. It is why the builder shows you a live preview and the exact specification before you pay: what you approve is what we make.
Faulty, Damaged or Not as Ordered: Always Covered
The personalised goods exemption removes the change-of-mind right and nothing else. Your statutory rights under the Consumer Rights Act 2015 apply in full to everything we sell: goods must be of satisfactory quality, fit for purpose and as described. If your plates arrive cracked, misprinted, in the wrong specification, or develop a genuine manufacturing defect, we will put it right with a replacement pressing or a refund, including within the short-term right to reject in the first 30 days.
For transit damage or faults, email us with your order number and a couple of photographs within 48 hours of delivery where possible, including the packaging as it arrived; it lets us resolve almost every case from the first message without asking you to post anything back. Please be aware that our couriers photograph parcels at the point of delivery, and we compare those proof-of-delivery images, along with the packaging condition, against the photographs submitted with a claim. Genuine transit damage is obvious and sorted without fuss; claims where the delivery evidence does not match what is being described will be declined, and fraudulent claims may be reported.
Mistakes in the Registration You Entered
The builder renders your registration live and shows it again at checkout, and what you confirm is what gets pressed. If a typo slips through and the plates are made exactly as you ordered them, we are not obliged to refund, because the product is correct to the specification we were given. That said, we are not monsters: contact us as soon as you spot the error. If the order has not yet been pressed we can usually correct it, and if it has, we will offer a discounted replacement pressing rather than full price.
Accessories: the Normal Rules Apply
Fitting kits and other non-personalised accessories are ordinary goods, so the standard 14-day cancellation right applies to them. Tell us within 14 days of delivery that you wish to return an accessory, send it back unused and in its original packaging within 14 days of telling us, and we will refund it within 14 days of receiving it. Return postage for a change-of-mind accessory return is your cost; if the accessory itself is faulty, the fault rules above apply instead and the return costs nothing.
Where an accessory was part of an order with plates, the plates remain non-returnable and the accessory refund covers the accessory only.
Cancelling Before We Press
Although there is no statutory right to cancel a personalised order, there is a small practical window before manufacturing begins, and it is genuinely small: plates go to the press soon after an order arrives, so in practice the window is usually under an hour on a working day. If you need to cancel, contact us immediately, before doing anything else. If the order has not yet been pressed we will cancel and refund it as a goodwill gesture; once pressing has started, a cancellation cannot be honoured for the reasons this page explains, however recently the order was placed.
How to Raise a Return or Refund
Email us with your order number, what happened, and photographs for anything damaged or faulty. We reply on weekdays, nine to five, and most cases are resolved in a single exchange. Nothing in this policy affects your statutory rights.