Refund policy
Return and Refund Policy — Prism Crystal Awards
Personalized and Engraved Awards
All personalized, custom, and engraved awards are final sale. Because these products are made to the customer’s specifications, we do not accept returns or exchanges for changes of mind, ordering the wrong item, or errors in customer-provided text or artwork.
Exceptions for Damaged, Defective, or Incorrect Items
We accept returns for defective products only. This includes awards that arrive damaged, incorrect, or have an engraving or production error caused by Prism Crystal Awards. Please report the issue within 14 days of delivery with your order number, a description of the problem, and clear photos. For approved claims, Prism Crystal Awards covers the return shipping cost by providing a prepaid return label. Depending on the issue, we may provide a replacement, correction, or refund. Exchanges are not accepted.
Customer-Approved Proofs and Customer Errors
Customers are responsible for reviewing and approving all personalization details, including names, dates, spelling, logos, and other engraving information, before production begins. We are not responsible for errors contained in customer-provided information or in a proof that the customer approved.
Order Cancellations
Cancellation requests must be submitted before production or engraving begins. We cannot guarantee that an order can be canceled once production or engraving has started. Orders that have already entered production may not be eligible for cancellation, return, or refund unless the item is defective, damaged, incorrect, or contains an error caused by us.
Refunds
If a refund is approved, it will be issued to the original payment method. Refunds are processed after approval and, when applicable, after the returned item is received and inspected. Your bank or payment provider may require additional time to make the funds available.
Original shipping charges are not refundable unless the issue was caused by Prism Crystal Awards. For approved damaged, defective, incorrect, or production-error claims, we will address return shipping costs as appropriate.
Exchanges
Exchanges are not accepted for personalized or engraved awards. If your item is damaged, defective, incorrect, or contains an engraving error caused by us, we will work with you on a replacement, correction, or refund.
Contact Us
For questions about this policy or to report a problem with an order, please contact Prism Crystal Awards through the Contact Us page on our website and include your order number and relevant photos.