Business Policies

Business Policies: SurePlates.co.uk (SurePlates Limited)

This page is intended to assist customers and shoppers to understand our operating practices and procedures and provide a detailed overview into the way in which we handle our online operations. This page covers the business policies pertaining to our online operations such as shipping, customer services, refunds, etc.

 

Couriers, Shipping Services, Dispatch Times

 

SurePlates will dispatch to the United Kingdom and Northern Ireland only. Your parcel will dispatch within 1 working day after your order has been placed. The average processing time is < 1 business day. Each shipment is dispatched with a tracking number, and details of how to track your parcel are e-mailed to you automatically once your order has been completed. We offer the following shipping methods:

 

  • 2nd Class Signed For
  • Tracked 24
  • Guaranteed By 1 PM

 

Tracked 24 and Guaranteed By 1PM are fully tracked (end-to-end) and provide detailed status updates. 2nd Class Signed For is not fully tracked, and instead provides proof of delivery via customer signature and GPS coordinates. Occasionally we offer other services which can be viewed and selected from the basket and checkout pages. Expected delivery dates are always provided next to the delivery method.

 

Your Right To Returns & Refunds

 

We offer a no quibbles returns policy and we are happy to accept returns for any purchase you have made through our website. You have the right to cancel any purchase you make within 14 days, for any reason. You must return your product to us, with your return dispatch being no later than 14 days. We complete the refund process only after receiving the product, and advise all customers to use a tracked shipping method when returning. The cost of returns is to be paid by the customer.

 

We do not accept returns later than 14 days.

 

Customer Services & Customer Relations

 

The vast majority of e-mails, phone calls and support tickets are answered the same working day. We try to resolve all queries as quickly as possible, and our customer service channels are monitored daily during business hours of 09:00 – 17:00 Monday – Friday. We often monitor our customer service channels after hours, but cannot guaranteed this.

 

You may reach out to us by e-mailing help@sureplates.co.uk, using the contact page on our website and submitting a query, or by sending us a direct message on Facebook.

Buying From Us – Payment

 

When purchasing from us via our website, payment must be made at the point of your order being placed. Due to the nature of our payment gateway, basket and checkout pages, orders are not available to us for processing until payment has been taken. We use the Stripe payment gateway for all sales via our website and you are protected under the direct debit guarantee.

 

When purchasing from us in-person, payment is to be made immediately before your number plates are assembled.

 

Cheques & bank transfers are not accepted.

 

Your Warranty Period

 

Your number plates are protected for a period of 2-years after the product has been received. We cover the following complaints:

 

  • Delamination of the reflective backing
  • Water damage – i.e., water seeping into your plates and causing damage to the acrylic or reflective vinyl
  • 4D/gel resin characters are protected should they come loose
  • Warping / bending of your acrylic plates

 

We do not cover general wear and tear, including scratches, chips due to regular road use, accidental damage by the customer, theft, or number plates falling off your vehicle because of improper attachment.