Refund Policy — Awards
1. Overview
We are committed to providing high-quality awards to recognise achievement. This Refund Policy explains your rights when ordering awards from us.
2. Eligibility for Refunds
Refunds are only available in the following circumstances:
a. Faulty or Incorrect Awards
If the award you receive is defective, damaged, or not as ordered, you may request a refund or replacement. Faulty items must be reported within 14 days of receipt. Documentation (photos or description) may be required. All reports should be sent to; hello@swimsuperb.co.uk.
b. Order Errors by Us
If we dispatch the wrong award by mistake, you are entitled to a full refund or replacement at no extra cost.
3. Non-Refundable Items
Refunds will not be issued for:
-
Awards that are personalised, or customised.
-
Orders placed correctly but returned due to change of mind.
-
Awards that have been used or are not in their original condition.
-
All cancellations. Once an order is placed, it will be processed and cannot be cancelled.
4. How to Request a Refund
To request a refund for a faulty or incorrect award, email hello@swimsuperb.co.uk:
5. Returns Process
If a physical return is required:
-
Awards must be returned in original packaging and in unused condition.
-
Return postage costs are at your expense unless the return is due to our error or a faulty item.
-
Awards can be brought to your venue to be returned.
6. Refund Amounts
7. Processing Time
Refunds will typically be processed within 14 working days of receiving the returned award or verifying eligibility for a refund.
8. Exceptional Circumstances
Refunds outside of these conditions will not be considered.
){kind=link}