Returns, Refunds & Cancellation Policy

ORDERS TO THE UK

Should you wish to return an item we will be happy to exchange or refund it within 14 days of delivery? The 14 days start after you have received your ‘Trophy Order Acknowledgement from OnlineTrophies” email.

Do not return item(s) unless told so by one of the OnlineTrophies staff – Please contact us for further information if there is an issue.

We reserve the right to refuse an exchange or refund if the item(s) are returned in a non-saleable condition or are damaged.

Please ensure the goods are repackaged in their original packaging. Until the collection has taken place you will be required to keep the item in the same condition in which it was delivered. Once a delivery has been made and the 14-day approval has expired, refunds and exchanges can only be given in accordance with your legal rights.

Refunds will be credited using the original payment method

REFUND AND RETURNS POLICY EXCLUSIONS

We are unable to offer an exchange or refund on personalised engraving on the body and/or base of any silver plated and/or nickel plated cups, personalised engraving on to glass, personalised engraving to acrylic trophies, custom made trophies, personalised activity centres, engraved medals or personalised printed ribbons unless the mistake is the fault of OnlineTrophies.

THIS POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS RELATING TO FAULTY OR MISDESCRIBED GOODS OR YOUR RIGHT TO CANCEL ORDERS UNDER THE CONSUMER PROTECTION (DISTANCE SELLING) REGULATIONS, FURTHER DETAILS OF WHICH ARE AVAILABLE FROM THE LOCAL TRADING STANDARD DEPARTMENT OR CITIZENS ADVICE BUREAU.

CANCELLATION POLICY

Under the Consumer Protection (Distance Selling) Regulations, you have up to 7 working days after you have received your delivery to cancel your order (other than in respect of trophies made and/or engraved to your specification clearly personalised eg personalised engraving on the body and/or base of any silver plated and/or nickel plated cups, personalised engraving on to glass, personalised engraving to acrylic trophies, custom made trophies, personalised activity centres, engraved medals or personalised printed ribbons unless the mistake is the fault of OnlineTrophies).
Any delivery charges will be refunded, however, if only part of your order is cancelled, the delivery charge will not be refunded.

To cancel your order, contact us or telephone OnlineTrophies Customer Services on 01697 352 458.

Further details of your rights under Distance Selling Regulations are available from your local Trading Standards Department or Citizens Advice Bureau.

ORDERS TO THE EUROPEAN UNION

HOW TO RETURN

Do not return item(s) unless told so by one of the OnlineTrophies staff – Please contact us for further information if there is an issue.

To return your order via your local postal service, please follow the instructions below:

  • If a product is faulty or damaged, customers must email OnlineTrophies Customer Services to arrange a refund before posting the goods back. OnlineTrophies Customer Service team will advise you of the method to return the trophy order.
  • Repackage the product into the original packaging.
  • Complete a returns letter and enclosed in your parcel, indicating your reasons for the return.
  • Affix a Returns Label to the outside of your parcel.
  • Take the parcel to your local postal service and obtain a proof of postage

REFUND POLICY

If you wish to return a product* you have purchased you may do so providing you cover the postage costs and the item is unused and in a saleable condition. Returns must be made within 28 days of receipt. If the product returned is not in fully saleable condition or the packaging is damaged, we reserve the right to refuse a refund.

Where a product is faulty or damaged, we will refund the original delivery charge and the cost of returning the goods via your local postal service up to a maximum cost of 3.50GBP per kg.

*Products we are unable to refund or exchange:
We are unable to offer an exchange or refund on personalised engraving on the body and/or base of any silver plated and/or nickel plated cups, personalised engraving on to glass, personalised engraving to acrylic trophies, custom made trophies, personalised activity centres, engraved medals or personalised printed ribbons unless the mistake is the fault of OnlineTrophies

REFUND AND RETURNS POLICY EXCLUSIONS

We are unable to offer an exchange or refund on personalised engraving on the body and/or base of any silver plated and/or nickel plated cups, personalised engraving on to glass, personalised engraving to acrylic trophies, custom made trophies, personalised activity centres, engraved medals or personalised printed ribbons unless the mistake is the fault of OnlineTrophies.

CANCELLATION POLICY

Under the Consumer Protection (Distance Selling) Regulations, you have up to 7 working days after you have received your delivery to cancel your order (other than in respect of trophies made and/or engraved to your specification clearly personalised). Any delivery charges will be refunded, however, if only part of your order is cancelled, the delivery charge will not be refunded.

To cancel your order, contact us or telephone OnlineTrophies Customer Services on 01697 352 458

ORDERS TO THE REST OF THE WORLD

HOW TO RETURN

Do not return item(s) unless told so by one of the OnlineTrophies staff – Please contact us for further information if there is an issue.

To return your order via your local postal service, please follow the instructions below:

  • If a product is faulty or damaged, customers must email OnlineTrophies Customer Services to arrange a refund before posting the goods back. OnlineTrophies Customer Service team will advise you of the method to return the trophy order.
  • Repackage the product into the original packaging.
  • Complete a returns letter and enclosed in your parcel, indicating your reasons for the return.
  • Affix a Returns Label to the outside of your parcel.
  • Take the parcel to your local postal service and obtain a proof of postage.

POLICY

If the trophy (ies) is/are faulty or damaged we will refund the original delivery charge and the cost of returning the goods via your local postal service up to a maximum cost of 3.50 GBP per kg.

Please retain proof of postage and customs documentations including any details of any taxes paid.

REFUND POLICY

If you wish to return a product* you have purchased you may do so providing you cover the postage costs and the item is unused and in a saleable condition. Returns must be made within 28 days of receipt. If the product returned is not in fully saleable condition or the packaging is damaged, we reserve the right to refuse a refund.

Where a product is faulty or damaged, we will refund the original delivery charge and the cost of returning the goods via your local postal service up to a maximum cost of 3.50 GBP per kg.

*Products we are unable to refund or exchange.
We are unable to offer an exchange or refund on personalised engraving on the body and/or base of any silver plated and/or nickel plated cups, personalised engraving on to glass, personalised engraving to acrylic trophies, custom made trophies, personalised activity centres, engraved medals or personalised printed ribbons unless the mistake is the fault of OnlineTrophies.

REFUND AND RETURNS POLICY EXCLUSIONS

We are unable to offer an exchange or refund on personalised engraving on the body and/or base of any silver plated and/or nickel plated cups, personalised engraving on to glass, personalised engraving to acrylic trophies, custom made trophies, personalised activity centres, engraved medals or personalised printed ribbons unless the mistake is the fault of OnlineTrophies.

CANCELLATION POLICY

Under the Consumer Protection (Distance Selling) Regulations, you have up to 7 working days after you have received your delivery to cancel your order (other than in respect of trophies made and/or engraved to your specification clearly personalised). Any delivery charges will be refunded, however, if only part of your order is cancelled, the delivery charge will not be refunded.

To cancel your order, contact us or telephone OnlineTrophies Customer Services on 01697 352 458.