Business Policies
The information below provides a complete list of Aplate’s digital business policies relating to our online service and to our customers. Non-relevant business policies (such as those used internally by our staff) are not documented here.
Payment
Payment is to be made immediately following an order being placed. Orders that have been placed require payment before they can be added to our ordering system. When a bail-out occurs prior to paying for an order, and immediately after clicking “Pay”, that order will not be created and will not be added to our ordering system. The item(s) will remain in your basket until payment has been completed, at which point the basket will be emptied and your order status will be updating to “Processing”.
Shipping & Handling
Aplates offers shipping to mainland United Kingdom only. Packages will be dispatched up to 3 working days after an order has been placed (this period is known as the processing period). The average processing time is 1 day. Every shipment is dispatched with a tracking number. If you do not receive a tracking number for your parcel, please contact us as soon as possible as there may be a problem with your order.
Defects, Returns & Refunds
Defects
Items that are damaged in transit may be returned to us and a full refund will be given once the item arrives back to us. All items returned to us are inspected for the purposes of fraud prevention. If we suspect the wrong item has been returned to us, we may escalate your case and/or refuse to refund your transaction.
Returns & Refunds
A return and/or refund will be accepted in a limited set of circumstances where the fault lies with Aplates or a third-party handler after the point of dispatch, including:
- You receive an item that does not exactly match what you ordered, or
- The product is unusable, where the fault lies with Aplates. An unusable item is deemed as one that:
- Arrived with the wrong registration marks on, where the fault lies with Aplates
- Arrived with the wrong colours (applies only to plates where a colour is used, such as Krystal plates), where the fault lies with Aplates
- There was significant damage to your plates where the fault lies with Aplates or a third-party handler (shipping handler)
Please contact us within 14 days and we will investigate your case. If found to be in your favour, Aplates will refund your transaction in full.
Items that have been returned because of defects and are confirmed defective will be refunded in full once we receive and inspect the item(s). In all cases, customers must begin the refund/return process in compliance with the time frames specified by law.
Number plates that contain incorrect registration marks cannot be resold by us, and must be destroyed by law. For this reason, number plates that have been manufactured, dispatched and received by the customer, but contain errors because the wrong information was supplied to Aplates, are not eligible for a refund.
Coupons & Discounts
Aplates occasionally offers discounts on selected products and may provide customers with coupon codes after they place an order. We may also provide public coupon codes that are distributed in order to attract new customers. These discount codes may be one-time use or may be usable multiple times. Discount codes cannot be stacked; this means you cannot keep adding coupons to reduce your order cost.
Warranties
Your plates come with a 12 month warranty. Please contact us as soon as you notice any defects including any of the 4 items below. We will replace your plates free of charge:
Delamination
If the reflective material begins to come away (delaminate).
Water Ingress
If the seal around the edge of your plate(s) breaks and water starts infiltrating deeper into your plate(s).
Characters Coming Off
If your registration marks come off for any reason, other than customer misuse, or any type of driving (such as heavy off-road driving) that may physically compromise the adhesive (such as debris hitting the registration marks).
Characters Fading or peeling
If your characters fade or lift from sunlight or basic car cleaning chemicals, affecting the readability of the plate(s), other than customer misuse by using aggressive cleaning chemicals, sprays or paints.
Please note that your warranty is only valid when you have submitted the documents needed to demonstrate your legal entitlement to the registration you have asked us to manufacture. If you would like to learn more, or if you wish to submit the relevant documents, please see the link here.
Customer Service Communication
We aim to respond to all forms of communication within 24-hours, regardless of the nature of each query. Aplates headquarters is operated in the United Kingdom and its local timezone is UTC. Please keep this in mind when anticipating a response from one of our customer service agents.
Customer Complaints
If you are not happy with the level of service you have received from us, you may write to us detailing your grievance. Please use our contact page and be as detailed as possible in your writing. We will investigate your case and attempt to resolve your complaints as quickly as possible.