Cancellation & Refund Policy

Returns

• Our returns window is 7 days from the date of delivery. If 7 days have passed since your order was delivered, we are unfortunately unable to offer a refund or exchange.

• To be eligible for a return, the item must be unused, unengraved, in the same condition in which you received it, and in its original packaging with all inserts and protective material.

• Engraved, personalised, custom-text and made-to-order items cannot be returned. Each one is produced specifically for you and cannot be resold. This does not apply if the item arrives damaged or defective, or if the engraving differs from the artwork you approved.

• Please do not send your purchase back to the manufacturer. Contact us first and we will confirm the return address and the process.

• There are certain situations where only a partial refund is granted (if applicable):

• Any item not in its original condition, or damaged or missing parts for reasons not due to our error.

• Any item returned more than 7 days after delivery.

Damaged, Defective or Incorrectly Engraved Orders

• Trophies, plaques and crystal awards are fragile, so please check your order as soon as it arrives.

• Report any damage, defect, wrong item, or engraving that does not match the approved artwork within 48 hours of delivery, with clear photographs of the item and of the packaging it arrived in.

• Please keep the original packaging until the claim is settled. The courier's damage assessment depends on it.

• Where the fault is ours, we will remake the piece or refund you in full, including delivery charges, and we never ask you to pay return postage.

Warranty

Most items are not sold with a warranty. Where a warranty does apply, it is stated clearly on that product's page.

Refunds (if applicable)

Once your return reaches us we inspect it and notify you by email that we have received it, and whether the refund has been approved or rejected. Approved refunds are confirmed within 2 business days of us receiving and checking the item.

Online payments made through Razorpay are refunded to the original payment method and typically appear within 5–7 business days, depending on your bank or card issuer.

Cash on Delivery orders are refunded by UPI or bank transfer to an account in the name of the person who placed the order.

Delivery charges are refunded only where the fault is ours — a damaged, defective, wrong or misspelled item, or an order we could not fulfil.

Shipping

If a return has been approved, we will confirm the return address in writing when we approve it. Please do not post anything back before you have that confirmation.

Return address: Trophy Mall, Muthumariamman Kovil Street, Pondicherry, 605001, India

Where the return is a change of mind rather than our error, you are responsible for the cost of returning the item, and the original delivery charge is not refundable. Please use a trackable service and pack the item as carefully as it arrived — we cannot refund an item that is damaged on its way back to us.

By placing an order on this website or through any official Trophy Mall sales channel, you (“you”, “your”) agree to be bound by this Policy.

1. Cancelling an Order

1.1 You may cancel an order free of charge at any time before it has been dispatched. Contact us using the details on our Contact Us page, quoting your Order ID, from the email address or phone number used to place the order.

1.2 For engraved or personalised orders, cancellation is possible only before the artwork or engraving has been approved for production. Once production has started the piece carries your text and cannot be resold, so it can no longer be cancelled.

1.3 Once an order has been dispatched it can no longer be cancelled. You may still return an eligible item under the Returns section above.

1.4 Where a cancellation is accepted, the refund is initiated within 2 business days and credited as set out under Refunds above.

2. Orders We Cancel

2.1 We may cancel an order, in whole or in part, if an item is out of stock, if there has been a pricing or listing error, if delivery to your location is not possible, or where we suspect fraud.

2.2 In every such case you receive a full refund, including any delivery charge, and we contact you to explain what happened and to offer an alternative where one exists.

3. Personalised and Bulk Orders

3.1 We send a proof of the engraving for your approval before production. You are responsible for checking the spelling of names, the dates and any other text on that proof. We produce exactly what is approved, so an error in approved text is not treated as a defect.

3.2 If what you receive does not match the approved proof, it is our error: report it within 48 hours with photographs and we will remake or refund it in full.

3.3 Bulk and corporate orders are quoted individually and may require an advance payment. Cancellation terms for a bulk order are those confirmed in writing with the quote; where pieces have already been engraved with your organisation's details, those pieces are non-returnable.

4. Contact

For any cancellation, return or refund request, contact Trophy Mall on +91-9345709466 or +91-9894538282 or at trophymallpondy2023@gmail.com, or use the details on our Contact Us page. Please include your Order ID in every message.

5. Governing Law & Jurisdiction

This Policy is governed by and construed in accordance with the laws of India. Any dispute is subject to the exclusive jurisdiction of the courts at Puducherry.