Refund Policy

1. Our Satisfaction Guarantee

At Village Engraving Trophy, customer satisfaction is our top priority. We're confident in our craftsmanship and service quality, which is why we offer comprehensive refund options when our work doesn't meet your expectations.

100% Satisfaction Guarantee: We stand behind every engraving project with our complete satisfaction guarantee.

2. Refund Eligibility Criteria

Refunds are available under the following circumstances:

Our Mistakes

Errors in spelling or text
Incorrect design specifications
Wrong material or finish
Poor engraving quality or depth
Damage during production

Quality Issues

Surface scratches or blemishes
Uneven engraving depth
Incomplete or missing details
Color or finish inconsistencies
Structural defects

3. Refund Timeframes

We offer different refund windows depending on the type of issue:

Issue Type	Report Window	Refund Timeline	Refund Amount
Our errors or mistakes	14 days from delivery	5-7 business days	100% Full Refund
Quality issues	7 days from delivery	5-7 business days	100% Full Refund
Damage during shipping	Immediately upon receipt	5-7 business days	100% Full Refund
Customer dissatisfaction	7 days from delivery	10-14 business days	50-80% Partial Refund
Cancellation before production	Any time before work begins	3-5 business days	90-100% Refund*

*Refunds for cancellations may be subject to processing fees. See Section 6 for details.

4. How to Request a Refund

Follow these steps to request a refund:

Take clear, high-quality photographs of any issues with your order. Include multiple angles and close-ups of problem areas. This helps us quickly assess the situation and process your refund.

Reach out to our customer service team via phone, email, or our contact form. Include your order number, description of the issue, and the photos you took. Our team typically responds within 24 hours.

Our customer service team will review your case, ask follow-up questions if needed, and determine the best resolution. This may include a full refund, partial refund, or replacement item at no cost.

If a refund is approved, we'll provide return shipping instructions and a prepaid shipping label for defective items. Once we receive the returned item, your refund will be processed within the specified timeframe.

5. Refund Processing Information

Important details about how refunds are processed:

Payment Methods

Original payment method refund
Credit card: 3-5 business days
Bank transfer: 5-7 business days
Check: 7-10 business days
Store credit: Immediate

Refund Calculations

Full refunds: 100% of order value
Partial refunds: Proportional to issues
Shipping costs included in full refunds
Rush fees may be non-refundable
Restocking fees for custom items

6. Cancellation and Order Changes

Refunds for cancelled orders depend on when the cancellation request is made:

Before Production

90-100% Refund

Minus processing fees

During Production

50-75% Refund

Work already completed

After Completion

No Refund

Custom item completed

Order Modifications:

Free changes allowed before production begins
Modifications during production may incur fees
No changes allowed after production completion

7. Exchange and Replacement Policy

In many cases, we prefer to resolve issues through exchange or replacement rather than refunds:

Free Replacements

We can often remake defective items at no charge, especially for our errors or quality issues.

Item Exchanges

If you're unhappy with a custom item, we may offer exchanges for different designs or materials.

Customer Choice: When possible, we let you choose between a refund, replacement, or store credit based on your preference.

8. Special Circumstances

Certain situations have specific refund policies:

Immediate Reporting Required: Document shipping damage with photos and contact us within 48 hours of delivery. We work with shipping carriers to process claims and will provide immediate replacements or full refunds.

Priority Support: Rush orders receive priority customer service. If issues arise, we provide expedited resolutions including same-day replacements for critical timeline needs.

Volume Discount Protection: Bulk orders (10+ items) receive special protection. Issues with individual pieces don't affect the entire order discount, and we can replace specific items without recharging bulk rates.

Business-Friendly Terms: Corporate accounts have extended return windows and flexible payment terms. We understand business timelines and work to minimize disruption to your operations.

9. Customer Responsibilities

To be eligible for refunds, customers must:

Timely Reporting

Report issues within the specified timeframes to maintain refund eligibility.

Documentation

Provide clear photos and detailed descriptions of any issues or defects.

Proper Packaging

Return items in original packaging or equivalent protection when required.

Good Faith Cooperation

Work with our team in good faith to resolve issues quickly and fairly.

10. Dispute Resolution

While most refund requests are resolved quickly and amicably, we have a formal process for disputes:

1

Direct Resolution

Work directly with our customer service team

2

Management Review

Escalate to management for review

3

Third-Party Mediation

Independent mediation if needed

Legal Venue: All disputes are governed by Vermont state law and shall be resolved in Vermont state courts.

11. Contact Information for Refunds

Ready to request a refund or have questions about our policy?

Phone Support

(802) 872-8660

Monday-Friday: 8AM-5PM, Saturday: 9AM-3PM

Immediate response for urgent issues

Email Support

alexandracurry@villengrfnt.com

We respond within 24 hours

Include order number and photos

Business Address for Returns:

Village Engraving Trophy
Attn: Customer Service Department
4 Railroad Ave
Essex Junction, VT, 05452-3110

Fastest Processing: Include your order number and photos in all refund requests to ensure the quickest response and resolution.