Refund Policy
Refund policy
This policy explains your rights to cancel, return or get a refund on an order from The Trophy Studio, in line with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Personalised and engraved items
Most of our products are made or engraved to order. Under the Consumer Contracts Regulations 2013, the standard 14-day right to cancel does not apply to goods made to your specification or clearly personalised — this includes any item with custom engraving text, a bespoke logo or a made-to-order finish. Once we have begun production, these orders cannot be cancelled or returned for a change of mind. If your engraving contains an error we made, or the item arrives faulty, damaged or different from what you ordered, you are fully covered — see "Faulty, damaged or incorrect items" below.
Non-personalised items
If you order a standard, non-personalised product, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To do this, contact us via the contact page before the 14 days is up. You'll then need to return the item, unused and in its original packaging, within 14 days of telling us. We recommend using a tracked delivery service, as we can't refund items lost in return transit. Once we receive the returned item, we will refund the price paid within 14 days.
Faulty, damaged or incorrect items
If your order arrives faulty, damaged in transit, or isn't what you ordered — including engraving errors that are our mistake — contact us within 14 days of delivery with your order number and a photo of the issue. This applies to personalised items too; the exclusion above only covers change-of-mind returns, not faults. We will arrange a free replacement, re-engraving or a full refund, including any delivery charge you paid, whichever you'd prefer.
Before you order
Because most items are dispatched within 3-7 working days of ordering and go into production quickly, please double-check engraving text, sizes and delivery addresses before approving your quote. If you need to change or cancel an order, contact us as soon as possible — we can usually amend or cancel an order that hasn't yet gone into production, but can't guarantee this once engraving has started.
How refunds are issued
Approved refunds are issued to the original payment method, usually within 5-10 working days of us confirming the refund. Delivery charges are refunded in full where the return is due to our error (fault, damage or an incorrect item); the original delivery charge is not refunded for change-of-mind returns of non-personalised goods.
Get in touch
For any return, refund or cancellation request, please reach us through the contact page, by phone or by email — details are in the footer of this site. We aim to respond the same working day.