Refund policy
Last updated: September 2026
We want our customers to be happy with their JK Plates order. If you need to cancel an order or have a problem with your plates, please contact us as soon as possible.
1. Cancelling before production
If you contact us before production has started, we will normally be able to cancel your order and issue a full refund.
If production has already begun, please contact us immediately. Whether we can cancel the order will depend on the type of product and whether it has been made specifically to your requirements.
2. Custom and personalised orders
Number plates are often personalised specifically for the customer.
For example, a plate displaying a customer's chosen registration and customised specification may not be suitable for resale.
Under UK consumer law, personalised or bespoke goods are generally exempt from the standard 14-day cancellation right that applies to many online purchases.
Therefore, once production has started, personalised/custom orders may not be cancelled simply because the customer has changed their mind.
However, this does not remove any statutory rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods.
3. Standard, non-personalised products
Where an order is for a standard, non-personalised product purchased online, the customer's statutory cancellation rights will apply where applicable.
For distance sales, customers generally have 14 days from receiving the goods to notify the business that they wish to cancel, followed by a further 14 days to return the goods.
The statutory rules contain exceptions, so we will assess each order according to the product purchased.
4. Faulty or incorrect plates
If your plates arrive:
- Damaged
- Faulty
- Incorrectly manufactured
- Not as described
- Or otherwise do not conform to the contract
please contact us as soon as possible.
We may request photographs or other information to help us identify the issue.
Where appropriate, we will offer a repair, replacement or refund in accordance with your statutory rights.
5. Customer errors
Please check your registration and specifications carefully before approving an order.
If a customer provides an incorrect registration, incorrect spelling, incorrect colour, incorrect size or another incorrect specification and the plate has been produced exactly as requested, we may not be able to offer a refund or replacement because the item has been personalised specifically for that customer.
We strongly recommend checking your order confirmation before production begins.
6. Refunds
Where a refund is agreed, it will normally be made using the original payment method.
Where the law requires a refund, it will be processed within the applicable legal timeframe.
For online cancellations where the statutory 14-day cancellation right applies, GOV.UK states that the trader must generally refund within 14 days of receiving the returned goods, and standard delivery costs must also be refunded.
7. Return postage
Where a customer simply changes their mind and the statutory cancellation right applies, the customer may be responsible for the cost of returning the goods unless JK Plates has agreed otherwise.
Where an item is faulty, damaged or incorrectly supplied, JK Plates will deal with return costs in accordance with the customer's statutory rights.
8. No removal of statutory rights
Nothing in this policy is intended to restrict or remove any rights that customers have under UK consumer law.
Customers' statutory rights relating to faulty, misdescribed or unsuitable goods continue to apply.