Last updated: 11 October 2026
Plasticard Media Ltd (company number 09527729), Unit 118, 23 Paynes Wharf, London, SE8 3GG. Email: theteam@plasticard.uk
Almost everything we make is printed to your artwork, so this policy explains what happens if something goes wrong, rather than offering change-of-mind returns.
Personalised cards
Cards, key fobs and tags printed with your design, details or links are made to your specification. They cannot be returned or refunded if you change your mind, and the 14-day cancellation period for online orders does not apply to them. This does not affect your rights if an item is faulty or not as described.
Printing only starts after you approve your proof. You can cancel your order free of charge, for a full refund, at any time before you approve it.
Your proof
We check every artwork file and send you a proof. Nothing is printed until you approve it. Please check spelling, phone numbers, web addresses, QR codes, dates and prices carefully. We cannot accept returns for errors that appear in a proof you approved.
Faulty, damaged or misprinted items
If your cards arrive damaged, are faulty, or do not match the proof you approved:
- Email theteam@plasticard.uk within 14 days of delivery with your order number and photos of the problem.
- We may ask you to send back a sample. If the fault is ours, we will cover the return postage.
- We will reprint the affected cards free of charge. If a reprint is not possible, or you are entitled to one, we will refund you instead.
If you are a consumer, you also have legal rights under the Consumer Rights Act 2015, including the right to reject faulty goods and get a refund within 30 days of delivery. Nothing in this policy affects those rights.
NFC and review cards
If a card’s NFC chip or QR code does not open the link you gave us, tell us and we will reprogramme or replace the card. If the link you supplied was wrong or has since changed, we can reprint at our standard price.
Lifetime guarantee
If a card or tag fails because of a manufacturing fault at any time, we will replace it free of charge. Contact us first; we may ask you to return the item. The guarantee does not cover loss, damage from misuse, or normal wear.
Delivery, lost and late orders
We send UK orders with Royal Mail once they are printed. Orders under £45 go by Royal Mail 1st Class (£3.95). Orders of £45 or more are delivered free.
Royal Mail 1st Class aims to deliver the next working day after dispatch, Monday to Saturday. This is Royal Mail’s target rather than a guarantee, and 1st Class is not tracked.
- Not arrived within 5 working days of dispatch: email us with your order number and we will check the dispatch details for you.
- Not arrived within 10 working days of dispatch: we will treat the order as lost, then reprint and resend it at no cost to you.
- Damaged in the post: send us photos within 14 days of delivery and we will reprint the affected cards free of charge.
Please check your delivery address at checkout. If an order is returned to us because the address was incomplete or incorrect, we can resend it, but we may charge for postage.
Refunds
Approved refunds go back to your original payment method within 14 days of us agreeing the refund.
Business customers
If you buy for business purposes, please report faults within 14 days of delivery. Our remedy is to reprint or, where that is not possible, refund the price of the affected items.
Contact
Email theteam@plasticard.uk and include your order number.
