Refund policy
Returns and refunds
Every plaque is printed to order from the route you upload, which makes it a personalised item. Under the Consumer Contracts Regulations 2013, personalised goods are normally exempt from the 14-day right to cancel. We offer a return anyway.
Our 14-day return
You have 14 days from the day your plaque arrives to tell us you'd like to return it, and a further 14 days to send it back. Once it reaches us in its original, undamaged condition we'll refund the full price of the item to your original payment method within 14 days.
To start a return, email info@pbplaques.com with your order number. Please contact us before sending anything back.
Return postage is at your own cost unless the item is faulty, damaged, or not what you ordered. We recommend a tracked service — we can only refund items that reach us.
If something is wrong with your plaque
If your plaque arrives faulty, damaged, or different from what you ordered, tell us within 30 days and we'll replace it or refund you in full, including postage both ways. This is your right under the Consumer Rights Act 2015, and nothing in this policy affects it.
What we can't refund
- Text entered incorrectly. Titles, dates and your own line are printed exactly as you type them, so please check the preview before ordering.
- Plaques returned damaged, marked or incomplete, where the damage wasn't caused by us or in transit to you.
- Returns we're told about more than 14 days after delivery.
Cancelling before it ships
If you change your mind before printing starts, email us straight away and we'll cancel and refund in full. Once a plaque is on the printer we can't cancel it, because it carries your route and can't be sold to anyone else.
Contact
Unimillion Ltd, trading as PB Plaques 15 Stangrove Road, Edenbridge, Kent TN8 5HT, United Kingdom info@pbplaques.com