Refund & Return Policy

1. Understanding Our Custom Products

At North Georgia Awards, every product we create is made to order based on your unique specifications. Whether it's a personalized trophy, custom plaque, engraved award, or corporate recognition piece, each item is individually crafted with your chosen text, logo, or design.

This means:

• We cannot resell custom items to other customers
• Production begins immediately after design approval and payment
• Each piece is uniquely yours and cannot be restocked
• We carefully review all artwork and specifications before production begins

2. Non-Returnable Items

2.1 All Custom / Personalized Products

• Items with custom engraving, text, names, or dates
• Products with custom logos or artwork
• Personalized awards, trophies, plaques, and medals
• Custom acrylic awards and corporate recognition pieces
• Engraved name badges, signage, and business identification products
• Any item produced to customer specifications

2.2 Additional Non-Returnable Items

• Digital design files or artwork (design fees are non-refundable)
• Rush order fees
• Items damaged due to customer misuse or negligence

3. When Returns Are Accepted

We will gladly offer replacements or issue refunds in the following circumstances:

3.1 Our Error

• Incorrect engraving — text, names, dates, or design differs from your approved artwork
• Wrong product — you received a different item than what you ordered
• Production defects — errors in engraving quality, alignment, or execution
• Missing items — part of your order was not included

3.2 Defective Products

• Product arrived damaged or broken
• Manufacturing defects in the base product (not related to engraving)
• Items that do not function as intended (e.g., plaque backing doesn't work, stand is defective)
• Quality issues that render the product unusable

4. How to Request a Return or Refund

4.1 Timeframe

• Claims must be made within 48 hours of picking up your order
• After 48 hours, we cannot guarantee resolution of issues
• Late claims will be evaluated on a case-by-case basis

4.2 Required Information

To process your request, please contact us with:

• Your order number
• Photos of the product showing the issue or defect
• Detailed description of the problem
• Copy of your original approved artwork/design (if applicable)

4.3 Contact Us

• Email: info@ngawards.com (preferred — include photos for fastest resolution)
• Phone: (470) 253-1050

5. Resolution Options

When we approve a return or claim, we offer the following solutions at our discretion:

5.1 Replacement

• We will recreate a corrected version of your product at no additional charge
• Typical turnaround: 3–7 business days for production
• Rush production may be available in some cases

5.2 Full Refund

• Full refund of the product purchase price
• Refunds processed to original payment method within 5–7 business days
• You may be asked to return or dispose of the defective item

5.3 Partial Refund or Credit

• In some cases, a partial refund or store credit may be offered
• This may apply to minor issues that don't affect product functionality
• Credits can be used toward future purchases with no expiration date

6. Order Cancellations

6.1 Before Production Begins

• Orders may be cancelled before production starts
• Full refund minus any design fees already incurred
• Contact us immediately at (470) 253-1050 or info@ngawards.com
• Cancellation must be requested within 24 hours of order placement for best results

6.2 After Production Begins

• Orders cannot be cancelled once production has started
• Production typically begins within 1–2 business days of artwork approval
• We will notify you when production begins if you've requested cancellation

6.3 Design Fees

• Custom design work is non-refundable
• If we have created custom artwork, design fees will be deducted from any refund
• You will receive the completed design files even if the order is cancelled

7. Proof Approval & Customer Responsibility

7.1 Design Approval Process

• Review all artwork, text, spelling, and design details carefully before approval
• Completing checkout constitutes approval of the design as submitted
• We are not responsible for errors in customer-provided text or artwork
• Double-check names, dates, spelling, punctuation, and formatting

7.2 What We Check

• Technical feasibility of the design
• Engraving quality and clarity
• Proper sizing and positioning

7.3 What You Must Check

• Spelling and grammar accuracy
• Correctness of names, dates, and numbers
• Appropriateness of content
• Approval of design layout and style

8. Warranty Information

8.1 Engraving Workmanship Warranty

• We warranty our engraving workmanship for the life of the product
• If our engraving fades, peels, or wears off under normal use, we will replace it
• This warranty does not cover damage from misuse, abuse, or accidents

8.2 Product Warranty

• Base products (awards, trophies, plaques, etc.) are warranted for 1 year against manufacturing defects
• Natural variations in wood, acrylic, or other materials are not defects
• Normal wear and tear is not covered
• Warranty does not cover damage from drops, impacts, or improper care

8.3 Making a Warranty Claim

• Contact us with photos and a description of the issue
• Include your original order number and purchase date
• We will evaluate the claim and determine if warranty coverage applies

9. Refund Processing

9.1 Timeframe

• Approved refunds are processed within 5–7 business days
• Refunds are issued to the original payment method
• Allow 3–5 additional business days for your bank or card issuer to post the refund
• You will receive an email confirmation once the refund is processed

9.2 What Is NOT Included in Refunds

• Rush processing fees
• Design or artwork fees
• Credit card processing fees (if applicable)

10. Bulk & Corporate Orders

• Bulk orders (25+ items) follow the same return policy
• We recommend ordering a sample before placing large orders
• Production proofs may be provided for bulk orders upon request
• Partial refunds or replacements may be offered if only some items are defective
• Rush fees on bulk orders are non-refundable once production begins

11. Material Variations

• Colors may vary slightly from screen to product due to monitor settings
• Natural materials (wood, stone) have inherent variations in grain, color, and texture
• These variations are not defects and are not eligible for returns
• Metal and acrylic finishes may have slight variations between batches
• All product dimensions are listed on product pages — if you're unsure about sizing, contact us before ordering

12. Your Satisfaction Is Our Priority

While our policy protects both you and our business given the custom nature of our work, we want every customer to be thrilled with their purchase. If you have concerns about your order, please reach out — we're real people who take pride in our craftsmanship and will work with you to find a fair solution.

• Unsure about a design? Ask us for feedback before checkout.
• Need a specific shade or style? Call us to discuss options.
• Concerned about turnaround time? Let us know your deadline upfront.
• Have special requirements? Tell us in your order notes.

The more we know about your vision, the better we can make it a reality.