Last Updated: March 2026
Customer Satisfaction Guarantee
We want every customer to be completely satisfied. If something's not right with your order, we're here to make it right. All returns and refunds are handled in accordance with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Return Eligibility
You can return an item within 90 days from the delivery date — well in excess of the 14-day statutory cooling-off period required under the Consumer Contracts Regulations 2013. To qualify:
• We accept returns of both defective and non-defective products
• We also accept returns of new condition products
• Your statutory rights under UK consumer law remain unaffected regardless of our returns policy
How to Request a Return
• Reach Out First: Contact us at Contact@plubay.com or +44 7537 169256. If your item is damaged or defective, please include clear photos and a short description.
• Wait for Instructions: We'll review your request and send you return instructions. Please do not ship anything back until you receive approval.
• Return the Item: Once approved, you can ship the item using any trackable and insured method. A valid tracking number is required.
• Return Method: In store, at a drop-off location, or by post.
Refund Process
• After your return is received and inspected (within 72 hours), your refund will be processed within 7 business days
• You'll receive a full refund, including original shipping and handling fees, returned to your original payment method
• We never charge restocking fees
• Refunds are processed in GBP (£) in accordance with UK consumer legislation
Wrong or Damaged Items
• If the item you received is defective, damaged, or incorrect, email us with a photo
• No need to return it — we'll send you a replacement or issue a full refund, whichever you prefer, in line with your rights under the Consumer Rights Act 2015
• You also retain the right to contact Citizens Advice or Trading Standards if your issue remains unresolved
Contact Information
📍 Address: 2 Pegamoid Road, London N18 2NG, UK
✆ Phone: +44 7537 169256
✉ Email: Contact@plubay.com
🕐 Business Hours
Mon – Sat: 9:00 AM – 10:00 PM
Sunday: Closed