ROUTING SLIP / RETURNS
Returns & refunds.
Everything we make is printed in your company's brand and produced only once you order it. That keeps things waste-free, and it shapes how returns work.
No change-of-mind returns
Because each item is made to order and personalised with your company's branding, it cannot be resold, so we are not able to accept returns simply because you have changed your mind. This is allowed under the Consumer Contracts Regulations 2013 for made-to-order and personalised goods. Please choose your sizes and quantities carefully before you check out.
If something is faulty, damaged or wrong
This is where we always look after you. If an item arrives faulty, damaged in transit, or is not what you ordered, you have full rights under the Consumer Rights Act 2015, and we will sort it out:
- A full refund if you let us know within 30 days of receiving a faulty item, or
- A free repair or replacement, or
- A partial refund if a repair or replacement is not possible.
How to report a problem
- Email hello@plybox.co with your order reference and a quick description of the problem.
- Where you can, attach a photo of the fault or damage. It helps us fix it fast.
- Please get in touch within a reasonable time of receiving your order, ideally within 30 days.
You will not be out of pocket for a faulty or incorrect item: we cover the cost of return postage and the replacement or refund.
Refund timing
Once we have agreed a refund, we will process it within 14 days, back to the payment method you used. Your bank may take a few extra days to show it.
Your statutory rights
Nothing here affects your legal rights as a consumer. If you would like advice on those rights, you can contact Citizens Advice. If we cannot resolve a complaint between us, email hello@plybox.co and we will tell you the next steps, including whether we are willing to use a certified alternative dispute resolution provider.