Returns & Refunds FAQ
If you are not totally satisfied with your purchase for any reason you have the right to cancel your order within 14 working days, starting from the date after the day of delivery*. Please contact us at enq@wessextrophies.co.uk to notify us of the problem and provide photographic evidence otherwise we will be unable to progress your claim; we will then be able to assist you to return the gifts to us. If requested to return the gift, please ensure that the goods are suitably packaged to prevent damage in transit. We reserve the right to deduct the cost of replacement of the gifts from the order refund if they are damaged in transit or are returned used, damaged or incomplete.
Unfortunately, any products which are bespoke, personalised, engraved or altered to your specifications cannot be returned unless they are damaged or faulty. Please see our returns and refunds page for further guidance.
As per our returns policy you have the right to cancel your order within 14 working days starting from the date after the day of delivery.
We will meet the cost of return if the goods are damaged or faulty, and this is verified photographically. Otherwise, you will be expected to meet the cost of return which will vary depending on the size and nature of the order. It is your responsibility to ensure that the awards are suitably packed and we reserve the right to deduct the cost of replacement of the awards from the order if they are damaged in transit or are returned used, damaged or incomplete.
We can only apologise for sending faulty goods, each order goes through detailed quality checks and so this should not have happened, please contact us at enq@wessextrophies.co.uk and attach photographic evidence of the problem.
Unfortunately, we do not accept old trophies or parts of trophies or awards as payment or offer discounts on your orders for them. We cannot accept used goods as they cannot be resold. Otherwise, please contact us.
Don’t worry, we keep copies of these. Please contact us at enq@wessextrophies.co.uk and we can help resolve the issue.
Yes – however, please notify us that you are doing this so we can expect multiple items.
It is your responsibility to sign for the correct number of packages as shown on the carrier’s delivery consignment note. Any shortages must be notified to us within 24 hours from the date and time of delivery. It is your responsibility to notify us of any incorrect goods supplied to you within 24 hours from the date and time of delivery. This is to ensure that we have time to notify the courier to rectify the problem.
Returns & Refunds Policy Details
Cancelled Orders and Returns
If you are not totally satisfied with any products that has not been engraved or customised for you, you can return them within 14 working days for a refund or credit. It is your responsibility to return purchases in their original boxes and packaging in excellent condition and to pay for return postage via a tracked service for proof of delivery. We reserve the right to refuse a refund if the item is returned faulty or damaged in anyway.
Your right to return or cancel goods to us does not apply to any items that have been engraved or customised specifically for you (see exceptions below)
To progress the return please contact us at enq@wessextrophies.co.uk and provide photographic evidence of the problem (if required), this will allow us to progress your claim. The address for returns is Wessex Trophies Ltd, 13H Moor Road, Broadstone, Dorset, BH21 3LZ
Damaged or Faulty Goods
We are sorry if your gift is not perfect, please be assured we do everything we can to check your gift leaves the shop perfectly and is wrapped to perfection. However, if the item is damaged or faulty in anyway, please contact us at enq@wessextrophies.co.uk and provide photographic evidence of the problem, this will allow us to progress your claim. If the goods are faulty, incorrect or damaged on delivery, we will meet the cost of return.
Unfortunately, we are unable to refund gifts which have been personalised or changed to your specification unless the item is faulty.
We will not be liable for any loss of profits, inconvenience, disappointment, indirect or consequential loss or damage arising out of any issue in relation to the gift order and we shall bear no additional liability or give any compensation whatsoever, over and above the cost of the original order.
If requested to return the gift, please ensure that the goods are suitably packaged to prevent damage in transit. We reserve the right to deduct the cost of replacement of the gifts from the order refund if they are damaged in transit.
Please be assured that we will do everything we can to help you to resolve any issue you may experience.
If you have any questions about this policy please write to us by email to enq@wessextrophies.co.uk or by post to Wessex Trophies Limited, 13H Moor Road, Broadstone, Dorset, BH188AZ
