Refund policy

Returns & Refund Policy – Plycraft.uk

1. Overview

At Plycraft, all items are made to order based on the product options selected at the time of purchase. This means each item is manufactured specifically for your order rather than held in stock.

This policy explains your rights and our obligations under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Nothing in this policy affects your statutory rights.

2. Made-to-Order Products (Important)

All Plycraft products are made to order based on your selected product type, size, and options.

Because of this:

  • Orders cannot be cancelled or returned due to a change of mind, including:
    • Ordering the wrong size
    • Ordering the wrong item
    • No longer needing the item

This is because made-to-order goods are exempt from the standard 14-day cancellation right under UK law.

👉 By placing an order, you confirm that you have checked all specifications carefully before purchase.

3. Order Changes or Cancellations

We begin processing orders quickly.

  • You may request a change or cancellation within 24 hours of placing your order.
  • After this time, we cannot guarantee changes or cancellations.

If production has already started, the order cannot be cancelled or amended.

4. If You Ordered the Wrong Item or Size

As all products are made to order:

  • We do not accept returns or offer refunds where:
    • The wrong item was selected
    • The wrong size was chosen
    • The customer made an error when ordering

We strongly recommend reviewing all product details, dimensions, and options before completing your purchase.

5. Faulty, Damaged, or Incorrect Items

You are entitled to a remedy if your item is:

  • Faulty
  • Damaged in transit
  • Not as described

What to do:

  • Contact us within 48 hours of delivery
  • Provide:
    • Your order number
    • Description of the issue
    • Clear photos

Resolution:

We will, where appropriate:

  • Replace the damaged item or part, or
  • Offer a full or partial refund

We reserve the right to inspect the item before confirming a resolution.

6. Returns Process (Faults Only)

Returns are only accepted where authorised by us.

  • Do not return items without prior approval
  • We will provide instructions for return or collection
  • Items must be packaged safely to prevent further damage

If the item is confirmed faulty or incorrect:

  • We will cover reasonable return costs

If the item is not faulty:

  • The return will be refused or returned to you at your cost

7. Delivery Issues

If your order:

  • Does not arrive within a reasonable timeframe, or
  • Is lost in transit

Please contact us and we will investigate and resolve the issue.

8. Refunds

Where a refund is due:

  • Refunds will be processed within 14 days of:
    • Receiving the returned item, or
    • Agreeing that a return is not required

Refunds will be issued to the original payment method.

9. Proof of Purchase

We require proof of purchase (order number, email, or receipt) for all claims.

10. Important Notes

  • Natural variations in material, colour, or finish may occur and do not constitute a fault unless outside normal tolerances.
  • Items that have been:
    • Used
    • Modified
    • Installed incorrectly
    • Damaged after delivery
      may not be eligible for a refund.

11. Contact Us

For all returns, faults, or order queries:

Email: sales@plycraft.uk
Website: https://plycraft.uk