Refund Policy

 

Scope

This policy applies to all purchases made directly from SJ Plates. It covers number plates, related accessories, and decorative items.

Custom & Personalised Goods

Most of our products are made to order. Under the Consumer Contracts Regulations 2013, the standard 14-day “change of mind” right does not apply to goods that are personalised or made to your specification.
Therefore, we cannot accept returns or provide refunds for:

  • Spelling/spacing errors entered by the customer at checkout;

  • Changes of mind (including size, style, or finish) once production has begun;

  • Incorrect registration numbers supplied by the customer.

If you need to amend an order, email us immediately. If production has not started, we’ll do our best to help.

DVLA Documentation Requirements (Shipping & Collection)

To comply with DVLA and RNPS requirements, two forms of original documentation must be provided before plates can be supplied. We are legally required to retain a copy of these documents for 3 years.

1. If your plates are being shipped

  • You must post two forms of ORIGINAL documentation to:
    SJ Plates, 11 Tyler Grove, Dartford, DA1 5HG

  • We will securely copy your documents for RNPS records and return your originals in the same parcel as your completed plates, using tracked delivery.

2. If you are collecting

  • You must bring two forms of ORIGINAL documentation (identity + entitlement).

  • Without valid originals, we cannot release your plates.

DVLA-Approved Proofs of Identity (choose one):

  • Driving licence (with a photo)

  • Passport

  • Utility bill, Council Tax bill, or bank/building society statement (issued within the last 6 months)

  • Armed forces identity card

  • Police warrant card or an identity card issued by a Government department

DVLA-Approved Proofs of Entitlement to Registration (choose one):

  • Vehicle Registration Certificate (V5C / logbook)

  • New keeper supplement (V5C/2)

  • Certificate of Entitlement (V750)

  • Retention Document (V778)

  • Vehicle tax reminder (V11)

  • Temporary registration certificate (V379)

  • Authorisation letter from fleet operator (with a copy of the company’s link to the registration)

  • Lease/hire agreement (including the registration number)

⚠️ Both one proof of identity and one proof of entitlement are required.

Strict No-Refund Clause (documentation)

  • If you fail to provide valid documentation (by post for shipping, or in person for collection) and then cancel, no refund will be issued.

  • This is because your order is custom-made and we are required to operate under DVLA/RNPS rules.

Damages & Issues

Please inspect your order on delivery/collection. If an item arrives damaged, defective, or incorrect, you must contact us within 48 hours of receipt with:

  • Your order number;

  • Clear photos of the item and packaging;

  • A brief description of the issue.

If validated, we’ll arrange a repair, replacement, or refund.

Manufacturing Defects (12-Month Limited Warranty)

If a manufacturing defect arises within 12 months of delivery, email us with your order number and clear photos.
This warranty covers defects in materials/workmanship. It does not cover:

  • Damage during fitting, drilling, or use of incorrect fixings;

  • Improper cleaning (e.g., close-range pressure washing, harsh chemicals, abrasives);

  • Accidental damage, misuse, or road debris impact;

  • Normal wear and tear or cosmetic marks not affecting function;

  • Non-compliant installation practices.

Returns Authorisation

Do not return any item without authorisation—unauthorised returns may be refused.
If a return is approved, we’ll provide instructions and the correct return address. Pack items securely; you’re responsible for the goods until we receive them.

Refunds

Once we receive and inspect an authorised return, we’ll confirm the outcome (refund/repair/replacement).

  • Approved refunds are issued to the original payment method within 10 business days.

  • Your bank/card issuer may take additional time to post the funds.

  • If 15 business days have passed since our approval and you haven’t received the refund, please contact us.

Exchanges

Where appropriate, we may provide a like-for-like replacement for defective or damaged items once the required evidence/returns are received.

Non-Road-Legal Items

Decorative products (e.g., show plates, flags, map stickers) are supplied for display use only and are not for road use. This will be stated on product pages/invoices. These items can be returned only if faulty on arrival.

Proof of Purchase

A valid order confirmation or receipt is required for all claims.

Statutory Rights

Nothing in this policy affects your statutory rights under UK law.

📩 Contact: sjplatesldn@gmail.com
📮 Documentation Address: SJ Plates, 11 Tyler Grove, Dartford, DA1 5HG