Cancellations, Returns & Refunds Policy

1. Cancellations

You can cancel your order anytime before it goes into production. Once an order is processed and materials have been cut or customised, we are unable to cancel the order.

To cancel an order, please contact our team immediately by email or phone with your order details. We will confirm whether your order can be cancelled based on its current status.

2. Returns

We want you to be completely satisfied with your purchase. However, if you’re not, please see the following guidelines:

2.1 Standard Products

You can return standard products within 14 days of receiving them, provided the items are unused and in their original packaging. To initiate a return, contact us within this period, and we will provide a return authorisation number.

The cost of returning items is your responsibility unless the item is faulty or incorrect. We recommend using a tracked and insured service, as the product remains your responsibility until it reaches us.

2.2 Customised Products

Customised products (such as cut-to-size materials or items with additional features like drilled holes, rounded corners, etc.) cannot be returned unless they are faulty or incorrectly supplied.

Please ensure all specifications for customised products are accurate when placing your order, as these items are made to your specifications.

3. Damaged or Faulty Items

If your item arrives damaged or faulty, please notify us within 48 hours of receipt. We will ask you to provide photographs of the damage, including the packaging.

Depending on the issue, we will arrange a replacement or refund. In most cases, we will collect the damaged item when delivering the replacement.

Important: Please check all goods before installation or usage, as we cannot accept returns or claims once products have been used or installed.

4. Refunds

Refunds for standard product returns will be processed within 14 days of receiving the returned items, provided they are in their original condition. Refunds will be issued via the original payment method, excluding any delivery costs unless the product was faulty.

Refunds for cancelled orders will be processed as soon as possible if the order has not yet entered production.

5. Non-Returnable Items

Custom-cut, personalised, or made-to-order items cannot be returned unless faulty or incorrectly supplied.

Any products showing signs of installation or use will not be eligible for return.

6. How to Return an Item

To return an item, please contact us at sales@trentplastics.co.uk with your order number, the reason for return, and any supporting photos if necessary. Once we receive your request, we will provide instructions on how to proceed with the return, along with a return authorisation number. Please include the return authorisation number and a copy of your delivery note inside the return package.

7. Shipping for Returns

If the return is due to a fault or error on our part, we will cover the cost of return shipping. For any other returns, the customer is responsible for shipping costs.

Please use a tracked and insured delivery service, as we cannot take responsibility for items lost or damaged in transit.

8. Amendments

If you need to amend your order, please contact us immediately. Once the order has entered production, amendments may not be possible.

Contact Information

For any questions regarding cancellations, returns, or refunds, please contact our customer service team at: