Returns & Cancellations Policy

Introduction

We want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help.

Returns of Non-Personalised Items

You may return any non-personalised items within 30 days of receipt for a full refund or credit, provided they are:

• In original condition

• Unused and undamaged

• Returned in the original packaging

Please note: You are responsible for return shipping costs unless the item is faulty or incorrect. We recommend using a trackable service and keeping proof of postage.

Returns of Personalised or Customised Items

Due to the nature of personalised products, we are unable to accept returns unless the item is faulty or incorrect. However, we assess such requests on a case-by-case basis. Please contact us before returning any personalised goods.

How to Return an Item

1. Notify our customer service team at [email protected] or 02476667355 with:

a. Your order number

b. Product code(s) and quantity

c. Reason for return

2. Carefully package the items—ideally using the original packaging.

3. Include a note with your order number inside the parcel.

4. Send your return to:

 Trophyme, Unit 11, Holbrook Park Industrial Estate, Swallow Road, CV6 4PU

Faulty or Damaged Items

If you receive a damaged, faulty, or incorrect item:

• Notify us within 7 days of receiving your order.

• Please email [email protected] with:

o Your order number

o Clear photos of the issue, including internal/external packaging and delivery label

o A brief description of the problem

If you received the wrong items, please let us know within 7 days of delivery.

We typically do not require the return of faulty items and will send replacements promptly once the issue is verified.

Refunds

Once we receive your return, we’ll confirm by email. Approved refunds will be processed within 10 working days.

Shipping costs are non-refundable unless the return is due to an error on our part.

Cancellations

You may cancel your order for non-personalised items at any time before dispatch. For personalised items, please contact us immediately—as once production begins, cancellations may not be possible.

If you have questions or need help, reach out to us via [email protected] or 02476667355