Refund policy

PLAX Refund & Returns Policy

Last Updated: 11 October 2026

At PLAX, we aim to provide quality home and cleaning gadgets. This policy explains our returns, refunds and customer responsibilities in accordance with UK consumer law.

1. 14-Day Returns & Cancellations

Customers have 14 days after receiving eligible online purchases to notify PLAX of cancellation without giving a reason. Customers then have a further 14 days to return the goods.

PLAX does not offer an additional voluntary change-of-mind returns period beyond statutory requirements.

To request a cancellation or return, email plaxservices1@gmail.com with your order number. We will provide return instructions and the appropriate return address. This process does not restrict your statutory cancellation rights.

2. Return Conditions & Customer-Caused Damage

Customers may inspect products as they would in a physical shop.

For change-of-mind returns, PLAX may make lawful deductions where excessive handling has reduced a product's value.

PLAX is not required to provide refunds for damage caused solely by customer misuse, accidental damage after delivery, deliberate damage, unauthorised modifications or improper use, unless otherwise required by law.

Missing packaging alone does not automatically invalidate statutory cancellation rights.

3. Faulty, Damaged or Incorrect Products

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

Customers generally have a 30-day short-term right to reject qualifying faulty goods for a refund. Further statutory rights to repairs, replacements or other remedies may apply after this period.

PLAX will cover reasonable return costs for faulty or incorrect goods where legally required.

4. Return Shipping & Refunds

Customers pay direct return shipping costs for eligible change-of-mind cancellations where this obligation was properly disclosed before purchase.

For statutory cancellations, refunds include the product price and applicable standard outbound delivery charges.

Refunds will be issued within 14 days of receiving returned goods or satisfactory evidence of their return, whichever is earlier. Where no goods were supplied, the applicable deadline runs from notification of cancellation.

Refunds are made using the original payment method unless otherwise agreed. No refund administration fee applies to statutory cancellations.

5. Inspections & Fraud Prevention

PLAX may reasonably inspect returned products and review relevant evidence to assess refund eligibility.

Fraudulent claims, product substitution, deliberate damage presented as a manufacturing fault and falsified evidence may result in a claim being rejected where legally justified.

PLAX may investigate suspected fraud and report unlawful activity to appropriate authorities.

Legitimate refund requests and statutory consumer rights will always be respected.