New Reg Returns Policy

How to Request a Return or Refund

If you believe you are entitled to return a product or request a refund, please follow the steps below. Acting promptly is important, as your rights may be affected if the DVLA transfer process has already begun.

Step 1: Contact New Reg Immediately

Call our customer service team on 01772 566400 or email us through our contact form as soon as possible. State your order number, the nature of your query, and your reason for requesting a return or refund. The sooner you get in touch, the more options we have available to help you.

Step 2: Confirm Your Order Details

Have your order confirmation email and, if applicable, your V5C logbook or V750 certificate to hand. Our team will review your order and confirm whether a return is possible given the current status of your transfer.

Step 3: Return Any Documents Received

If any documentation has been sent to you, you may need to return it via Royal Mail Special Delivery. Do not write on or damage any documents, as this may affect your ability to return them. We will provide a prepaid label where required.

Step 4: Receive Your Refund

Approved refunds are processed to your original payment method within 3–5 business days. You will receive a confirmation email once the refund has been processed. For card payments, please allow a few additional days for your bank to process the transaction.

Your Consumer Rights

As of 13 June 2014, the Consumer Contracts Regulations replaced the Distance Selling Regulations. These regulations give consumers important rights when purchasing goods online, by mail order, or by phone. Under these regulations, you generally have the right to cancel an order within 14 days of receipt without giving any reason. However, certain types of goods are excluded from this right of cancellation, including goods that are made to order or that are personalised for you specifically.

Personalised number plate registrations fall into a complex category. The registration itself is not a physical product that can be returned in the traditional sense — it is a right to use a specific number plate, administered by the DVLA. The process of transferring a registration begins immediately upon purchase, which is why early cancellation is essential if you change your mind.

Statutory Rights

Nothing in this returns policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer legislation. If you believe we have sold you a product that does not match its description, is not fit for purpose, or is not of satisfactory quality, you are entitled to a remedy regardless of our standard returns policy. Please contact us to discuss your options.

New Reg is a member of the Cherished Numbers Dealers Association (CNDA). If you feel your complaint has not been handled appropriately, you can escalate it to the CNDA for independent review.