Refund and Cancellation Policy for The Awards DXB
Refund and Cancellation Policy for The Awards DXB
Effective Date: 15/10/2025 [Oct. 15,2025]
The Awards DXB specializes in the custom design and manufacture of high-quality awards (Crystal, Metal, Wood, and Acrylic). This policy governs the cancellation and refund terms for all custom fabrication, engraving, and product orders placed with us (“we,” “us,” or “our”).
All custom orders are unique, and fees cover the cost of raw materials, design work, and production capacity. Therefore, our policy is structured around the stage of your order when cancellation is requested.
- Custom Order Cancellation and Refund
Refund eligibility is determined by the stage of the production process when we receive your written cancellation request:
|
Stage of Order |
Cancellation Timing |
Refund Eligibility |
|
Design/Proofing Stage |
Before final design proof approval is received from the client. |
Full refund of all payments made, MINUS a [Specify Percentage, e.g., 20%] fee or a fixed Design Fee of [Specify amount, e.g., AED 500] to cover administrative and design costs. |
|
Pre-Production/Material Sourcing |
After proof approval but before the start of engraving or cutting of the final materials. |
50% Refund of the total invoice value. The remaining 50% covers materials purchased, design time, and production slot reservation. |
|
In Production |
After the engraving or cutting of materials has begun. |
NO REFUND will be issued. |
Important Note: Production starts immediately after we receive your signed Design Proof Approval. Once we receive this approval, we commit time and materials, making the order non-cancellable and non-refundable, except as noted above.
- Defects, Damage, and Replacements
We guarantee that all awards will be manufactured to the specifications approved by the client in the final design proof.
- Manufacturing Defects
If the awards contain a manufacturing defect or significant deviation from the approved proof (e.g., incorrect spelling, wrong logo placement, material flaw), we will offer one of the following solutions at our discretion:
- Repair or Replacement: We will repair the defective award or completely remanufacture the affected items at no additional cost to you.
- Partial Refund: If repair or replacement is not feasible, we will offer a partial or full refund for the affected item(s).
- Reporting Period: You must notify us of any defects or issues within [Specify a Period, e.g., 48 hours] of delivery. Claims made outside this period may not be honored.
- Shipping Damage
If your order is damaged during delivery:
- You must immediately take clear photographs of the damaged packaging and the damaged item(s).
- Report the damage to us and the shipping carrier within Specify a short Period, 24 – 48 hours of receipt.
- We will assess the damage and, if confirmed, arrange for a replacement of the damaged item(s) to be manufactured and shipped.
- Order Alterations
Any requests to alter an order (e.g., change names, dates, or metal finish) after the final proof has been approved may be subject to additional fees and may extend the delivery timeline. If the items are already in production, alterations may be treated as a new order, and the original payment may become non-refundable.
- Refund Process
To request a cancellation or report a defect:
- Contact: All requests must be made in writing and emailed to the.awards.dxb@gmail.com
- Required Information: Include your Invoice Number, a detailed reason for the request, and photographic evidence (for defects or damage).
Approved refunds will be processed and issued back to the original method of payment within [Specify a period, e.g., 10-15 working days] from the date the refund is approved.
- Delivery Delays
While we strive to meet all agreed-upon deadlines, delivery dates are estimates. We are not liable for production or delivery delays caused by circumstances beyond our control (e.g., shipping delays, raw material shortages, or government actions). Such delays do not qualify for a refund.
