Returns and Cancellations Policy
This policy explains how to request a cancellation or return, who pays the return costs and how refunds are processed. It applies to all customers.
For help, email [email protected] with your order number, the items and quantities involved, and the reason for contacting us.
Quick answers
Bespoke sheets and canopies: We do not accept change of mind cancellations, returns or refunds for polycarbonate, acrylic or PVC sheets, or canopies, made to your individual specifications. This includes cut to size products.
Stock length and packeted accessories: These can be cancelled or returned under the conditions in sections 2 and 3. We do not cut accessories to size.
Problems with an order: Please report damage, missing items or incorrect goods within 7 calendar days of delivery. We prefer to hear from you within 72 hours so we can resolve the issue promptly. Check everything before cutting or installation.
Unwanted returns: You arrange and pay the carrier directly. We do not offer a collection service for change of mind returns. See section 3 for the circumstances in which we pay the return costs.
Find the answer you need
- 1) Order amendments
- 2) Cancellations
- 3) Returns and refunds
- 4) Problems with your order
- 5) The returns process
1) Order amendments
Email us as soon as possible if you need to change an order. We will confirm whether the change can be made, any difference in price, the effect on delivery and any administration fee before you agree to proceed.
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 the extra work involved. We will confirm any extra payment or refund resulting from the change in the goods ordered.
Once cutting or manufacture has taken place, changes are considered individually and cannot be guaranteed.
Full details of order amendments are set out in our Terms and Conditions.
2) Cancellations
Bespoke sheets and canopies
We do not accept change of mind cancellations, returns or refunds for polycarbonate, acrylic or PVC sheets, or canopies, made to your individual specifications. This includes sheets cut to your measurements and Evolution Canopies made to your requirements.
Please check your measurements, thickness, colour and glazing requirements before ordering. The bespoke exclusion applies once the contract is formed, even if cutting or manufacture has not started. It does not remove your rights if the goods are faulty, incorrect or not as described.
Stock length and packeted accessories
Accessories are supplied in the advertised stock lengths or packets. We do not offer a cut to size service for accessories.
If you are buying wholly or mainly for personal use online, by telephone or by email, you have a 14 day legal right to cancel eligible goods that are not made to your individual specifications. This includes stock length and packeted accessories. The right starts when the contract is made and ends 14 days after the day you, or someone you nominate, receives the goods. If an order arrives in separate parts, the period runs from the day after the final item arrives.
Agreed cancellations and administration fees
If you do not have a legal cancellation right, a change of mind cancellation needs our written agreement. Cancellations agreed within 24 hours of placing the order carry no administration fee. After 24 hours, we may charge a reasonable administration fee for the work and costs involved. We will explain the amount and the refund before you agree to proceed.
We do not charge an administration fee when you exercise your legal consumer cancellation right or end the contract because we have failed to meet our obligations. The exclusion for bespoke sheets and canopies remains as stated above.
How to request a cancellation
Email [email protected] with your order number and the items and quantities you wish to cancel. You do not need to give a reason when using your legal cancellation right. You can use the optional template in section 5 or give us any other clear cancellation notice.
3) Returns and refunds
Change of mind returns
Bespoke sheets and canopies cannot be returned because you have changed your mind. For goods covered by the legal cancellation right in section 2, tell us you wish to cancel within the cancellation period, then send the goods back within 14 days after telling us.
For any other change of mind return, contact us first. We will confirm in writing whether we can accept it, the refund you would receive and any administration fee. The fee will reflect the work or costs of processing your return. We will explain it before you arrange transport and will not charge twice for the same work or cost.
When you pay the return costs
For change of mind returns, you arrange the carrier and pay the return transport costs directly, unless consumer law requires us to cover them or one of the reasons below applies. The carrier’s charge is separate from your refund and is not deducted from it by us. We do not offer a collection service for unwanted goods.
When we pay the return costs
We pay the return costs when:
- the goods are faulty, incorrect or not as described;
- we tell you about an error in the price or description and you choose to end the contract;
- you end the contract under this policy because there is a risk of a significant delivery delay caused by events outside our control;
- you have a legal right to end the contract because of something we have done wrong.
If your return is due to one of the reasons listed above, contact us directly first at [email protected]. Please do this before arranging or paying for transport so we can confirm how the goods should be returned and how the return costs will be covered.
Refund method and delivery fee
All refunds are made to the original payment method only.
We charge one delivery fee per order. If you use your legal right to cancel the whole eligible order, we refund the delivery fee you originally paid in full. For a partial cancellation, the fee remains payable if it still applies in full to the goods you keep.
Inspection and refund timing
When your goods arrive back on site, we will inspect them promptly and process your refund as soon as possible and within 14 days of receipt. For a consumer change of mind return, if we receive evidence that you have sent the goods back before they arrive, we must refund within 14 days of receiving that evidence.
If you cancel an eligible consumer order before dispatch, we refund within 14 days of your cancellation. For faulty, incorrect or misdescribed goods, we refund within 14 days after agreeing that you are entitled to a refund. For other agreed returns, we confirm the refund timing in writing before you arrange transport.
Goods that have been used or altered
If we gave you the required cancellation information before you ordered, we can reduce the refund for a consumer change of mind return to reflect a loss in value caused by handling beyond the checks you could make in a shop, such as cutting, fitting or using the goods. We explain any deduction. This is separate from transport costs.
4) Problems with your order
Check and report before installation
Check the goods as soon as possible after delivery and before cutting, drilling or installation. You have 7 calendar days from delivery to report visible damage, missing items or incorrect goods so we can raise the issue with the manufacturer, supplier or distribution team. We prefer to hear from you within 72 hours so we can investigate and resolve the issue promptly.
Email [email protected] with your order number, the items and quantities affected, and a description of the problem. Please attach clear photographs of the affected goods and a photograph of the delivery note, where available.
Do not install or alter goods if you can see a problem. Contact us first so the issue can be assessed and the necessary action agreed before installation. Continuing to cut or install affected goods can make it harder to establish when damage occurred and can cause further damage. We are not responsible for damage caused by incorrect handling, cutting or installation.
Your rights if something is wrong
The 72 hour preference and 7 day reporting window help us deal with delivery issues promptly. Neither removes your statutory rights or prevents you from reporting a fault discovered later. These rights also apply to bespoke polycarbonate, acrylic and PVC sheets and canopies.
The Consumer Rights Act 2015 provides consumers with an initial 30 day right to reject goods that are faulty, unfit for purpose or not as described. Further rights to repair, replacement, a price reduction or a refund continue after that period. See our Terms and Conditions for the full details of remedies and warranties.
For delivery issues, guarantees and other responsibilities relating to your order, please read our Terms and Conditions.
5) The returns process
Contact us
Email [email protected] before arranging transport. Include your order number, the items and quantities involved, and whether you are cancelling, returning unwanted goods or reporting a problem. We will explain the next steps and whether the return falls under section 3 or section 4.
Prepare the goods
Package the goods securely to protect them in transit. Keep the original packaging where possible. For a change of mind return, do not cut, drill, fit or use the goods beyond what is needed to inspect them.
Arrange transport and send the tracking details
For a change of mind return, book and pay the carrier yourself. Use a tracked service and email us the carrier’s name, tracking details and expected delivery date. Keep your proof of dispatch. If we are paying the return costs for a reason listed in section 3, agree the transport arrangements with us first.
Return address
Unit 5, Boston Road, Heckington, Sleaford, NG34 9JD.
Inspection and refund
We will inspect returned goods and confirm the refund and any explained deduction. Refunds are made using the original payment method, within the deadlines set out in section 3.
Optional cancellation request template
You can copy the details below into an email to [email protected]. The template is optional; any clear cancellation notice is sufficient. Include the information you have available.
I wish to cancel my order for the following goods:
Order number:
Date ordered:
Date delivered, if received:
Customer name:
Customer delivery address:
Date submitted:
Items and quantities of the goods to cancel:
Interpretation
We, us and our: Century Plastics Ltd trading as The Polycarbonate Store.
You, your and customer: The person or organisation placing the order.
Consumer: An individual buying wholly or mainly outside their trade, business, craft or profession. This is the legal meaning used when this policy refers to consumer rights.
Bespoke goods: Goods made to your individual specifications, including polycarbonate, acrylic or PVC sheets and canopies made to your requirements.
Accessories: Components supplied in the advertised stock lengths or packets. We do not cut accessories to size.
Writing: Written communication, including email.
Days: Calendar days, including weekends and bank holidays. Statutory cancellation, return and refund deadlines ending on a Saturday, Sunday or bank holiday extend to the next working day.
Administration fee: A reasonable charge for work or costs involved in an agreed amendment, cancellation or return under this policy. We explain the amount and basis before you agree.
Return costs: The carrier’s charge for transporting goods back to us. This is separate from the original delivery fee and any administration fee.
Your statutory rights
The consumer cancellation rights described here arise under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The Consumer Rights Act 2015 protects consumers where goods do not meet the required standards. Nothing in this policy removes rights that the law does not allow a contract to exclude.
For the wider terms governing your order, please read our Terms and Conditions.
UPDATED: NOVEMBER 2026 | THE POLYCARBONATE STORE
