Refund policy

Our policy lasts 30 days from your delivery date. If 30 days have gone by since you received your goods, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item(s) must be unused (E.G. not used for a presentation or handed out to third parties) and in the same condition in which you received it. Item(s) must be returned to us in the original box.
 
Please note that we cannot be liable for paying for return postage costs to us, nor return the costs of delivery originally charged to your order. You will only be refunded the cost of the item(s) themselves that are being returned.

Refunds normally take 5-10 working days from us cancelling the order, and receiving your cancellation confirmation email. We always refund back to the original payment method used, and cannot refund to any other alternative method.
 
To arrange a return, please email sales@graveshamtrophycentre.co.uk or call 01474 560016, quoting your order number. You are wholly responsible for arranging the safe return of your item(s). If the goods are faulty, incorrect or damaged on delivery, we will meet the cost of return.
 
We will not be liable to you for any loss of profits, administrative inconvenience, disappointment, indirect or consequential loss or damage arising out of any problem with the goods, and we shall have no liability to pay any money to you by way of compensation other than any refund we make under these conditions.
 

Goods that are not eligible for returns:

• Any bespoke (custom-made to order) items cannot be returned.
• Any items that have been directly engraved or printed and are therefore not able to be restocked and re-used, such as etched glass/crystal awards and medals with engraving on the back.

 

There are certain situations where only partial refunds are granted (at our discretion):

• Items which have had an engraving plaque supplied. We will give a partial refund in order to cover the costs of the materials/time for engraving.
• Orders where artwork (proofs) have been sent and the request to refund has been made to us after we have already sent artwork. A 10% charge of the order value is applied in these circumstances to cover our costs for the time spent on your artwork.

 

Refunds (if applicable):

Once your return is received and inspected, we will email you to notify you that we have received your return. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.
 

Late or missing refunds (if applicable):

If you haven’t received a refund yet, firstly check your bank account before contacting us. We would also advise contacting your credit/debit card company (bank), it may take some time before your refund is processed. If you’ve done all of this and still haven't received your refund, please email us at sales@graveshamtrophycentre.co.uk.
 

Exchanges (if applicable):

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@graveshamtrophycentre.co.uk or call 01474 560016, and we will advise you on your options.
 

Return address:

To return your item(s), please place them back in any original box(es) they arrived in and please use the original delivery box (or, if this has been discarded, a similarly secure box for transit) to:
Gravesham Trophy Centre
135 Singlewell Road
Gravesend
Kent
DA11 7QA
United Kingdom
 
Please only send via a tracked (signed-for) delivery method. We cannot be held responsible for item(s) lost in transit. You will be responsible for your own shipping costs to return your item. Shipping costs are non-refundable.