Returns and replacements
Every Token Trophy award is made to order and engraved with information you supply. Because each piece is personalized and cannot be resold, we do not accept returns or exchanges for change of mind.
If something is wrong with your order and the fault is ours, we will make it right.
Free replacement within 30 days
We will replace your item at no cost, within 30 days of delivery, if:
- the item arrives damaged, defective, or broken in transit; or
- we engraved information that does not match what you submitted with your order.
Replacements ship at our expense. In most cases you will not need to send the original item back. If we do need it returned, we will provide a prepaid return label.
Errors made when ordering
Your order goes into production exactly as you enter it, so we are not able to accept liability for:
- spelling, punctuation, spacing, or capitalization errors in the text you submitted;
- the wrong product, size, finish, or color selected at checkout;
- an incorrect or incomplete shipping address.
We will still help. If a mistake on your side means the piece needs to be remade, contact us and we will offer a discount on the replacement. Discounts are handled case by case at our discretion.
Check your confirmation email
We do not send a proof before production, so the text you enter at checkout is what gets engraved. Please review your order confirmation email as soon as it arrives. If you spot a mistake, email us within 24 hours of placing your order and we will correct it free of charge provided production has not started. Once production begins, changes are no longer possible.
How to make a claim
Email info@tokentrophy.com within 30 days of delivery and include your order number, a description of the problem, and photos of the item (and of the packaging if the damage happened in transit).
We respond to claims within 2 business days.
Cancellations
Orders can be cancelled for a full refund any time before production begins, generally within 24 hours of purchase. Once production has started, an order cannot be cancelled.
Refunds
Where a refund is due, it is issued to the original payment method within 10 business days of approval. Your bank or card issuer may take additional time to post it to your account.
Customers in the EU and UK
Under EU and UK consumer law, the 14-day right of withdrawal does not apply to goods made to your specification or clearly personalized. This does not affect your statutory rights in respect of faulty, damaged, or misdescribed goods.
Questions
Email info@tokentrophy.com and we will get back to you.