Awards Warehouse – Delivery & Returns Policy

Effective Date: 1/04/2024

At Awards Warehouse, we are committed to providing you with high-quality medals, trophies, and awards, delivered reliably and efficiently. We understand that sometimes you may need to return an item, and we aim to make this process as clear as possible. Please read the following policy carefully.

1. Delivery Information

  • Order Processing:
    • Generic Items: Orders for non-customised items are typically processed and dispatched within 2 to 5 business days after payment confirmation.
    • Customised Items: Orders involving engraving, custom designs, or personalisation require additional production time. Please allow approximately 5 to 15 business days for processing before dispatch. We will provide a more specific estimate if your order requires significant customisation.
  • Shipping Provider: We primarily use Australia Post for deliveries originating from our NSW facility. This allows us to offer reliable standard and express shipping options across Australia. You will be able to select your preferred shipping method at checkout.
  • Shipping Costs: Shipping costs are calculated based on the weight and dimensions of your order and the delivery destination. The final shipping cost will be displayed at checkout before you complete your purchase. We may occasionally offer promotional shipping rates.
  • Estimated Delivery Times:
    • Standard Shipping (Australia Post): Typically 2 to 7 business days, depending on your location.
    • Express Shipping (Australia Post): Typically 1 to 3 business days for major metropolitan areas.
    • Please note: These are estimates provided by Australia Post. Delivery times may vary due to factors outside our control (e.g., public holidays, peak periods, weather events, remote locations).
  • Shipping Locations: We currently ship to addresses within Australia.
  • Tracking: Once your order is dispatched, you will receive a shipping confirmation email containing your tracking number, allowing you to monitor your delivery’s progress via the Australia Post website.

2. Returns Policy

We want you to be happy with your purchase. Please review the return conditions below:

  • Generic, Non-Customised Items:
    • Eligibility: You may return generic, non-customised items (e.g., stock medals without engraving, standard trophy bases) within 30 days of receiving your order.
    • Condition: Items must be returned in their original, unused condition, with all original packaging and tags intact.
    • Return Shipping: The cost of return shipping for generic items is the responsibility of the customer. We recommend using a trackable shipping service, as we cannot be held responsible for items lost or damaged in transit back to us.
    • Refunds/Exchanges: Once we receive and inspect the returned item(s), we will process your refund to the original payment method within 10 business days. Alternatively, you can request an exchange for another item (subject to availability and any price difference). Original shipping costs are non-refundable.
  • Customised & Personalised Items:
    • Non-Returnable Clause: Due to their unique and personalised nature, customised medals, trophies, plaques, engraved items, and any products made to specific customer requirements CANNOT be returned or refunded once the customisation process has begun or the item has been produced, unless they meet the criteria below (Faulty or Damaged Items). This includes items with specific names, dates, logos, or unique designs requested by the customer.
    • We strongly recommend you double-check all spelling, dates, and design details submitted for customisation before placing your order. Digital proofs can be supplied for approval before production.
  • Faulty, Damaged, or Incorrect Items (All Item Types):
    • Notification: If you receive an item that is faulty, damaged in transit, or incorrect (e.g., a mistake made by Awards Warehouse in customisation or the wrong item sent), please contact us immediately, and no later than 10 days of receipt.
    • Proof: We will require photographic evidence of the fault, damage, or error. Please email this along with your order number to [email protected].
    • Resolution: Upon verification, we will offer a replacement, repair, or a full refund (including original shipping costs). We will also cover the cost of return shipping for the faulty/damaged/incorrect item if required. Do not return items without contacting us first.

3. How to Initiate a Return (for eligible Generic Items)

  1. Contact Us: Please email our customer service team at [email protected] or use our Contact Form within 30 days of receiving your order.
  2. Provide Details: Include your order number, the item(s) you wish to return, and the reason for the return.
  3. Await Instructions: We will respond with return instructions, including the return address.
  4. Ship the Item: Package the item securely and ship it back to us using a trackable service (at your cost).
  5. Inspection & Refund: Once we receive and inspect the item, we will process your refund or exchange as per Section 2.

4. Contact Us

If you have any questions about our Delivery & Returns Policy, please don’t hesitate to contact us:

5. Policy Updates

Awards Warehouse reserves the right to modify this Delivery & Returns Policy at any time. Changes will be effective immediately upon posting to our website.

6. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. This policy is in addition to your rights under the Australian Consumer Law.