Paramount Plates Ltd · Effective from 4 April 2025 · Last updated 6 October 2026

Our plates are made to order: built to your registration, your style and your specification. This policy explains your options if you change your mind, and how we put things right if something goes wrong. Nothing in it affects your legal rights as a consumer.

1. Faulty, damaged or incorrect items

If your order arrives faulty, damaged or not as described, or if we made it incorrectly, please contact us as soon as you can at support@paramountplates.co.uk. Include your order number and clear photos of the problem. We may ask you to send the item back so we can inspect it. If we do, we will pay the return postage.

Under the Consumer Rights Act 2015 you are entitled to:

• Up to 30 days after delivery: reject the faulty item for a full refund, or ask for a replacement instead if you prefer.
• After 30 days: a free repair or replacement. If that is not possible, or if the replacement is also faulty, you can have a price reduction or a refund.
• Up to 6 years (5 years in Scotland) to make a claim for goods that were not of satisfactory quality when delivered. If a fault appears within 6 months of delivery, it is assumed to have been there from the start unless we can show otherwise.

Our 36-month warranty against manufacturing defects is in addition to these rights.

These rights do not cover damage caused by fitting, accidents or normal wear and tear. For example, a plate that cracks because it was fitted to a curved bumper without suitable fixings is not faulty.

2. Details you submitted

We make your plates exactly as you specified. Please check the registration, style, spacing and badges carefully before you order. If a plate matches the details you gave us, it is not faulty, so we cannot refund it on that basis. We are happy to make a corrected set at the normal price. If we made a mistake, section 1 applies.

3. Changing your mind

Number plates

Plates are made to your specification, so the 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply. Once production has started, we cannot accept a cancellation or return because you have changed your mind.

You can cancel a plate order at any time before production begins, and no later than 90 days after you ordered. A fee of £5.00 per plate applies to cover the payment and administration costs we have already incurred. For example, a front and rear pair costs £10.00. We may waive this fee at our discretion. We usually start production within 1 working day of verifying your documents.

Accessories

Accessories that are not personalised, such as fixing kits and sticky pads, come with a 14-day right to cancel:

• Tell us you want to cancel within 14 days of the day you receive them. You don't need to give a reason.
• Send the items back within 14 days of telling us. Unless the item is faulty, you pay the return postage.
• We will refund the price of the items, and the standard delivery charge if you are returning the whole order, within 14 days of receiving them back (or proof that you have sent them).
• You can handle the items as you would in a shop. If they have been used or damaged beyond that, we may reduce your refund to reflect the loss in value.

Orders for accessories only can be cancelled free of charge before they are dispatched.

4. How to cancel

Email support@paramountplates.co.uk or call 0191 367 3451 with your order number and the first line of your delivery address. You can use any clear statement that you want to cancel.

5. Changing your order

If you need to change your order, for example the plate style, spacing, badges or registration, contact us as soon as possible after ordering. We cannot change an order once production has started. If we can make the change before then, we will confirm any difference in price first.

6. Late or lost deliveries

If your order hasn't arrived when expected, contact us and we will investigate with Royal Mail. If it is confirmed lost, or it was not delivered to you or someone you nominated, we will send a replacement or give you a full refund, whichever you prefer.

We must deliver within 30 days of the contract, or by any date we agreed with you. We cannot make plates until your documents are verified, so for plate orders the 30 days start when we have verified your documents. If we miss the deadline, you can set a reasonable new one. If delivery by a specific date was essential, and you told us so, you can cancel and get a full refund.

7. Sale and promotional items

Items bought in a sale or with a discount code have the same legal rights as any other item, including the 14-day right to cancel for non-personalised accessories and your rights for faulty goods. We refund the price you actually paid.

8. How we refund you

We refund to your original payment method. For cancellations we refund within 14 days, as described above. For faulty goods we refund within 14 days of agreeing that you are entitled to a refund. Your bank or payment provider may take a few extra days to show the money in your account.

9. Complaints

If you are not happy with how we have dealt with a problem, please tell us at support@paramountplates.co.uk and we will do our best to resolve it. If we cannot agree, Citizens Advice (0808 223 1133) can help you understand your options, including whether an alternative dispute resolution scheme is available.

10. Which law applies

This policy is governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.