Return Policy

We want you to be happy with your order. This policy explains returns for items bought online from Trophy HQ, including how personalisation affects change-of-mind returns.

Returns period and process

If you are a consumer who bought a non-personalised item online, you can tell us that you wish to cancel within 14 days after the day you receive it. You then have a further 14 days to send it back. Contact us at sales@trophyhq.co.uk to tell us you wish to cancel and to arrange the return. You may use any clear statement of your decision to cancel; a return authorisation is not a condition of your legal cancellation right. Please use a tracked service and keep proof of postage.

Return postage and refunds

For a change-of-mind return of a non-personalised item, you pay the direct cost of sending it back. If an item is faulty, damaged on arrival, not as described, or incorrect because of our error, contact us and we will explain how to return it at our cost or arrange collection.

Where you exercise a statutory cancellation right, we will refund the item price and any standard outbound delivery charge within 14 days of receiving the goods back or evidence that you sent them back, whichever is earlier. Any additional charge for a premium delivery method is not included in that standard-delivery refund.

Engraved, printed and personalised items

Goods made to your specifications or clearly personalised, including items engraved or printed with your chosen details, are generally excluded from change-of-mind cancellation rights. This does not affect your rights if the goods are faulty, not as described, or incorrect because of our error. Please check names, dates and artwork carefully before approving personalisation.

Inspection and condition

You may inspect a non-personalised item as you would in a shop. If handling goes beyond what is needed to establish its nature, characteristics and function and reduces its value, we may make a deduction from the refund where the law permits. We do not charge a restocking fee when you exercise a statutory cancellation right.

Damaged or incorrect items

Please tell us about visible damage or an incorrect item as soon as you can, ideally within two days of delivery, so we can gather evidence for the courier and resolve the issue quickly. We may ask for photographs of the item and packaging. Reporting later does not remove your statutory rights.

Statutory rights

Nothing in this policy limits your statutory rights in relation to faulty, misdescribed or otherwise non-conforming goods.