Return and Refund Policy

1. Custom and Bespoke Orders Due to the highly personalized nature of our products, all DEHAE custom awards, trophies, and manufactured items are made specifically to your approved design specifications. Therefore, we do not accept returns, exchanges, or provide refunds for "change of mind" or customer-generated errors (e.g., typographical errors, incorrect logos, or layout mistakes approved by the client during the design proofing stage).

2. Manufacturing Defects and Errors We stand firmly behind the quality of our craftsmanship. If your order arrives with a manufacturing defect or an engraving error made on our end (i.e., the final product deviates from the approved design proof), we will take full responsibility.

3. Damages in Transit We partner with premium logistics providers to ensure safe global delivery. However, if your items are damaged during transit, please retain all original packaging materials and contact us immediately.

4. How to Submit a Claim To report a defect, error, or transit damage, please follow these steps:

• Timeframe: Contact us within 14 days of receiving your order.

• Email: Send an email to sales@dehaeawards.com (or your dedicated account manager) with your Order Number.

• Evidence: Include clear, high-resolution photos or a short video demonstrating the defect or damage, including pictures of the shipping box if damaged.

5. Resolution Process Upon reviewing your claim, DEHAE will, at our sole discretion, offer one of the following solutions:

• Expedite the remanufacturing and shipping of a replacement item at no additional cost to you.

• Issue a partial or full refund to your original payment method.

6. Order Cancellations Cancellations are only accepted before the physical production process has begun. Once materials (such as crystal, wood, or obsidian) have been cut, polished, or engraved, the order is considered final and cannot be canceled or refunded.

If you have any questions regarding this policy, please contact us at info@dehaeawards.com.