RETURNS

OVERVIEW

You are not entitled to a refund if you:
– simply change your mind or no longer want the goods;
– realise you can’t afford the goods;
– found the same item at a cheaper price elsewhere;
– chose the wrong size or style;
– knew about the particular fault prior to purchase; and/or
– were responsible for causing the fault. (eg. spelling or layout errors/mishandling)

We will refund your initial payment method. Please allow up to 7 days to see your refund on your payment method.

We don’t accept returns on worn, damaged, or otherwise nonsaleable products unless they arrived damaged or faulty.

To get a return label, please contact us.

Refunds For Damaged, Faulty or Incorrectly Shipped Items

If your order arrives damaged, faulty, or if it was sent incorrectly, you can choose to have the items replaced or refunded. Please contact us within 14 days of receiving the order.

To get a return label, please contact us.

  1. Contact us to get a pre-paid return label.
  2. Repack the awards in new condition and include part of the return label on the inside of the package.
  3. Allow up to 7 days to see your refund via your original payment method.

ORDER CANCELLATION

Cancellations are subject to the following conditions:
– Orders which have not yet been engraved may be cancelled with a cancellation fee of 30% of original order value
– Orders which have been engraved but have not left with our courier may be cancelled but will incur a cancellation fee equal to the full price of the order less the delivery fee.
– Orders which have left with our couriers cannot be cancelled.

If a custom order is cancelled we reserve the right to charge a cancellation fee based on our evaluation of the cost to the business.
If any work has been undertaken the customer is liable for the payment for that work before any refund can be considered. If stock has been ordered by Direct Trophies & Awards to fulfill your order you will be liable for a re-stocking fee which will vary depending on the product. Any Credit card surcharges that may have been paid cannot be refunded.

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