Returns, Cancellations & Refunds Policy

Last updated: 11 September 2026

This policy explains how returns, cancellations, refunds and problems with goods or fitting services are handled by Trans-Ply Leeds Ltd, trading as Trans-Ply.

Nothing in this policy limits or removes any rights you have under UK consumer law.

1. About Trans-Ply

Trans-Ply Leeds Ltd trading as Trans-Ply
Company number: 16737650
Registered in England and Wales

Returns, workshop and correspondence address:
Unit 13 Albion Park
Albion Way
Leeds
LS12 2EJ

Email: contact@transply.co.uk
Telephone: 0113 403 4771

Please contact us before returning goods, particularly large, bulky or vehicle-specific products, so that we can confirm the appropriate return arrangements.

2. Consumer and business customers

Some legal rights differ depending on whether you are buying as a consumer or as a business.

For this policy, a consumer means an individual acting wholly or mainly for purposes outside their trade, business, craft or profession.

If you are purchasing wholly or mainly for business purposes, including on behalf of a company or fleet, see Section 15: Business customers.

CHANGE-OF-MIND RETURNS

3. Standard goods bought online, by telephone or at a distance

If you are a consumer and buy standard goods from us online, by telephone or through another distance-selling method, you will normally have the right to cancel the purchase without giving a reason.

You must tell us that you wish to cancel within 14 days after the day you receive the goods.

Once you have told us that you are cancelling, you normally have a further 14 days to return the goods.

You can tell us by:

Email: contact@transply.co.uk
Telephone: 0113 403 4771

You may also use the cancellation form at the end of this policy, although you do not have to use that form.

4. Condition of change-of-mind returns

You may inspect goods in the same way that you reasonably could in a shop.

You are responsible for taking reasonable care of goods while they are in your possession.

If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, and their value has been reduced as a result, we may make an appropriate deduction from the refund where the law allows us to do so.

You do not lose your legal cancellation rights simply because:

• Packaging has been opened.

• The original packaging is no longer available.

• You have reasonably inspected the product.

However, where possible, please return products in suitable protective packaging to reduce the risk of damage in transit.

5. Return costs for change-of-mind returns

Unless we have agreed otherwise or the law requires us to pay the return cost, you are responsible for the direct cost of returning goods when you cancel because you have changed your mind.

This can be significant for large items such as:

• Ply lining panels and kits.

• Floors.

• Racking.

• Roof equipment.

• Pipe carriers.

• Vehicle accessories.

• Other bulky products.

Please contact us before arranging a return of a large item. We may be able to help arrange suitable transport or collection, but any collection charge will be explained before it is arranged.

This section applies to change-of-mind cancellations. Different rules apply where goods are faulty, incorrect or not as described.

6. Refunds for cancelled online orders

Where you have a legal right to cancel, we will refund the amount due to you using the same payment method you originally used unless you expressly agree otherwise.

Where applicable, this includes the cost of our least expensive standard delivery method offered for the order.

If you selected a more expensive delivery service, such as an enhanced or express service, we are not required to refund the additional amount above our standard delivery cost.

We may withhold the refund until:

• We have received the returned goods; or

• You provide evidence that you have sent the goods back,

whichever occurs first where applicable.

Refunds will be made within the timescales required by law.

We do not charge a refund administration fee where you are exercising a statutory cancellation right.

BESPOKE AND PERSONALISED PRODUCTS

7. Goods made to your specifications

The normal 14-day change-of-mind cancellation right does not apply to goods that are genuinely made to your individual specifications or clearly personalised.

This can include, depending on the particular order:

• Panels manufactured or altered to measurements supplied by you.

• Non-standard ply lining components made specifically to your instructions.

• Custom-cut parts that differ from our normal standard product.

• Products specially modified at your request.

• Personalised panels, logos or branding.

• Other items manufactured specifically for your individual requirements.

A product is not automatically treated as bespoke simply because you selected a standard vehicle make, model, wheelbase or other normal option from our standard product range.

We will make it clear where an item is being supplied as a genuinely bespoke or personalised product.

Cancelling a bespoke order

If you contact us before work or manufacture has begun, we may be able to cancel a bespoke order.

Where cancellation is possible, we will tell you whether any reasonable costs have already been incurred.

Once materials have been ordered, cut, altered, manufactured or otherwise committed specifically to your individual specification, cancellation may no longer be possible or we may be entitled to retain an amount reflecting costs and losses reasonably caused by the cancellation.

This does not affect your rights if the finished product is faulty, not as described or does not conform to the contract.

PRODUCTS BOUGHT AT OUR WORKSHOP

8. Change of mind on goods bought in person

If you purchase goods in person from our workshop, there is normally no automatic legal right to return them simply because you have changed your mind.

We may choose to accept a return of an unused standard stocked product as a goodwill gesture, but this is at our discretion and does not create an ongoing right to return goods.

Your statutory rights remain unaffected where goods are faulty, not as described or otherwise do not conform to the contract.

FAULTY, INCORRECT OR MISDESCRIBED GOODS

9. Your rights when goods are faulty

Consumer goods supplied by Trans-Ply must meet the standards required by law.

Among other things, they must normally be:

• Of satisfactory quality.

• Fit for their intended purpose.

• As described.

• Correctly installed where installation forms part of our contract.

These rights apply whether the product was bought online, by telephone or at our premises.

They also apply to bespoke and personalised products.

A statement that an item is non-returnable, custom, made to order or installed does not remove your rights where the goods themselves are faulty or otherwise fail to conform to the contract.

10. Faulty goods within the first 30 days

Consumers normally have a short-term right to reject goods that do not conform to the contract within the applicable 30-day period.

Where Trans-Ply is also responsible for installing the goods, the applicable period can take account of when installation is completed.

If the legal requirements for the short-term right to reject are met, you may be entitled to a refund.

There are circumstances in which different remedies or timescales may apply, so please contact us as soon as you discover a problem.

11. Faults discovered after 30 days

Depending on the circumstances, you may be entitled to a:

• Repair.

• Replacement.

• Price reduction.

• Final right to reject the goods.

Where repair or replacement is the appropriate remedy, it must be provided within a reasonable time and without significant inconvenience to you.

Trans-Ply will bear the necessary costs where the law requires us to remedy faulty goods we supplied.

For faults identified within the first six months, consumer law contains rules about when a fault is presumed to have been present when the goods were supplied.

Rights can continue beyond six months depending on the circumstances and the expected life of the product.

A manufacturer's warranty ending does not automatically end your statutory rights.

12. Goods damaged by the customer or another party

We are not responsible for a problem caused solely by:

• Accidental damage after supply.

• Misuse.

• Neglect.

• Incorrect use.

• Unauthorised alteration.

• Incorrect installation by somebody other than Trans-Ply.

• Damage caused by another person attempting a repair or modification.

• Normal wear and tear where appropriate to the product's age and use.

However, the existence of unrelated customer damage does not automatically remove your rights in relation to a separate defect for which Trans-Ply is legally responsible.

FITTING AND OTHER SERVICES

13. Workshop and mobile fitting

Trans-Ply provides fitting services both:

• At our workshop at Albion Park, Leeds; and

• At customers' locations through our mobile fitting service.

Services supplied to consumers must be performed with reasonable care and skill.

Where relevant, we will also perform the service in accordance with information and commitments forming part of our agreement with you.

If our fitting service does not meet the required legal standard, please contact us so that we can inspect the issue and put it right.

Depending on the circumstances, your remedies may include:

• Repeat performance of the relevant work at no additional cost.

• A price reduction where repeat performance is impossible or cannot be carried out within a reasonable time and without significant inconvenience.

Nothing in this policy limits those statutory rights.

14. Customer-supplied products

We sometimes fit equipment supplied by the customer.

Where you supply the product yourself, Trans-Ply is responsible for carrying out the agreed fitting service with reasonable care and skill.

We are not responsible for an inherent defect, incompatibility or failure in a product that we did not supply, unless the problem was caused by our workmanship or we specifically accepted responsibility for identifying suitability as part of the agreed service.

If we discover that a customer-supplied product appears unsuitable, incomplete or unsafe to fit, we may stop the work and discuss the options with you.

CANCELLING FITTING WORK

15. Distance and off-premises service bookings

Where a consumer enters into a fitting or other service contract at a distance or, where applicable, away from our business premises, a statutory cancellation period may apply.

This will normally be 14 days from the day the service contract is entered into.

Work requested during the 14-day period

You may want us to carry out the fitting before the cancellation period has ended.

Where the law requires it, we will ask you to expressly request that we begin the service during the cancellation period.

If you then cancel after the work has started, you may have to pay a reasonable amount for the service already supplied up to the time you cancel.

Where the service has been fully performed during the cancellation period following the required express request and acknowledgement from you, your statutory right to cancel that service can end once the service has been fully completed.

This does not remove your rights if the work itself is faulty or has not been carried out with reasonable care and skill.

16. Booking cancellations and deposits

If you need to cancel or rearrange booked work, please contact us as soon as possible.

Where you have a statutory right to cancel, that right takes priority over any general booking policy.

Outside a statutory cancellation right, we may be entitled to recover reasonable losses caused by a cancellation.

Depending on the circumstances, these could include:

• Non-refundable materials ordered specifically for your job.

• Bespoke components already manufactured or cut.

• Supplier cancellation charges we cannot recover.

• Work already carried out.

• Other reasonable losses directly resulting from the cancellation.

We will not impose an arbitrary or disproportionate cancellation charge.

Where a deposit or advance payment exceeds our reasonable entitlement following cancellation, the balance will be refunded.

If a booking is rearranged rather than cancelled, we will normally try to transfer payments already made to the replacement booking where reasonably possible.

BUSINESS CUSTOMERS

17. Business-to-business purchases

Customers purchasing wholly or mainly for business purposes do not normally receive the consumer 14-day change-of-mind cancellation right described above.

Unless different terms have been agreed in writing, returns of correctly supplied standard goods ordered by a business customer because they are no longer required are subject to Trans-Ply's agreement.

We may refuse a business change-of-mind return or agree it subject to reasonable conditions reflecting our costs.

Bespoke, specially ordered, cut, altered or personalised products supplied to business customers cannot normally be cancelled or returned simply because they are no longer required.

This does not remove any rights or remedies a business customer may have under the applicable contract or law where goods are defective, incorrectly supplied or services have not been performed as agreed.

Where separate written quotation, account, fleet or contract terms have been agreed with a business customer, those terms may also apply.

RETURNING PRODUCTS

18. How to arrange a return

Please contact us before sending a return.

Provide:

• Your name or business name.

• Order or invoice number where available.

• The item you want to return.

• The reason for the return.

• Photographs where relevant to a fault, damage or fitment issue.

Contact us at:

Email: contact@transply.co.uk
Telephone: 0113 403 4771

Approved or agreed physical returns should be sent or brought to:

Trans-Ply Leeds Ltd
Unit 13 Albion Park
Albion Way
Leeds
LS12 2EJ

Do not send returns to our registered office unless we specifically instruct you to do so.

For large items, please contact us before arranging transport.

19. Incorrect items or delivery damage

If we have sent you the wrong product, please contact us as soon as possible.

If a delivered package appears damaged, please photograph:

• The outer packaging.

• Any visible damage.

• The product.

• The courier label where possible.

Please notify us promptly so that we can investigate the issue with the carrier and arrange the appropriate remedy.

Reporting transport damage promptly helps us deal with the courier, but it does not remove statutory rights you may otherwise have.

20. Fitment and vehicle compatibility

Where you ask us to identify a product or ply lining kit for a vehicle, please provide accurate vehicle information.

This can include:

• Make and model.

• Model year.

• Wheelbase.

• Body length.

• Roof height.

• Door configuration.

• Panel van or crew cab configuration.

• Registration number where requested.

• Relevant photographs or measurements.

If you are unsure, tell us before ordering and we will try to help identify the correct product.

Where Trans-Ply recommends a product after being given accurate information and the product supplied is not suitable for the agreed vehicle, please contact us.

Where incorrect or incomplete vehicle information supplied by the customer causes a correctly supplied product not to fit, this may not amount to a fault with the product.

We will nevertheless try to help find a practical solution.

21. Refund method

Refunds will normally be made to the original payment method.

Where that is not reasonably possible, we will agree an appropriate alternative with you.

We do not normally issue refunds in cash for purchases originally made by card or another electronic payment method.

Any statutory refund will be made within the period required by law.

22. Manufacturer warranties

Some products sold by Trans-Ply may also carry a manufacturer's warranty.

A manufacturer's warranty is additional to your statutory rights.

Your rights against Trans-Ply are not automatically removed merely because:

• A manufacturer's warranty has expired.

• A manufacturer refuses a warranty claim.

• A product was registered or not registered for a manufacturer's warranty.

Where appropriate, we may assist with a manufacturer warranty claim.

23. Complaints

If you believe goods or fitting supplied by Trans-Ply are faulty or you are unhappy with how a return or refund has been handled, please contact us.

Email: contact@transply.co.uk
Telephone: 0113 403 4771

We would prefer the opportunity to investigate and resolve the problem directly.

Nothing in this policy prevents a consumer from seeking independent advice or exercising any statutory remedy available to them.

MODEL CANCELLATION FORM

Use this form only if you wish to cancel a contract where you have a statutory right to do so.

You do not have to use this form. You may instead send us any clear statement explaining that you wish to cancel.

To:
Trans-Ply Leeds Ltd trading as Trans-Ply
Unit 13 Albion Park
Albion Way
Leeds
LS12 2EJ

Email: contact@transply.co.uk

I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods / supply of the following service:

Goods or service:

Order/reference number:

Ordered/booked on:

Received on, if applicable:

Customer name:

Customer address:

Date:

Signature only required if this form is sent on paper.

24. Changes to this policy

We may update this policy when our products, services, processes or legal obligations change.

The date at the top of this page shows when it was last updated.

Your statutory rights are not affected by changes to this policy.