Customer Care
Returns Policy
We want you to be completely happy with your plates. Here's everything you need to know about returns, exchanges and refunds.
How to Return an Item
If you need to return a plate, please follow the steps below. Our customer team is here to help — don't hesitate to get in touch before sending anything back.
Contact Us
Email or call us within 14 days of receiving your order to notify us of your return.
Get Authorisation
We'll confirm eligibility and issue a return authorisation number (RAN) for your parcel.
Package Securely
Pack the plates carefully in rigid packaging to prevent damage in transit.
Send It Back
Ship to our address using a tracked service. We recommend keeping your proof of postage.
To initiate a return, contact us at sales@number1plates.com or call 0808 281 5092 (Mon–Fri, 9am–5pm).
Standard Plates — Returns
Standard replacement plates that have not been personalised or customised may be returned within 14 days of delivery for a full refund or exchange, provided they are:
- Unused and in their original condition
- Free from scratches, damage or signs of fitting
- Returned in appropriate packaging to prevent transit damage
Once we receive and inspect the returned items, we will process your refund within 5–7 business days to your original payment method.
Custom & Personalised Plates
This includes but is not limited to:
- Plates made to a specific registration number you supplied
- Show plates with custom text, names or slogans
- Any plate where you specified non-standard sizing, style or finish
- 4D laser cut or 3D gel plates with your chosen registration
Under the Consumer Contracts Regulations 2013, goods that are made to a consumer's specification are exempt from the standard 14-day right to cancel. Our custom plates fall within this exemption.
Faulty or Incorrect Items
If your plates arrive damaged, faulty, or are not what you ordered, we will arrange a replacement or full refund at no cost to you. Please:
- Contact us within 48 hours of receiving a damaged delivery
- Provide photos of the damage and the packaging
- Keep all original packaging until the matter is resolved
We take quality extremely seriously. All our plates are manufactured to BS AU 145e standards and undergo quality checks before dispatch. In the unlikely event of a manufacturing fault, we'll make it right promptly.
Exchanges
If you'd like to exchange a standard plate (e.g. you ordered the wrong size), please contact us within 14 days of delivery. Exchanges are subject to availability and any price difference will be charged or refunded accordingly.
We do not charge a restocking fee for exchanges on standard plates returned in good condition.
Return Postage
If the return is due to a fault or error on our part, we will cover the cost of return postage. For change-of-mind returns on eligible items, return postage is the responsibility of the customer. We recommend using a tracked service, as we cannot accept liability for items lost in transit.
Refund Processing Times
Once we have received and inspected your return:
- Refunds are processed within 5–7 business days
- Payment is returned to the original payment method (credit/debit card or PayPal)
- Bank processing times may add 2–3 additional days depending on your provider
We will email you to confirm when a refund has been issued.
Your Statutory Rights
Nothing in this returns policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If your goods are faulty or misdescribed, you are entitled to a repair, replacement or refund.
For further information on your rights, visit the Citizens Advice website.
Contact Us
Our team is always happy to help with any questions about returns or your order:
- Email: sales@number1plates.com
- Phone: 0808 281 5092 (Mon–Fri, 9am–5pm)
- Track your order: Track Your Order