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Old 19-01-2020, 03:59 PM   #11
JoranRaven
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I’d respond and say you’ve provided images of the defective item, say they’re welcome to have the time collected if they wish to verify that it is damaged before refunding the cost of the plate or providing a new one.

If they do want it returned, make sure you make it clear that they’re responsible for the cost of its return.

As others have stated, not much point in them having it back NSO it would be simpler if they simply replaced it, but they’re allowed to inspect it...
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Old 19-01-2020, 05:23 PM   #12
packard
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I would not be happy send back, ask for refund. If you paid by card you have various rights under various remote selling and credit card.
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Old 20-01-2020, 09:33 AM   #13
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I'd be asking for a refund or replacement in fairness, regardless of cost.
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Old 20-01-2020, 10:38 AM   #14
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This is the reply I got-

Our website clearly states no returns or refunds as this is a custom made product which forms a part of the terms and conditions you accept when purchasing, this is standard procedure for all custom made products you may source. In your case I would love*to help you if I could see any problem but your photos do not show any defects that warrant a refund or return, they are not damaged and it doesn’t appear they have been damaged in transit either, they appear from your pictures to more than acceptable.*



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Old 20-01-2020, 11:40 AM   #15
RS3
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Not an acceptable response. Are you able to charge back your credit card or however you made payment. Are they far from you?.
Also, are those plates legal?. Looking on their website it doesn't look like they have the BS AU 145d printed anywhere or an identifier of the plate manufacturer which it needs.
See page 8 of: https://assets.publishing.service.go...tes-inf104.pdf
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Old 20-01-2020, 11:50 AM   #16
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You should try to re-take the photos in better light - maybe even use the flash. It's hard to see the damage because the digits are black so I'd experiment with angles and light to show the damage clearer.

I'd agree that's a pretty sh**ty response from them.
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Old 20-01-2020, 11:56 AM   #17
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You can't return customised items for the standard distance selling regs of 'because you've changed your mind' which is understandable, but they're still eligible for refund or replacement for not being fit for purpose or of satisfactory quality.

I'll admit, it's hard to see from your photos what the damage is, I'm assuming it's the white scuff / scrape on the bottom of one of the characters? It does just look like a normal reflection in most of the pics.
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Old 20-01-2020, 12:08 PM   #18
RS3
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Yes, regardless of the bespoke nature of them you can return for a refund if you are not happy regardless of weather they are faulty or not. Remind them of the online and distance selling regulations.
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Old 20-01-2020, 12:52 PM   #19
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Give your local trading standards a ring mate for some advice, then when you do get back in touch you can state that you've been given advice from trading standards and expect XYZ.
Good Luck.
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Old 20-01-2020, 01:58 PM   #20
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They'd be going back out of principle, how did you pay for them?
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