Refund and Returns Policy

At Creative Trophies, we pride ourselves on our 30 years of experience delivering high-quality awards. We want you to be completely satisfied with your order, and our local team takes every precaution to ensure your items arrive in perfect condition and exactly as requested.

Please review our returns policy below to understand how we handle replacements, refunds, and errors.

Personalised and Custom-Made Items

Because the majority of our products—including trophies, medals, corporate awards, and custom acrylics—are permanently engraved or personalised specifically for you, we cannot accept returns or offer refunds for a “change of mind” on custom items. If you have ordered non-personalised, blank items (such as generic ribbons or unengraved cups) and wish to return them, please contact us within 14 days of delivery. These items must be returned in their original, unused condition at the customer’s shipping expense. A restocking fee may apply.

Damaged or Faulty Goods

As an Australian-owned business, all our products come with guarantees that cannot be excluded under the Australian Consumer Law.

If your order arrives damaged, faulty, or is not doing what it is supposed to do, please contact us immediately. We will happily offer a prompt replacement, repair, or refund for the affected items. We may ask you to provide photos of the damaged goods and packaging to help us process your claim quickly and improve our packing methods.

Engraving Errors and Misspellings

We know how important it is to get names and achievements exactly right.

If we make a mistake: If the engraving on your award does not match the final text you submitted to us, we will replace the item or the engraved plate immediately at absolutely no cost to you.

If you make a mistake: If a typo or incorrect information was submitted in your original order, we unfortunately cannot offer a free replacement. However, because we handle everything locally, please reach out to our team! We will do our best to help you organize a replacement plate or item at a discounted rate to get your awards fixed before your presentation.