Terms & Conditions

1) About these terms

1.1) What these terms cover.

These terms govern the goods we supply through our website, by telephone and by email. Please read them before ordering. They explain the order process, delivery and collection, changes, cancellations, returns and what happens if something goes wrong.

1.2) Related information.

Read these terms with our Returns and Cancellations Policy, Delivery Information and Collection Policy. The cancellation, return and refund provisions below follow the Returns and Cancellations Policy and do not add restrictions to it. Nothing in these terms or a linked policy removes rights that cannot be excluded by contract.

1.3) The terms for your order.

The terms and product information provided when your contract is made apply to that order. Later website changes do not automatically change an existing contract. Keep your order confirmation and a copy of the terms for reference.

2) Who we are and how to contact us

2.1) Our company.

We are Century Plastics Limited, trading as The Polycarbonate Store, registered in England and Wales under company number 02558642. Our VAT number is 780467703. Our registered office is 5.2 Central House, 1 Ballards Lane, London, N3 1LQ.

2.2) Our locations.

Our Sales and Customer Service office is at 3 Carriage Drive, White Rose Way, Doncaster, DN4 5JH. Our warehouse and returns address is Unit 5, Boston Road, Heckington, Sleaford, NG34 9JD. Collection of orders must be arranged with us first.

2.3) Contact details.

For an existing order, cancellation, return or complaint, email [email protected]. For sales enquiries, email [email protected]. You can telephone us on 0114 357 0327 or use our contact form. Our website is thepolycarbonatestore.co.uk.

2.4) How we contact you.

We use the telephone number, email address or correspondence address you provide. Please check those details and tell us promptly if they change.

3) Interpretation

3.1) We and you.

“We”, “us” and “our” mean Century Plastics Limited trading as The Polycarbonate Store. “You”, “your” and “customer” mean the person or organisation placing the order. “Goods” means the products ordered from us.

3.2) Consumer.

A consumer is an individual buying wholly or mainly outside their trade, business, craft or profession. This definition explains when the consumer rights described in these terms apply; all customers use the same contact and returns process.

3.3) Cut to size and bespoke goods.

Cut to size means a sheet is cut to the measurements you supply. We use bespoke for goods made to your individual specifications, including cut to size polycarbonate, acrylic and PVC sheets and canopies made to your requirements. Accessories are components supplied in the advertised stock lengths or packets.

3.4) Writing and time periods.

“Writing” and “written” include email. Days are calendar days unless we say working days. Working days are Monday to Friday, excluding bank and public holidays. The special rules for calculating statutory cancellation periods continue to apply.

3.5) Administration fee.

A reasonable charge for work or costs involved in an agreed amendment, cancellation or return where these terms permit one. We explain the amount and basis before you agree. Return transport costs are separate.

4) Orders and your contract

4.1) Check your order.

Check the product, thickness, colour, dimensions, quantities, taping selection, accessories and delivery or collection details before submitting your order. Tell us immediately if you notice an error.

4.2) When we accept.

Your contract is formed when we email confirmation that we have accepted your order. We require payment confirmation before acceptance. A payment receipt or an email that only acknowledges receipt of an order is not, by itself, acceptance.

4.3) If we cannot accept.

We will contact you if we cannot accept an order, for example because of availability, an error in the price or description, or a production limit. We will refund any payment taken for goods we do not accept. We will not substitute a materially different product without your agreement.

4.4) Order number.

Please quote your order number when contacting us. If your expected order confirmation does not arrive within a few hours, check your junk or spam folder and contact our team.

5) Goods and specifications

5.1) Product information.

We supply goods that match the agreed description and specification. Photographs illustrate appearance, and colour can look different on different screens. Illustrative images and approximate figures do not override an agreed material, dimension, product feature or performance requirement.

5.2) Cutting tolerance.

Cut to size sheets are supplied with a cutting tolerance of plus or minus 5mm, unless the product page or our written agreement states a different tolerance. For example, a requested width of 1000mm may measure between 995mm and 1005mm. This tolerance is separate from the clearance needed for thermal movement during installation.

5.3) Measurements and approval.

Where you give us finished sheet dimensions, we work to those dimensions and the stated tolerance; we do not automatically apply glazing bar deductions. Check the chosen glazing system, support arrangement and allowances before ordering. If you want us to calculate sizes, ask us and provide complete framework measurements. Before placing or paying for the order, you must check and approve the final dimensions and any calculation provided. Tell us about anything unclear before agreeing to proceed. We are not responsible for fitting problems caused by incorrect measurements you supply or changes you make to our calculations. Your approval and payment do not remove our responsibility for errors we make in calculations or advice we have agreed to provide.

5.4) Accessories and components.

Accessories are supplied in the lengths or packet quantities advertised. Fixings are not included unless the product listing expressly says they are. Components are sold separately unless the listing expressly describes a complete kit. Evolution Canopies are supplied as the kit described on their product pages.

6) Pre taping of multiwall sheets

6.1) The service.

We offer complimentary pre taping of twinwall and multiwall polycarbonate sheets, with solid aluminium tape at the top end and anti dust breather tape at the lower end. This is separate from the protective surface film and does not replace suitable sheet closures or the required flashing.

6.2) Your selection.

Select the taping option when ordering online. For telephone or email orders, tell us if you do not want pre taping. Where no different instruction is recorded, our standard preparation includes pre taping.

6.3) Preparation mark.

To prepare the ends, approximately 10mm of protective film is trimmed back, which may leave a visible preparation line. Appropriate roofing components can cover this area. If appearance at an exposed end matters, discuss an untaped supply before ordering. A normal preparation mark is not itself a defect; this does not exclude a claim for actual damage or faulty workmanship.

7) Changes to orders

7.1) Ask us promptly.

Email [email protected] as soon as you need an amendment. We will confirm whether it is possible, any price difference, effect on delivery and administration fee before you agree to proceed.

7.2) Charges.

There is no administration fee for an amendment requested within 24 hours of placing the order if we can make the change. After 24 hours, a reasonable administration fee may apply for extra work. Any change in the price of the goods is separate from that fee.

7.3) Bespoke production.

After cutting or manufacture, amendments are considered individually and cannot be guaranteed. A request to amend does not create a right to cancel cut to size or bespoke goods. No amendment fee applies to correcting our own error or supplying the goods as agreed.

8) Delivery

8.1) Coverage and charge.

We deliver to mainland UK addresses within our published delivery area. We do not offer international, Northern Ireland or offshore island delivery. The current standard mainland delivery charge is £30 including VAT per order. Check Delivery Information and contact us about restricted locations before ordering. We confirm any separately agreed service or additional charge before you commit to it.

8.2) Estimated lead times.

Our usual estimates are 3 to 10 working days for the main delivery areas and 7 to 14 working days for extended routes. Larger orders may take up to 3 weeks, and Evolution Canopies typically take 2 to 4 weeks from order confirmation. Particular products or remote locations may require longer; we will explain the estimate for your order. Working day calculations start on the next working day after ordering.

8.3) Scheduling and split deliveries.

We email you when the order is scheduled, with dispatch and expected delivery information. These are estimates unless we expressly agree a binding date. Orders may be split between warehouses and arrive separately, with one delivery fee.

8.4) Project deadlines.

Tell us about essential deadlines before ordering so we can confirm whether we can meet them. Do not book installation labour or equipment until the whole order has arrived and been checked. This planning advice does not remove our responsibility where we fail to meet a contractual obligation.

8.5) Delivery delays.

We will update you about significant delivery delays. Under the Consumer Rights Act 2015, consumer orders must arrive within 30 days unless another period has been agreed. If we miss that period, you can give us a reasonable further deadline and cancel if we miss it. You can cancel immediately if we refuse delivery or miss a deadline that was essential when the contract was made, including one you told us was essential before ordering. See section 11 for significant delays caused by events outside our control.

8.6) Access and unloading.

Tell us before scheduling about narrow roads, vehicle restrictions, permits, restricted parking or other access issues. Delivery is kerbside at a safe accessible unloading point; drivers do not carry goods through buildings or lift them onto roofs. For goods exceeding 5m, suitable assistance must be available for safe unloading. Tell us before ordering if assistance or access will be a problem.

8.7) Receiving the order.

Keep your contact number available on delivery day. If unloading is unsafe, we will discuss the next step. Route changes may be unavailable after loading; this does not remove cancellation rights under section 11. For unattended delivery, see section 8.8.

8.8) Safe place deliveries.

Before scheduling, send written instructions and photographs showing the exact safe place and access. Choose a secure, sheltered location suitable for the goods. We must confirm acceptance in writing. Without photographs and confirmation, unattended delivery is not authorised: arrange for someone to receive the goods. We remain responsible for following accepted instructions. Section 8.9 covers unsuccessful deliveries.

8.9) Failed deliveries.

If delivery fails because of incorrect information, undeclared restrictions or missing agreed assistance, reasonable additional costs may apply. We explain the basis and agree arrangements before redelivery. We do not charge for failures caused by us. Report damage or discrepancies under section 14; signing a delivery note without recording a problem does not automatically remove your rights.

9) Collection ownership and responsibility for goods

9.1) Collecting a new order.

Collection by you or your carrier must be agreed with us. Allow at least 3 working days from ordering, counting from the next working day and excluding weekends and bank holidays. Preparation may take longer depending on stock and cutting requirements. Wait for written confirmation of readiness and your collection slot.

9.2) Collection arrangements.

Bring your order confirmation or invoice, order number and proof of identity. If we issue a unique collection code, you or your carrier must also provide it. We will not release goods without checking these requirements. Give your carrier these instructions. Send labels and special instructions at least 24 hours before your slot and agree additional packaging in advance. Collect within one week of the confirmed date unless otherwise agreed.

9.3) Checking collected goods.

Check items, quantities and condition before leaving. Arrange suitable transport and protection. We are not responsible for damage caused after handover by your carrier or your handling, transport or storage. We remain responsible for existing faults, incorrect goods we supply and damage we cause.

9.4) Ownership and responsibility.

Ownership passes on full payment. For consumer deliveries arranged by us, responsibility for loss or damage stays with us until you or your nominated recipient physically receives the goods. For collection, it passes on handover to you or an independent carrier you commission that we did not offer. For business orders, transit responsibility passes on completed delivery or handover to your independently arranged carrier. We remain responsible for earlier faults and our own failure to meet the contract.

10) Storage installation and warranties

10.1) Storage.

Remove outer transport wrapping after delivery and store the goods in accordance with the supplied manufacturer instructions and our storage guidance. Outer transport wrapping is different from the protective surface film. Protect sheeting and accessories from direct sunlight, heat build up, moisture and unsuitable stacking while in storage.

10.2) Before installation.

Check the whole order before cutting, drilling or fitting. Do not install or alter goods if you can see a problem. Contact us first. Continuing can cause additional damage and make the original cause harder to establish; it does not automatically remove rights relating to an existing fault.

10.3) Installation requirements.

Use the instructions for the actual product and system supplied. Check the supporting structure, sheet orientation, roof pitch, support spacing, glazing details, fixings, thermal movement allowances, compatible accessories and weathering.

10.4) Damage outside our responsibility.

We are not responsible for damage caused by incorrect measurement, handling, storage, installation, cleaning, maintenance or use outside the agreed application, where that damage is not caused by our breach or incorrect advice. Condensation is not, by itself, proof of a product defect; its cause must be assessed. These provisions do not remove remedies for faulty, incorrect or misdescribed goods.

10.5) Manufacturer warranties.

Check the warranty for your product before ordering; cover varies between ranges and suppliers. We may request photographs, dimensions and fitting details to investigate a claim. A manufacturer warranty is additional to your statutory rights as a customer and does not replace or reduce them.

11) Cancellations and ending the contract

11.1) Cut to size and bespoke sheets and canopies.

We do not accept change of mind cancellations, returns or refunds for cut to size or bespoke polycarbonate, acrylic or PVC sheets, or canopies made to your individual specifications. Cut to size means sheets cut to the measurements you supply. Bespoke means products made to your particular requirements, including Evolution Canopies. This exclusion applies once the contract is formed, even before cutting or manufacture starts. It does not remove your rights if the goods are faulty, incorrect or not as described, or if we fail to meet the contract.

11.2) Stock length and packeted accessories.

These goods are supplied in the advertised lengths or packets, without a cutting service. A consumer buying online, by telephone or by email has a right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel eligible goods not made to their specifications. That right includes eligible stock length and packeted accessories.

11.3) The cancellation period.

The consumer right begins when the contract is made and ends 14 days after the day you, or your nominated recipient, receives the goods. If goods in one order arrive separately, the period ends 14 days after the day the last item arrives. Tell us within that period, then send the goods back within 14 days after telling us. You do not need to give a reason.

11.4) Agreed cancellations outside that right.

Where there is no cancellation right, a change of mind cancellation needs our written agreement. If agreed within 24 hours of ordering, there is no administration fee. After 24 hours, a reasonable administration fee may apply for the work and costs involved. We explain the amount and refund before you agree. This does not create a right to cancel cut to size or bespoke goods.

11.5) When no administration fee applies.

We do not charge an administration fee when you exercise your consumer cancellation right or end the contract because we have failed to meet our obligations. A production or delivery processing stage does not remove a cancellation right for eligible non bespoke goods.

11.6) Ending because something has gone wrong.

You may end the affected contract if we tell you about a pricing or description error and you do not wish to proceed, if supply risks a significant delay because of events outside our control, if we suspend supply for technical reasons for more than 30 days, or if our breach entitles you to end it. We will refund payments for goods not supplied under the ended contract and explain return arrangements for any affected goods already supplied. This also applies to bespoke goods where a listed reason for ending the contract arises; the bespoke exclusion concerns change of mind.

11.7) How to tell us.

Email [email protected] with your order number and the items and quantities involved. The optional notice at the end can help, but any clear cancellation statement is sufficient. Contact us before arranging transport so we can explain the correct process.

For the step by step process, see our Returns and Cancellations Policy.

12) Returns and return costs

12.1) Unwanted goods.

Bespoke and cut to size goods described in section 11.1 cannot be returned because you change your mind. For eligible consumer cancellations, follow the notification and return periods in section 11.3. Any other change of mind return requires our written agreement. We confirm whether we can accept it, the refund and any reasonable administration fee before you arrange transport. We do not charge twice for the same work or cost.

12.2) Where to return.

Our returns address is Unit 5, Boston Road, Heckington, Sleaford, NG34 9JD. Contact us before arranging transport so we can identify the goods and explain the arrangements. Package goods securely and retain the original packaging where possible. Original packaging is not an absolute condition for a consumer cancellation or a remedy for faulty goods.

12.3) When you pay.

For a change of mind return, arrange and pay your carrier directly, unless we are required to cover the return costs or section 12.4 applies. The carrier’s charge is separate from your refund and is not deducted by us. We do not collect change of mind returns; this is separate from collecting a new order under section 9. Send us the carrier’s name, tracking details and expected delivery date, and retain proof of dispatch.

12.4) When we pay.

We pay return costs for faulty, incorrect or misdescribed goods; where you end because of a pricing or description error we have notified; where you end under this policy because a significant delivery delay is likely from events outside our control; or where our breach gives you a right to end the contract. Contact us directly before booking or paying for transport so we can arrange how the goods and costs will be handled. Consumer goods validly rejected as faulty can be made available for our collection unless a return arrangement is agreed.

13) Refunds

13.1) Payment method and delivery fee.

All refunds are made using the original payment method only. We charge one delivery fee per order. If you use your consumer right to cancel the whole eligible order, we refund the delivery fee originally paid in full. For a partial cancellation, that fee remains payable if it still applies in full to the goods you keep.

13.2) Used or altered goods.

If we provided the required cancellation information before ordering, a consumer change of mind refund may be reduced for a loss in value caused by handling beyond the checks you could make in a shop, such as fitting, cutting or using the goods. We explain any deduction. This is separate from transport costs.

13.3) Consumer cancellation refunds.

We inspect returned goods promptly and refund without undue delay. The refund is due within 14 days after the goods arrive back. If we receive evidence that you have sent them back before they arrive, the 14 days starts when we receive that evidence. Inspection does not extend the deadline. For a cancellation before dispatch, we refund within 14 days after your cancellation.

13.4) Faulty goods and other agreed refunds.

For faulty, incorrect or misdescribed goods, we refund without undue delay and within 14 days after agreeing your entitlement to a refund. For other agreed cancellations or returns, we confirm the amount and timing in writing before you proceed. Any statutory deadline still applies.

14) Problems with your order

14.1) Check and report.

Check the goods as soon as possible after delivery. Please report visible damage, missing items or incorrect goods within 7 calendar days so we can raise the issue promptly with the manufacturer, supplier or distribution team. We prefer to hear within 72 hours. Neither the preference nor the reporting window removes statutory rights or prevents a later fault being reported.

14.2) What to send.

Email [email protected] with your order number, the items and quantities affected and a description of the problem. Attach clear photographs of the affected goods and the delivery note where available.

14.3) Do not install affected goods.

Contact us before cutting, drilling or installing goods with a visible problem. We are not responsible for additional damage caused by incorrect handling or installation.

14.4) Our duty.

Goods must meet the contract, including the agreed description and specification. Consumers are protected by the Consumer Rights Act 2015, including requirements for satisfactory quality, fitness for a purpose made known to us where the Act applies, and correspondence with description. These protections also apply to cut to size and bespoke goods.

14.5) Consumer remedies.

Consumers have an initial 30 day right to reject goods that do not meet the required standards, starting the day after ownership has passed, the goods have been delivered and any installation or other enabling work required of us is complete. The period pauses while an agreed repair or replacement is carried out. Rights continue after that period: repair or replacement must be provided within a reasonable time, without significant inconvenience and at our necessary cost, subject to the Act’s rules on impossibility and disproportionate cost. A price reduction or final rejection may be available where the Act’s conditions are met. We do not make those remedies conditional on our discretion.

14.6) Investigating a fault.

We may reasonably inspect the goods and request information to establish the cause. For consumer claims for repair, replacement, a price reduction or final rejection, a fault appearing within 6 months is presumed to have been present on delivery unless we establish otherwise or that presumption is incompatible with the goods or fault. This presumption does not apply to the initial 30 day right to reject. A manufacturer investigation does not replace our responsibility as the seller.

14.7) Other customers.

Where a purchase is for business use, the agreed product description and contractual obligations still apply, together with rights that cannot be excluded. Use the same reporting process above so we can investigate and confirm the appropriate remedy.

15) Price and payment

15.1) Prices.

Prices are in pounds sterling and include VAT. Delivery and any additional agreed charges are shown before you place the order. Payment is required before order processing.

15.2) Payment methods.

Use the payment methods offered at checkout or agreed with our team. Any separate credit or payment provider agreement is explained by that provider. Do not send payment card details by email.

15.3) Pricing errors.

We check prices before acceptance where possible. If we find an error before accepting, we contact you with the correct information and ask whether you want to proceed. If you do not, we refund any payment taken. We do not unilaterally increase the price of an accepted order; we explain the error and discuss your options.

15.4) VAT changes.

If the VAT rate changes before supply, we apply the rate required by law. Where the price still payable must change, we tell you before taking the additional payment. A change in VAT does not increase an order price already paid in full.

16) Responsibility for loss or damage

16.1) Loss caused by us.

We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care. A loss is foreseeable if it is an obvious consequence or if both parties knew when the contract was made that it might happen. We are not responsible for loss that was not foreseeable.

16.2) Planning your project.

You are responsible for planning your project and arranging installers, labour and equipment. Wait until the whole order has arrived and been checked before booking installation work. Tell us about essential deadlines before ordering, and do not treat an estimated delivery date as a confirmed installation appointment.

16.3) Time off work and personal loss of earnings.

We do not reimburse earnings lost because you take time off work to wait for an estimated delivery, or because you book installation work before the goods arrive and have been checked, where we have met our responsibilities under the contract. This does not remove a right to compensation for loss caused by our failure to meet those responsibilities.

16.4) Business losses.

If you buy for business use, we do not pay for lost profit, lost business, damage to your business reputation or other indirect business losses. The responsibilities in section 16.5 still apply.

16.5) Responsibilities protected by law.

We remain responsible for death or personal injury caused by our negligence, including the negligence of our employees, agents or subcontractors. We also remain responsible for fraud or fraudulent statements. Your statutory rights for goods that are faulty, not fit for an agreed purpose or not as described remain protected.

17) Customer specifications and rights in designs

17.1) Permission to use supplied material.

If you provide drawings, designs or other material for us to reproduce or manufacture, you must have permission to use it for that purpose. Tell us about any restrictions before we accept the order.

17.2) If a rights issue arises.

We may decline an instruction that would infringe another person’s rights. If a concern arises after acceptance, we will explain it and discuss a lawful alternative or the position for the affected order.

18) Complaints

18.1) Contact us.

Email [email protected] or contact our Customer Service team using section 2. Give your order number, the issue and the outcome you are seeking. We will investigate and respond using the contact details you provide.

18.2) Further help.

Our aim is to resolve concerns directly with you. If you remain unhappy after our review, we will explain the next steps and any relevant independent dispute resolution options, including whether we participate. This does not affect your right to seek a resolution through the courts.

19) Personal information

19.1) How we use it.

Our Privacy Policy explains how we use personal information, the purposes of processing and your data protection rights. These terms do not give us unrestricted permission to use or share your information.

20) Other important terms

20.1) If responsibility for your order changes.

We may transfer our rights and responsibilities to another organisation. If this happens, we will tell you and ensure that your existing contractual rights are protected.

20.2) Transferring your order.

Contact us if you want someone else to take over your rights or responsibilities under the order. We will consider reasonable requests and confirm any agreement in writing. This does not restrict a transfer that legislation allows without our consent.

20.3) Who the contract is with.

The contract is between you and us. Other people cannot enforce it under the Contracts (Rights of Third Parties) Act 1999 unless we expressly agree otherwise.

20.4) How the terms work together.

Each provision operates separately. If a provision cannot be enforced, the remaining terms continue to apply so far as they can operate independently.

20.5) When we exercise a right.

If we do not exercise a contractual right immediately, we may still exercise it later. We will confirm in writing if we agree to give up a particular right.

20.6) Which laws apply to this contract and where you may bring legal proceedings.

These terms are governed by English law and you can bring legal proceedings in respect of the goods in the English courts. If you live in Scotland you can bring legal proceedings in respect of the goods in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the goods in either the Northern Irish or the English courts.

Optional cancellation notice

Use this notice if you wish to cancel an eligible order. It does not create a change of mind cancellation right for cut to size and bespoke goods. The notice is optional: you can copy the details into an email or send another clear cancellation statement. Include the information available to you.

To: The Polycarbonate Store.

Email: [email protected].

I give notice that I wish to cancel my contract for the following goods:

Order number:

Date ordered:

Date delivered, if received:

Customer name:

Customer delivery address:

Date submitted:

Items and quantities to cancel:

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UPDATED: NOVEMBER 2026 | THE POLYCARBONATE STORE

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