Refund and Returns Policy

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

Returns

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Goods that have been engraved or personalised cannot be refunded or returned unless there is an error on our part with the engraving.

To complete your return, we require a receipt or proof of purchase.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Exchanges

We can exchange items due to change of mind. However there will be a 20% exchange fee to cover costs of restocking, repacking and shipping expenses. Defective or damaged products can be exchanged free of charge. In some cases we may be able to exchange for the same item. If the item is no longer available we will offer a refund or alternative item. If the alternative is of a greater value than the item originally purchased, you will be charged the additional cost difference.

Faulty and damaged items

Faulty and damaged items will be either replaced or refunded depending on availability of replacements. A photo showing the damage must be provided as proof.

Shipping returns

To return your product, you should send your product to: Award Engravers & Framers, 1o Joyce Place, Richmond, Nelson 7020 New Zealand.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us on 03 544 2704 for questions related to refunds and returns.