Refunds & Returns Policy

Last updated: 30 October 2026

We want you to be happy with your awards. This policy explains your rights. It does not affect your legal rights as a consumer.

Faulty, damaged or wrongly engraved items

If an item arrives faulty or damaged, or the engraving does not match what you entered at checkout, email us at [email protected] with your order number and a photo. We will replace it, re-engrave it or refund you, including delivery costs. Under the Consumer Rights Act 2015 you can reject a faulty item for a full refund within 30 days of delivery.

Engraved and personalised items

Items engraved or personalised to your instructions are made specially for you, so they cannot be cancelled or returned for a change of mind once engraving has started. This does not affect your rights if the item is faulty or we engraved it incorrectly. If you need to change or cancel an engraved order, email us as soon as possible: if we have not started the engraving, we will cancel it and refund you in full.

Plain (non-engraved) items: 14-day right to cancel

If you ordered an item without engraving, you can change your mind and cancel within 14 days from the day you receive it. To cancel, email us at [email protected] with your order number. You then have a further 14 days to send the item back to us. We will tell you the return address when you contact us.

Please return items unused and well packed. You pay the cost of returning an item you have changed your mind about. We will refund the price of the item and the standard delivery charge within 14 days of receiving it back (or of you showing us proof of postage, if sooner), using the same payment method you used. We may reduce the refund if the item has been handled more than needed to inspect it.

Refunds

Refunds go back to the card or payment method you used. Depending on your bank, it can take a few working days to appear on your statement.

Questions

Email [email protected] and we will help.