Terms and Conditions
Orders placed will be processed same day depending on stock levels and the time of your order. When you place an order via our online store our system will store your email address, name, address and telephone number in our database. We will use this information to process and deliver your order to you. We may share your data with the following companies to fulfil your order. All the companies we use are GDPR compliant. These companies are:
- Royal Mail – We share name and address only so they can deliver your order.
- Parcelforce – We share name, address, email address & phone number so they can deliver your order and supply you with tracking information.
- Tuffnells – We share name, address, email address & phone number so they can deliver your order and supply you with tracking information.
- Trust Pilot – They collect reviews for us. We share your name, email address and order number so that all reviews can be verified.
- MailChimp - We occasionally send promotional newsletter emails via Mailchimp. These can contain discount codes and special offers. Mailchimp tracks how many emails are opened and the links within those emails. You can remove yourself from that mailing list at any time via the Unsubscribe button. Mailchimp are GDPR compliant, however as they are outside of the EU they are part of the US privacy shield.
We aim to have as many items in stock as possible. However, occasionally we may not have all products in stock to complete your order, especially where large quantities of the same item have been ordered. We will always send an email if there is a delay of more than 2 days to dispatch your order. We may also offer suitable alternate products, where applicable, if we are unable to obtain more stock quickly. Where a substitute product has been sent, we will accept these products back within 14 days of receipt and will reimburse all costs to you, including return delivery, if the product is not suitable. Substituted products must be returned in their original packaging and in the same condition that you received them.
To check your Order Status, please click on Your Account to see if the order has been dispatched before contacting us. If your order has been marked dispatched for 72 hours but has not yet been received, or you wish to find out when it will arrive you can Email Us.
Returns & Refunds
To return an order to us for any reason please Email Us for an RMA Number. We cannot process any return without a RMA Number. For unwanted orders you will need to request a RMA number from us within 14 days of receiving your order. The order must then be returned within the following 14 days. Unwanted products must be returned in the same condition as you received them or no refund will be given. Return costs are the responsibility of the buyer for unwanted items. We will, however, refund all delivery costs to you if items are reported as damaged within 48 hours of receiving them. This does not affect your statutory rights. We must agree the cost of return delivery with you prior to you returning to ensure the return delivery costs are appropriate.
Faulty & Damaged Goods
In the unlikely event that you have received a damaged item, please report this to us by email within 48 hours of receiving your order. This does not affect your statutory rights. Do not return a damaged order without an RMA number - Email Us for a RMA Number. We will require 1-2 photos of the damage in all cases in order to organise refunds or replacements. Without proof of damage, we will not be able to accept liability for any damages. As many of our products are cut before they are fitted, we recommend you check them for damages before fitting. We will not be able to accept any returns or claims on any products that have been changed or altered after we have delivered them to you. Products being returned for any reason must be packed appropriately in order to keep them safe during transit back to us. Any products that incur damages on their way back to us due to insufficient packaging will not be refunded in full. Refunds in this case will be at the discretion of Plastic Supplies Direct. We recommend using the original packaging or, if required, source new packaging. Return delivery costs will only be reimbursed with an invoice or receipt of the costs incurred. Faulty goods may require a site visit by the manufacturer of the product before any refund can be given. We will not be able to refund or exchange any faulty product without either us or the manufacturer agreeing that the item is faulty. Please note a damaged product is not a faulty product. If you receive your order, and are missing any items, please report this to us within 48 hours of receipt in order for us to resolve the issue. This does not affect your statutory rights.
As we begin processing and dispatching straight after order placement, in most cases we are unable to cancel an order once it has been placed. Please return the items as soon as you have received them by Emailing us for an RMA Number. Please do not refuse delivery of your order. Refusal of delivery will result in your refund being held until your order has been returned to us which can in some cases be a longer process than to return the order yourself. We are also unable to change an order once it has been placed. If you have forgotten any item(s), please purchase it separately as a new order.
We use Sage Pay to accept payment via our online store. Payment for your order is taken in full, including delivery and tax.