Returns & Refund Policy
Returns and Refund Policy
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This Returns and Refund Policy applies to all purchases made through www.rolaplates.com and should be read alongside our Terms and Conditions.
By placing an order with Rola Plates, you acknowledge and agree to the terms outlined in this policy regarding cancellations, returns and refunds.
Custom and Personalised Products
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Most products supplied by Rola Plates are custom manufactured to the customer’s specifications, including personalised number plates made using registration details entered during the ordering process.
Due to the personalised nature of these products, they are exempt from the standard 14-day cancellation rights under the Consumer Contracts Regulations 2013.
Once manufacture of a personalised or bespoke item has begun, the order cannot be cancelled and the product is non-refundable. Production starts straight away on non road-legal products such as our novelty signs, or as soon as you have sent your documentation for road-legal number plates.
Customers are responsible for ensuring that all details entered during the ordering process are accurate before completing their purchase.
Order Cancellations
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If you wish to cancel an order, you must contact us as soon as possible after placing the order.
Where production has not yet begun, we may be able to cancel the order and issue a refund. In these circumstances an administration and payment processing fee of £4.49 will be deducted from the total refund amount to cover website, payment gateway and administrative costs incurred during the transaction.
Once production has begun, orders for personalised items cannot be cancelled or refunded.
Non-Refundable Items
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The following items are non-refundable once an order has been placed:
• Personalised or bespoke items/number plates manufactured to the customer’s specification
• Items purchased during promotional sales
• Items purchased using discount codes or coupons
• Any item that has already entered the manufacturing process
These items are considered final sale.
Returns for Faulty or Damaged Goods
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All products are inspected and quality checked before leaving our premises.
Returns are only accepted where goods are damaged in transit, faulty, or incorrect compared with the order placed.
If your order arrives damaged or you believe the product is faulty, you must notify us as soon as possible after delivery by contacting us at:
Email: contact@rolaplates.com
Your email must include photographic evidence clearly showing the issue so that we can assess the claim.
We cannot process a replacement or claim without photographic evidence of the problem.
Once the issue has been verified, we will arrange for the faulty or damaged item to be rectified or replaced.
Replacement of Faulty Products
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Where a product is confirmed to be faulty or incorrect, Rola Plates will rectify the issue and supply a replacement item.
As these products are bespoke items, we do not offer cash refunds for personalised number plates once they have been manufactured. Instead, we will correct the issue and provide a replacement plate where appropriate.
Returns of Non-Personalised Items
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Certain non-personalised items or accessories may be eligible for return.
Unused non-personalised items may be returned within 14 days of delivery provided that:
• The item is unused
• The item is returned in its original packaging
• The item is in resalable condition
Customers are responsible for the cost of returning the item unless it is faulty or incorrect. If express shipping was selected, this extra cost will not be refunded.
Once the returned item has been received and inspected, any approved refund will be issued to the original payment method.
Exchanges
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We only offer exchanges where an item is confirmed to be faulty or incorrect.
If you require an exchange for the same item, please contact us by email at:
Your message should include your order number and details of the issue so that we can assist you promptly.
Refund Processing
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Where a refund is approved, we will notify you by email once the returned item has been received and inspected.
If the refund is authorised, the amount will be credited to the original payment method used during the purchase.
Refund processing times may vary depending on the payment provider.
Important Notes
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• Personalised or bespoke items cannot be refunded once manufacturing has begun.
• Sale items and items purchased using discount codes are considered final sale.
• Faulty bespoke products will be rectified or replaced rather than refunded.
• Returns for non-personalised items must be unused and returned in resalable condition.
• Refunds may be subject to an administration and processing deduction where applicable.
Contact Information
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If you have any questions regarding returns, refunds or exchanges, please contact:
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Email: contact@rolaplates.com