Returns & Refunds Policy

Last updated: 01/11/2025


1. Overview

We want you to be completely satisfied with your purchase from Plastic Profile Supplies.
This policy explains when and how returns, refunds and cancellations are accepted.
By placing an order, you agree to these terms in conjunction with our Terms & Conditions.

2. Right to cancel (consumer customers only)

If you are a consumer (not purchasing on behalf of a business), you have the right to cancel your order under the Consumer Contracts Regulations 2013 within 14 days of receiving your goods.

To exercise this right:

  1. Notify us via our contact form within 14 days of delivery.
  2. Return the goods within a further 14 days, unused and in their original packaging.
  3. Once received and inspected, we will issue a full refund for the product price (excluding original delivery costs).

Exclusions

The right to cancel does not apply to:

  • Custom-cut, made-to-order, or bespoke items
  • Goods that have been used, altered, or installed
  • Items returned damaged or without original packaging

Return postage costs are the customer’s responsibility unless the goods are faulty or incorrect.

3. Returns for business/trade customers

Trade and business purchases are not covered by consumer cancellation rights.
Returns may be accepted at our discretion within 14 days of delivery, provided items are unused and in resaleable condition.
A 20% restocking fee may apply to cover inspection and handling costs.

4. Damaged or faulty goods

If your order arrives damaged or faulty:

  1. Contact us within 7 days of delivery using our contact form.
  2. Include your order number, description of the issue, and photos if possible.
  3. We’ll arrange a replacement or refund (at our discretion) and cover return shipping if the fault lies with us.

We are not responsible for damage caused by misuse, cutting errors, or improper installation.

5. Refund process

Once your return is received and inspected, we will notify you of approval or rejection.
Approved refunds are processed to your original payment method within 5–10 working days.
Please allow up to 14 days for your bank or payment provider to show the refund.

If you haven’t received your refund after this period, contact your bank first — then get in touch with us.

6. Exchanges

We do not offer direct exchanges.
If you wish to order an alternative item, please place a new order and return the original product following this policy.

7. Non-returnable items

We cannot accept returns for:

  • Custom-cut or made-to-order goods
  • Clearance or discounted “final sale” items
  • Opened adhesive or chemical products (e.g. glues, sealants)

8. Missing or lost deliveries

If your parcel hasn’t arrived within the expected timeframe:

  • Contact us as soon as possible.
  • We’ll investigate with the courier and provide updates.
  • Claims for lost parcels must be made within 14 days of the expected delivery date.

We are not liable for delivery issues resulting from incorrect address details.

9. Contacting us

All return and refund requests must be submitted via our contact form.
We aim to reply within 2 working days.

10. Changes to this policy

We may update this Returns & Refunds Policy from time to time to reflect changes in the law or our business operations.
The version in force at the time of your order will apply to that purchase.