Return Policy

We want you to be completely satisfied with your order. However, due to the nature of our products, especially personalised items, certain conditions apply when requesting a return or refund. Please read the policy below carefully.

Returns Period

• You have 14 calendar days from the date your order is delivered to request a return.
• After this period, we are unable to offer a refund or exchange for unwanted items under any circumstances.

Returns Process

• You must contact us in advance to request a return authorisation. Items returned without prior approval may not be accepted or refunded.
• Approved returns must be sent using a reputable courier or postal service with tracking and appropriate insurance.
• We recommend retaining proof of postage, as we cannot be held responsible for returned goods lost or damaged in transit.

Return Costs

• If the item is no longer required, ordered in error, or returned for any reason other than our fault, the customer is responsible for return shipping costs.
• If the item arrives damaged or incorrect, we will cover the cost of return postage or arrange collection at our discretion.

Engraved, Printed & Custom Items

• Items that have been engraved, printed, or otherwise customised cannot be refunded unless faulty or incorrect due to our error.
• Once engraving or printing has begun, no changes, cancellations, or refunds will be permitted.
• It is the customer’s responsibility to ensure that all spelling, dates, and details provided for personalisation are accurate before final approval or production.

Inspection & Restocking

• All returned items will be inspected upon receipt.
• We reserve the right to refuse a refund if the item is not in its original, unused condition or has been damaged while in your care.
• Returns may be subject to a restocking fee, particularly for high-value or made-to-order items.

Damaged or Incorrect Items

• Damaged or incorrect items must be reported to us within 2 days of receiving your order. After this time, we are unable to accept responsibility.
• We may request photographs of the item and packaging to assess damage before approving a return or replacement.
• We will not be liable for any issues reported outside of this time frame, as we cannot verify how the goods have been handled or stored.

Liability

• Trophy HQ will not be liable for:
  • Loss of profits or business
  • Administrative inconvenience
  • Disappointment
  • Indirect, incidental, or consequential loss or damage
• Our total liability is limited to the value of the goods purchased and any refund made under this policy.

Additional Terms

• By placing an order with us, you agree to this returns policy and acknowledge that certain goods are exempt from the right to cancel under Consumer Contracts Regulations, specifically those made to the consumer’s specifications or clearly personalised.
• This policy does not affect your statutory rights.

Please ensure your parcel is returned within 14 day limit