Refund & Returns
Overview
Thank you for choosing Awardora. Most of our products are custom-made and personalized for each order (including names, logos, colors, sizes and message content). Because of this, items generally cannot be resold once produced. This refund and return policy explains in which situations we can remake or refund your order. This policy applies to all purchases made through awardora.com.
1. Custom Products – General Policy
All personalized and made-to-order items are non-refundable and non-returnable except where there is a proven quality or production issue caused by us.
Please review all details carefully before approving your design and placing your order, including:
- Spelling of names and text
- Logos and images
- Colors and materials
- Sizes, quantities and layout
Design approval constitutes final confirmation of all content and specifications. Once approved, the order cannot be cancelled or modified.
2. Our Responsibility – Quality Issues
If there is a confirmed quality or production problem caused by us, such as:
- Broken, cracked or clearly defective products
- Serious printing errors, misalignment or missing elements
- Incorrect information that does not match the final approved design
- Sizes that clearly differ from the order (beyond minor variations that are industry-accepted for custom manufacturing)
we will first offer a free remake and re-shipment of the affected items. In cases where a remake is not possible, we may offer a partial or full refund, depending on the situation.
To help us assess the issue quickly, please contact us within 48 hours of receipt of the goods and provide:
- Order number
- Clear photos of the product and any defects
- Photos of the outer packaging and shipping label
3. Situations Not Covered
The following situations are not considered quality issues and are not eligible for refunds or free remakes:
- Spelling mistakes, wrong content, low-resolution images or layout problems in files supplied or approved by the customer
- Minor color differences between the final product and the colors shown on screens or printers (due to device display and printing limitations)
- Minor surface marks or variations that do not affect normal use
- Change of mind, change of event plan, or the item is “not as imagined”
- Damage caused by improper use, storage or handling after delivery
Because all products are made to order and personalized, items cannot be returned for resale.
4. Shipping & Delivery
For each order, we provide an estimated delivery time that includes both production and shipping. This estimate is for reference only and is not a guaranteed delivery date.
International shipping may be affected by factors outside our control, including but not limited to:
- Customs inspections and clearance delays
- Flight schedules, weather conditions and public holidays
- Local courier operations and service capacity
- Changes in local import regulations or force majeure events
We will do our best to assist in tracking and coordinating with the carrier, but shipping delays caused by these factors do not qualify as a reason for refund or compensation.
5. Damaged or Lost Shipments
Once an order is handed over to the carrier, shipping risks are generally borne by the carrier.:
- We will assist customers in filing claims and, where appropriate, may offer a remake or refund at our discretion.
Please report shipping damage within 48 hours of receipt of the goods with clear photos of the product, packaging and shipping label.
6. Customs & Duties
International orders may be subject to import duties, taxes and other customs-related charges, which are imposed by the destination country.
- These charges are the responsibility of the recipient and are not included in our product prices or shipping fees.
- If a package is returned, held or destroyed due to non-payment of duties or refusal to cooperate with customs, no refund will be issued.
If additional charges are caused by incorrect shipping documents supplied by us, we will take responsibility for those costs.
7. Order Cancellation
- Before production: If your order is still in the design stage and production has not started, you may request cancellation and a refund.
- After production has started or the order has shipped: the order cannot be cancelled or refunded.
8. Refund Method & Timing
Where a refund has been approved, it will be processed to your original method of payment. The actual time required for the refund to appear will depend on your bank or payment provider, but is typically around 5–10 business days.
9. Limitation of Liability
Awardora is not responsible for any indirect, incidental or consequential loss arising from the use of our products or from delays in delivery, including but not limited to:
- Delays caused by customs, carriers or force majeure events
- Undeliverable or returned shipments due to incorrect address information or failure to receive the parcel
- Changes to event schedules or plans on the customer’s side
Our total liability in connection with any order is limited to the amount actually paid for that order.
10. How to Contact Us
If you have questions about refunds, remakes or shipping, please contact us through the contact form or customer service email support@awardora.com. To help us assist you quickly, please include your order number and a clear description of the issue.
