Terms & Conditions

All products are designed, manufactured and fitted by us at our premises in Shrewsbury. Customers are responsible for choosing their van racking configuration either via our website or in consultation with us.

All installations are bespoke and made to order for your specific vehicle. We do not currently offer delivery of customer vehicles — you are responsible for delivering your van to our workshop on the agreed date and collecting it once installation is complete.

• Where you reserve a fitting date before a design has been agreed — for example under our Van Ready offer — a £250 reservation fee secures the date. This is not an additional charge: it is deducted from your final invoice.
• A 50% deposit is required once your design has been approved and your installation scheduled. The balance is payable on the day installation is completed, before the vehicle leaves our workshop.
• We accept payment by bank transfer (BACS) or card.
• Prices are clearly displayed on our website and are exclusive of VAT unless otherwise stated.
• Quotations are valid for 30 days from the date of issue. After that period, prices and lead times may change.
• Any changes made to the agreed design will be charged at £35 + VAT per hour for additional design work involved.
• If any existing racking has not been removed prior to installation, a minimum charge of £25 will apply, depending on the amount of work and time required to remove it.
• If additional work is requested or required during installation, we will let you know the additional cost before carrying out the work, and it will be added to your final invoice.
• If the balance remains unpaid on completion, we may exercise a lien over the vehicle and any installed goods until payment is received in full. Interest may be charged on overdue invoices in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable.

Important: All our fit outs are designed and manufactured specifically for your vehicle. They are bespoke, made-to-order goods and cannot be resold once cut.

Business customers. We supply principally to businesses. Where you are buying in the course of a business — including as a sole trader, partnership or company — the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply, and these terms set out your rights in full.

Consumer customers. Where you are buying wholly or mainly outside your trade, business, craft or profession, nothing in these terms affects your statutory rights, including your right to goods that are of satisfactory quality, fit for purpose and as described. Because our fit outs are made to your specification, the 14-day right to cancel does not apply, by virtue of regulation 28(1)(b) of the 2013 Regulations. The cancellation terms in section 4 apply instead.

Plans change, and we would rather be straightforward about it. What you pay if you cancel depends on what we have actually committed at that point — not on a sliding scale.

Cancelling your order

• Before we cut your materials: your reservation fee and deposit are refunded in full. We will charge only for any design work already carried out, at the rate set out in section 2.
• Once your materials have been cut: your fit out is made to your vehicle and specification and cannot be resold or reused. The materials and labour committed at that point are non-refundable. We will tell you what has been committed and refund the balance of anything you have paid.

We will always confirm before cutting begins, so you will know when this point is reached. If you think you may need to cancel, tell us as early as possible and we will hold off.

Changing or cancelling your fitting date

• 5 working days’ notice or more: no charge, whether you are moving the date or cancelling it. We will move you to the next available date, and your deposit, price and any discount carry over.
• Less than 5 working days’ notice: we retain £150 of your deposit. The balance still carries over to your new date or is refunded. This reflects the workshop day set aside for your vehicle, which we are rarely able to fill at that notice.

If your vehicle is delayed by your dealer or supplier, tell us as soon as you know and we will move your date free of charge, however many times it happens — all we ask is the week’s notice, because the constraint is the workshop day rather than the reason for the change.

These date charges are separate from the position on manufacture above. Cancelling a fitting date does not cancel your order unless you tell us it does.

If you need to make changes to your order or fitting requirements, please contact us as early as possible. Changes may affect the booking date or the total cost. Significant design changes will be subject to the design rate set out in section 2.

• On drop-off, the vehicle should be empty, clean inside the load area, and have at least a quarter tank of fuel so we can move it within the workshop.
• Please bring all keys and any relevant documents — in particular, details of any vehicle warranty or lease conditions that may affect drilling or fixings.
• If the vehicle is delivered late or in a condition that prevents us from starting work, we may need to reschedule, and a rebooking fee may apply.

• We will take reasonable care of your vehicle while it is at our workshop.
• You are responsible for ensuring your own motor insurance covers the vehicle while it is at our workshop. We do not insure customer vehicles against theft, accidental damage or fire.
• Please remove any personal items, tools, equipment and valuables before drop-off. We accept no responsibility for items left in the vehicle.
• Where installation requires drilling, fixing or other modifications to the vehicle, you confirm that you accept that some manufacturer warranties may be affected. It is your responsibility to check this with your dealer or lease provider before work begins.

On completion, we will walk you through the finished installation and explain how the racking is intended to be used and loaded. Please inspect the work before you leave the workshop. By driving the vehicle away, you confirm that the work has been carried out to your satisfaction, save for any latent defects that could not reasonably have been identified at the time.

At Ply Van Racking Ltd, we take pride in the craftsmanship and durability of our racking systems. All our plywood racking installations are supplied with a 12-month warranty, beginning on the day your racking is installed.

What’s covered

• Failures that arise through everyday, intended use of the product
• Defects in the materials used to manufacture the racking
• Problems resulting from errors in our workmanship during production or installation

What is not covered

• Damage caused by self-installation or modifications made after purchase
• Damage caused by neglect, misuse, or improper handling
• Damage caused by normal wear and tear
• Damage caused by water or moisture exposure
• Damage resulting from external events beyond our control

Making a claim

Please contact us quoting your invoice number and providing details of the issue. We may request photographs or additional information to assess the claim.

This warranty is valid only for the original purchaser and cannot be transferred. Manufacturer warranties on bought-in components are passed on to you in addition to our workmanship warranty.

• You agree to use the goods in accordance with our handover information and any guidance we provide.
• You agree not to overload the racking, exceed the vehicle’s payload, or modify the installation in any way that could compromise its safety.
• It is your responsibility to ensure that loads are properly secured before driving and that the vehicle complies with road traffic and Construction and Use regulations.

• Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.
• Subject to that, our total liability is limited to the price you have paid us for the goods and installation.
• We are not liable for any indirect or consequential losses, including loss of profits, loss of business, or loss of use of the vehicle.
• We are not liable for any failure or delay caused by circumstances outside our reasonable control.

We process personal data in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018. We collect and use your information only to provide and administer our services. Our full Privacy Policy sets out what we collect, why, who we share it with, how long we keep it, and your rights.

We may take photographs of completed installations for marketing purposes. Customer name and identifying vehicle details will not be published without your consent. If you would prefer your vehicle not to be photographed, please let us know before drop-off.

If you have a concern or complaint, please contact us at contact@plyvanracking.com. We aim to acknowledge complaints within 5 working days and respond within 21 days. If we cannot resolve a complaint between us, we are happy to consider mediation before any party commences court proceedings.

This agreement is governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute.