The Plastic Centre
Returns Policy
How returns, cancellations, damaged goods and faulty items are handled for Plastic Centre orders.
Returns must be raised quickly and clearly. Standard returns are usually within 14 days of delivery, while damaged, faulty or missing items must be reported within 3 days.
14 days
Standard return window for eligible items after delivery.
3 days
Report damaged, faulty, incorrect or missing goods within 3 days.
Original condition
Returned goods must be complete, resellable and in original packaging.
Returns Policy
Products can be returned within 14 days of delivery, in full and in re-sellable condition with original packaging. Returns are at the customer’s expense and may be subject to a re-stocking charge depending on the reason for return. Made-to-order or bespoke items are not eligible for return. Damaged, faulty, or missing items must be reported within 3 days of delivery.
Standard Returns
| Return window | Within 14 days of delivery |
|---|---|
| Condition | Returned in full, in re-sellable condition, in the original packaging provided |
| Re-stocking charge | May apply depending on the reason for return — we’ll confirm at point of return authorisation |
| Return shipping | At the customer’s expense (or by branch drop-off, free) |
| Refund | Cost of goods only — original delivery charges are not refunded on change-of-mind returns |
| Refund / credit form | Refund to the original payment method, or credit note — specify your preference when authorising |
Damaged, Faulty or Missing Items
If your order arrives damaged, faulty, or with shortages:
- Notify The Plastic Centre within 3 days of delivery — reports outside this window may not be processed
- Email online@plasticcentre.co.uk with order number, photos of damage / packaging, and a brief description
- We’ll respond within 1 working day with a resolution
For damage, fault or missing items we will either:
- Arrange replacement goods to be sent to you, or
- Process a refund or credit note for the affected items
Where damaged goods are reported within the 3-day window and the customer does not want a replacement, we will refund the original delivery charge in addition to the cost of the affected goods.
What’s Not Returnable
The following items can only be returned where damaged, faulty, or where the wrong item was supplied:
- Made-to-order items — doors, windows, and other products manufactured specifically to a customer specification
- Bespoke items — products specified or fabricated outside our standard catalogue
- Cut-to-length items — gutters, downpipes, fascia, soffit, trim cut at the branch counter to a custom length
- Foiled or special-colour items — products in non-stocked colour finishes ordered specifically for you
- Used or installed products — once fitted, the manufacturer warranty applies but the change-of-mind right is forfeited
Return Process
- Email online@plasticcentre.co.uk with your order number and reason for return, or call 0121 227 5093
- We’ll respond within 1 working day with a return reference and instructions
- Either:
- Drop the items at any of our 21 branches — free, fastest route
- Return by carrier at your expense, or
- Request collection — we can arrange this on your behalf at your expense
- Refund / credit issued within 1 working day of receipt of the returned goods
Refund Method & Timing
Refunds are processed within 1 working day of receiving the returned items. Funds are returned to the original payment method (card, PayPal, Shop Pay) or credited to your trade account. Refunds typically appear in your account within 3–5 working days depending on your bank or card provider.
Cancelling an Order
Cancellations before dispatch are free of charge. Call 0121 227 5093 as soon as possible — if the order has not yet been picked or shipped, we’ll cancel and refund in full.
If the order has already been delivered or is in the process of being delivered, the standard returns process above applies. Delivery charges will not be refunded; goods may be subject to a re-stocking charge; and goods are returned at the customer’s expense.
Your Statutory Rights
Nothing in this returns policy affects your statutory rights as a UK consumer under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. In particular:
- Goods must be of satisfactory quality, fit for purpose, and as described — statutory rights apply for up to 6 years from purchase under the Consumer Rights Act
- For online (distance) sales, you have a 14-day right to cancel under the Consumer Contracts Regulations 2013, starting the day you receive the goods (this aligns with our 14-day return window)
- Custom / made-to-measure items are excluded from the statutory cancellation right under regulation 28(1)(b) of the 2013 Regulations — reflected in our policy above
- Trade-to-trade (B2B) sales are governed by separate commercial terms — trade-account customers, see your trade-account agreement for full terms
Returns FAQ
How do I start a return?
Email online@plasticcentre.co.uk or call 0121 227 5093 with your order number and reason for return. We’ll respond within 1 working day with a return reference.
Can I return to my local branch?
Yes — bring the items in original packaging with the order confirmation to any of our 21 branches. The branch will process the return and we’ll issue a refund within 1 working day.
Will I get my delivery charge refunded?
Not for change-of-mind returns — only the cost of goods returned is refunded. For damaged, faulty, or missing-item returns reported within the 3-day window, we will refund the delivery charge if the customer does not want a replacement.
How long do I have to report damaged or missing items?
3 days from delivery. Reports outside this window may not be eligible for replacement or refund. Photograph the damage on the day of delivery and email us as soon as possible.
What if my product develops a fault later?
uPVC profile products carry manufacturer warranties of typically 10 years. For warranty claims after the 14-day window, contact us with photos and order details — we’ll liaise with the manufacturer on your behalf and advise on next steps. Statutory rights under the Consumer Rights Act 2015 apply for up to 6 years from purchase.
Can I return cut-to-length guttering?
Cut-to-length items are non-returnable except where damaged, faulty, or the wrong specification was supplied. We recommend ordering standard 4m or 5m factory-cut lengths and cutting on site — these can be returned within 14 days if unused, in full, and in re-sellable condition.
Is there a re-stocking charge?
Re-stocking charges may apply depending on the reason for return — for change-of-mind returns of bulky items, particularly. We’ll confirm any re-stocking charge at point of return authorisation before you ship the goods back.