Refund policy

Last updated: 7 September 2026

This Returns, Cancellations and Refunds Policy applies to products and printing services ordered from PLUKRAY through www.plukray.co.uk.

Please read this policy together with our Shipping Policy and Terms of Service.

Nothing in this policy excludes, restricts or replaces any statutory consumer rights that cannot legally be excluded or restricted.

1. About PLUKRAY

PLUKRAY is operated by:

Adam Plukita trading as PLUKRAY
29 Parkgate Crescent
Belfast
BT4 1EU
United Kingdom

Email: support@plukray.co.uk
Telephone: +44 7868 602132

PLUKRAY provides professional UV printing, raised and textured 3D UV printing, personalised products, custom printing services and printing solutions for consumers, businesses, manufacturers and product makers.

2. Types of orders supplied by PLUKRAY

Orders may include:

• standard non-personalised products;
• personalised products;
• products produced or printed to an individual specification;
• custom UV printed products;
• raised or textured 3D UV printed products;
• printing on items supplied by the customer;
• samples, prototypes and short production runs;
• commercial, trade and manufacturing projects.

Your cancellation and return rights may depend on the nature of the particular order.

3. Standard non-personalised products

If you are a consumer purchasing a standard product online that has not been personalised or made to your individual specification, you will normally have a statutory right to cancel the contract without giving a reason.

You must normally notify us of your decision to cancel within 14 days beginning on the day after you receive the goods.

After notifying us, you normally have a further 14 days to return the goods.

For orders consisting of multiple goods delivered on different days, the cancellation period will normally begin on the day after you receive the final item forming part of the relevant order.

These rights are subject to the applicable statutory exceptions.

4. Personalised, customised and made-to-specification products

The statutory change-of-mind cancellation right may not apply where goods are:

• made to your individual specifications; or
• clearly personalised for you.

This may include products made or printed using your:

• name;
• photograph;
• logo;
• artwork;
• branding;
• custom text;
• individual layout;
• custom dimensions;
• personalised design; or
• other genuinely individual specification.

The exception will be applied according to the actual nature of the order.

Merely choosing an ordinary standard option from options routinely offered by PLUKRAY does not automatically make a product bespoke or personalised.

The absence of a change-of-mind cancellation right does not affect your statutory rights if a personalised product is faulty, damaged, incorrectly produced, materially different from what was agreed, not as described or otherwise fails to conform to the contract.

5. Changing or cancelling a custom project

If you wish to change or cancel a custom project, please contact PLUKRAY as soon as possible.

Where project-specific work has not yet begun, we will make reasonable efforts to accommodate the requested change or cancellation.

Project-specific work may include:

• preparation or modification of artwork;
• creation of proofs;
• print setup;
• preparation of materials;
• preparation of jigs or fixtures;
• adhesion or material testing;
• test printing;
• ordering customer-specific materials; or
• production.

Where no statutory cancellation right applies and we agree to cancel a project after genuine project-specific work or expenditure has already been incurred, we may deduct or charge a reasonable amount reflecting work actually performed and costs genuinely incurred.

We will not impose disproportionate cancellation charges or automatically retain payments without regard to the actual circumstances.

6. Artwork proofs and approval

For some custom projects, PLUKRAY may provide a digital proof or other artwork confirmation before production.

Where a proof is supplied, you should carefully check:

• spelling;
• names;
• dates;
• wording;
• artwork;
• logos;
• orientation;
• layout;
• positioning;
• dimensions; and
• other customer-specific details.

Once you approve a proof, PLUKRAY may proceed with production based on the approved information.

Approval does not remove your statutory rights and does not excuse PLUKRAY from producing the work in accordance with the approved specification or from exercising reasonable care and skill.

If PLUKRAY introduces an error that was not present in your approved artwork or instructions, we will investigate and provide an appropriate remedy where required.

7. Customer-supplied artwork and files

You are responsible for providing artwork and information that are suitable for the intended project.

Print quality may be affected by issues such as:

• low image resolution;
• pixelation;
• JPEG compression;
• incorrect dimensions;
• poor-quality source artwork;
• incorrectly prepared transparency;
• unsuitable colour profiles; or
• other characteristics of the file supplied.

Where PLUKRAY identifies an obvious significant issue that is reasonably likely to materially affect the finished result, we will make reasonable efforts to bring it to your attention before production.

PLUKRAY cannot guarantee that poor-quality or unsuitable source artwork can produce a professional-quality result without additional artwork or design work.

8. Colour reproduction

Colours displayed on phones, tablets and computer screens may differ from the appearance of physical printed ink.

The finished appearance may also be affected by:

• substrate colour;
• surface texture;
• transparency;
• gloss;
• white ink;
• varnish;
• lighting conditions;
• material coating; and
• other physical characteristics of the item.

Reasonable colour variation arising from normal differences between digital displays and physical printing does not by itself mean that a product is defective.

This does not permit PLUKRAY to supply a result that materially fails to conform to an agreed colour specification.

Where exact or brand-critical colour reproduction is important, please tell us before production so that appropriate colour references, samples or testing can be discussed.

9. Raised and textured 3D UV printing

Raised and textured UV printing intentionally creates visible and tactile depth.

The final appearance and texture can be influenced by:

• artwork;
• substrate;
• ink build;
• number of printed layers;
• varnish;
• print settings;
• surface characteristics; and
• the requested finish.

If a particular height, finish, texture or technical specification is essential to your project, it should be agreed with PLUKRAY before production.

Reasonable process variation does not by itself constitute a defect, but this does not excuse a material failure to meet an agreed specification.

10. Materials and substrates

Different materials can behave differently when UV printed.

Natural materials such as wood may vary naturally in:

• grain;
• shade;
• knots;
• texture;
• density; and
• surface characteristics.

Manufactured materials can also vary in coating, surface finish and manufacturing tolerance.

Normal material variation does not automatically mean that a finished product is faulty.

Where a particular material characteristic is critical to your project, please discuss this with us before ordering.

11. Printing on customer-supplied items

PLUKRAY may agree to print onto an item supplied by the customer.

Please do not send or deliver an item to PLUKRAY unless we have agreed to assess or work on it.

Different plastics, paints, lacquers, coatings and other surfaces may react differently to UV printing and preparation.

Some items may:

• provide poor ink adhesion;
• react to cleaning or preparation;
• have coatings that interfere with printing;
• contain hidden surface contamination;
• be unusually fragile;
• contain pre-existing weaknesses; or
• otherwise be unsuitable for the requested process.

PLUKRAY may inspect or test an item and may decline to proceed where we reasonably believe the item or surface is unsuitable.

12. Care of customer-supplied property

PLUKRAY will exercise reasonable care and skill when handling property supplied by a customer.

PLUKRAY is not responsible for pre-existing damage, hidden defects, inherent weaknesses or deterioration that was not caused by PLUKRAY.

Nothing in this policy excludes responsibility where damage or loss results from PLUKRAY failing to exercise reasonable care and skill.

UK consumer law requires paid services to be carried out with reasonable care and skill, and consumer terms cannot simply remove those statutory rights.

13. Valuable, sentimental or irreplaceable items

Please contact PLUKRAY before sending any item that is:

• unusually valuable;
• rare;
• sentimental;
• irreplaceable; or
• difficult or expensive to replace.

We may decline to accept such an item or may agree specific handling, testing or project arrangements before accepting it.

14. Sending your own item to PLUKRAY

If you arrange for your own item to be sent to PLUKRAY, you are responsible for packaging it appropriately for transit.

We strongly recommend using a tracked and appropriately insured delivery service for valuable items.

Please retain proof of postage and tracking information.

Responsibility for loss or damage before an item reaches PLUKRAY will depend on who arranged the delivery and the applicable delivery arrangement.

15. Services and the 14-day cancellation period

Some work carried out by PLUKRAY, particularly printing onto customer-supplied property, may involve a contract for services.

A consumer normally has a 14-day cancellation period for an eligible distance service contract, beginning after the contract is made.

If you specifically ask PLUKRAY to begin providing an eligible service during that cancellation period, we may require your express request for work to begin.

If you subsequently exercise a valid cancellation right after work has begun following such a request, you may be required to pay an appropriate proportion of the agreed price for services already supplied.

Where an eligible service has been fully performed during the cancellation period, loss of the cancellation right requires the conditions prescribed by consumer law to have been satisfied.

PLUKRAY will not treat acceptance of these general terms alone as a substitute for any separate express consent or acknowledgement required by law.

16. Faulty, damaged, incorrect or non-conforming goods

Please inspect your order as soon as reasonably possible after delivery.

Contact PLUKRAY promptly if:

• your product is faulty;
• your product arrives damaged;
• you receive the wrong item;
• your print materially differs from the approved specification;
• PLUKRAY has introduced an error;
• the product is materially not as described; or
• the goods otherwise fail to conform to the contract.

Where reasonably possible, please provide:

• your name;
• order number;
• description of the issue;
• photographs of the product;
• photographs showing the affected print area; and
• photographs of the packaging where transit damage is involved.

Photographs can help us investigate and resolve an issue more quickly. Failure to provide photographs where they cannot reasonably be provided does not remove your statutory rights.

17. Statutory rights for faulty goods

Goods supplied to consumers must meet applicable legal standards, including being of satisfactory quality, fit for purpose where applicable and as described. In Northern Ireland, consumers can normally have a 30-day short-term right to reject goods that fail to meet the statutory requirements.

After the short-term right to reject has expired, remedies may include repair or replacement and, depending on the circumstances, a price reduction or final right to reject.

The fact that a product has been personalised does not remove rights relating to genuine faults or non-conformity.

18. Problems with printing services

Where a consumer printing service has not been performed:

• with reasonable care and skill;
• in accordance with information forming part of the contract; or
• otherwise as required by applicable law,

the customer may have statutory remedies.

These can include repeat performance of the service.

Where repeat performance is impossible or cannot be provided within a reasonable time and without significant inconvenience, the consumer may have the right to an appropriate price reduction, potentially up to the full price depending on the circumstances.

19. Customer-supplied errors

A custom product will not normally be considered faulty solely because PLUKRAY accurately reproduced information or artwork supplied or approved by the customer.

Examples include:

• incorrectly spelled names;
• incorrect dates;
• incorrect telephone numbers;
• incorrect wording;
• incorrect customer-supplied dimensions;
• incorrect artwork; or
• an incorrect logo supplied by the customer.

This does not apply where PLUKRAY introduced the error or failed to follow the specification that was actually agreed.

20. Standard product returns and handling

Where you exercise a valid change-of-mind cancellation right for a standard non-personalised product, you may inspect the goods in the way you reasonably could in a physical shop.

You should not use or handle the goods beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Where permitted by law, PLUKRAY may make an appropriate deduction where the value of returned goods has been reduced through handling beyond what was reasonably necessary.

21. How to request a return, cancellation or refund

Contact:

support@plukray.co.uk

Please include:

• your full name;
• order number, if applicable;
• the relevant product or project;
• the reason for contacting us; and
• any useful photographs where appropriate.

We will provide the relevant instructions.

Please do not send goods to our correspondence address without first checking the appropriate return arrangements, unless doing so would interfere with a statutory right.

Requiring you to contact us for return instructions does not remove or delay any statutory cancellation or consumer right.

22. Return address

Our correspondence address is:

PLUKRAY
Adam Plukita trading as PLUKRAY
29 Parkgate Crescent
Belfast
BT4 1EU
United Kingdom

Do not automatically return goods to this address without contacting us first.

We will confirm the appropriate return address and instructions where a physical return is required.

23. Return costs

For an eligible change-of-mind return of a standard non-faulty product, the customer may be responsible for the direct cost of returning the goods where permitted by law and where the required information has been provided before purchase.

Where goods are faulty, damaged when delivered, incorrect or otherwise do not conform to the contract, PLUKRAY will bear reasonable return or collection costs where required by law.

Please do not use an unnecessarily expensive or premium return method without first discussing it with us where reimbursement is being requested.

24. Refunds following statutory cancellation

Where an eligible standard product is validly cancelled under distance-selling rules, PLUKRAY will refund the amounts due in accordance with applicable law.

For goods bought online, a customer normally has 14 days after notifying the trader to return them, and the trader must generally refund the customer within 14 days after receiving the goods back or the relevant evidence of return.

Where the whole eligible order is cancelled, the refund will also include the cost of the least expensive standard delivery method offered by PLUKRAY, where applicable.

If you chose a more expensive premium or express delivery option, we are not normally required to refund the additional amount above the standard delivery cost.

Refunds will normally be issued using the original payment method unless another method is expressly agreed.

We will not charge a fee merely for issuing a statutory refund.

25. Delivery damage

For goods supplied by PLUKRAY to a consumer, please contact us promptly if the parcel arrives damaged.

Keep the product and packaging until we confirm whether photographs, inspection or return are required.

Damage occurring before the goods are delivered to you does not remove your statutory rights against PLUKRAY.

26. Business, trade and manufacturer customers

Consumer cancellation rights do not normally apply where an order is placed wholly or mainly for business purposes.

Manufacturer projects, trade printing, production runs and other B2B projects may be subject to:

• quotations;
• specifications;
• agreed tolerances;
• proofs;
• production schedules;
• payment terms; and
• separate commercial terms.

Where project-specific B2B terms have been agreed, those terms will apply alongside the relevant PLUKRAY Terms of Service.

Nothing in this policy is intended to give business customers statutory consumer rights that do not legally apply to them.

27. Intellectual property in customer artwork

By providing artwork, photographs, logos, trademarks, text or other content for reproduction, you confirm that you have the necessary rights, permissions or licences to ask PLUKRAY to use that material for your project.

Detailed intellectual-property provisions are contained in our Terms of Service.

28. Model Cancellation Form

Use this form only where a statutory cancellation right applies.

To:
PLUKRAY
Adam Plukita trading as PLUKRAY
29 Parkgate Crescent
Belfast
BT4 1EU
United Kingdom

Email: support@plukray.co.uk

I/We hereby give notice that I/We cancel my/our contract for the following goods or services:

Order number:
Product or service:
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is submitted on paper):
Date:

You are not required to use this form. Any clear statement communicating a valid decision to cancel is sufficient.

29. Complaints

If you have a complaint regarding a product, service, return or refund, please contact:

support@plukray.co.uk

Please provide your order number or project details and a clear description of the issue.

We aim to investigate complaints fairly and provide a response within a reasonable period.

Nothing in this complaints procedure limits any statutory right or remedy.

30. Changes to this policy

We may update this policy from time to time to reflect changes in:

• law;
• our products;
• printing technology;
• fulfilment arrangements;
• business practices; or
• PLUKRAY services.

The latest version will be published on www.plukray.co.uk together with the date on which it was last updated.

Any later update will not retrospectively and unfairly reduce rights that already apply to an order.

31. Contact us

For returns, cancellations, refunds, damaged orders or printing issues:

PLUKRAY
Adam Plukita trading as PLUKRAY
29 Parkgate Crescent
Belfast
BT4 1EU
United Kingdom

Email: support@plukray.co.uk
Telephone: +44 7868 602132