Terms & Conditions - Trophies Online

Trophies Online Limited

Last updated: 22 October 2026

1. Introduction

Welcome to Trophies Online.

These Terms & Conditions govern your use of our website, www.trophiesonline.co.uk, and the purchase of products from Trophies Online Limited.

By placing an order through our website, you agree to these Terms & Conditions.

Please read them carefully before making a purchase.

Business Details

Trophies Online Limited
Overdene
Timsbury Road
High Littleton
Bristol
BS39 6HL
United Kingdom

Email: [email protected]

Website: www.trophiesonline.co.uk

Throughout these terms, “we”, “us” and “our” refer to Trophies Online Limited. “You” and “your” refer to the customer purchasing our products.

Nothing in these terms affects your statutory consumer rights.

2. Our Products

Trophies Online specialises in trophies, awards, medals, plaques, engraved gifts and personalised presentation products.

Many of our products are individually personalised using laser engraving, mechanical engraving or other personalisation techniques.

We make every reasonable effort to ensure product descriptions, photographs, measurements, materials and specifications are accurate.

However:

Product colours and finishes may vary slightly from photographs due to screen settings, lighting and manufacturing variations.
Natural materials, including wood, bamboo, slate and leather, may display variations in grain, colour and texture.
Glass and crystal products may have minor manufacturing variations within acceptable tolerances.
Engraving appearance may vary depending on the material and manufacturing characteristics.
Product dimensions are approximate unless specifically stated otherwise.

These natural or minor variations are not necessarily defects, provided the goods remain as described, of satisfactory quality and fit for purpose.

We reserve the right to update product specifications and discontinue products without prior notice. Any material change to an accepted order will be discussed with the customer.

3. Placing an Order

When placing an order, you are responsible for ensuring that all information provided is accurate and complete.

This includes:

Names, dates and personalised messages.
Spelling, punctuation and capitalisation.
Engraving instructions and layout requirements.
Delivery addresses and contact details.
Uploaded artwork, logos and images.
Product options, sizes, quantities and colours.

After placing an order, you will normally receive an automated acknowledgement.

This acknowledgement confirms receipt of your order but does not necessarily mean that we have accepted it.

A contract is formed when we confirm acceptance of your order, normally through a dispatch confirmation or other express acceptance.

We may decline an order where there is a legitimate reason, including product unavailability, suspected fraud, an obvious pricing error or an inability to fulfil the requested personalisation.

If payment has already been taken for an order we cannot accept, we will refund it.

4. Personalisation, Spelling and Typographical Errors

4.1 Customer Responsibility

All personalised products are manufactured using the information supplied by the customer.

It is your responsibility to check all personalisation details carefully before submitting your order.

This includes spelling, grammar, punctuation, dates, names, numbers and capitalisation.

Unless otherwise agreed, we will reproduce the personalisation supplied rather than independently checking or correcting its content.

4.2 Customer-Supplied Errors

If a product has been engraved or personalised exactly as instructed, but the information supplied contains an error, we are not normally responsible for the cost of replacing or correcting the item.

Examples include:

Misspelt names or messages supplied by the customer.
Incorrect dates, initials or numbers.
Missing words or incorrect punctuation.
Incorrect capitalisation.
Errors within customer-supplied artwork or logos.

Where possible, we may offer a discounted replacement or another goodwill solution at our discretion.

4.3 Errors Made by Trophies Online

If we make a mistake during personalisation, including incorrect spelling, missing text or engraving that does not match the agreed instructions, we will take responsibility.

Depending on the circumstances and your statutory rights, we will offer an appropriate remedy, such as a replacement, correction or refund.

We may request photographs to establish the nature of the error.

4.4 Proofs and Artwork Approval

Where an engraving proof or artwork preview is supplied, customers should check it carefully before approving production.

Approval confirms acceptance of the details shown, including spelling, layout and design.

Changes requested after approval may incur additional charges or may not be possible if production has started.

Approval does not remove your statutory rights where we fail to produce the item in accordance with the agreed proof or where the product is faulty.

4.5 Layout and Formatting

Unless a particular layout, font or design has been agreed, we may make reasonable adjustments to text positioning, font size, line spacing and engraving layout to achieve a suitable finished appearance.

We will endeavour to maintain the overall style and presentation shown in our product listings.

5. Customer-Supplied Logos, Images and Artwork

Customers may submit logos, photographs, designs or other artwork for personalisation.

By supplying artwork, you confirm that you own the necessary rights or have permission to use it for the requested purpose.

You agree not to submit material that infringes another party’s intellectual property rights or is unlawful.

We reserve the right to refuse artwork that we reasonably believe may infringe intellectual property rights or otherwise breach applicable law.

Artwork Quality

Engraving results depend on the quality and suitability of the artwork supplied.

Low-resolution images, fine details, gradients and complex colour designs may not reproduce accurately.

We may need to convert artwork into a suitable engraving format, including black-and-white or vector artwork.

Where significant changes are required, we may contact you for approval before proceeding.

We will not knowingly make substantial alterations to an approved design without agreement.

6. Pricing and Payment

All prices displayed on our website are in pounds sterling (GBP).

Applicable taxes and delivery charges will be identified during checkout.

Payment must be made using one of the payment methods accepted by our website.

We reserve the right to change product prices at any time, but changes will not affect orders already accepted.

Pricing and Website Errors

Despite our efforts to maintain accurate information, occasional pricing, typographical or technical errors may occur.

If an obvious and unmistakable pricing error is identified before an order is accepted, we may decline the order and notify you.

Where an order has already been accepted, we will handle any pricing issue in accordance with applicable contract and consumer law.

We will never increase the price of an accepted order without your agreement.

7. Order Processing and Production

Many of our products are personalised individually and require production time before dispatch.

Estimated processing times may vary depending on:

Product type and quantity.
Complexity of engraving or artwork.
Availability of materials.
Customer approval of artwork.
Seasonal demand and order volumes.

Any production or dispatch estimates shown on our website are provided in good faith.

Where a specific delivery deadline is essential, please contact us before placing your order so we can confirm whether it can be accommodated.

8. Order Changes and Cancellations

8.1 Personalised Products

Under the Consumer Contracts Regulations 2013, the normal 14-day cancellation right does not apply to goods made to the customer’s specifications or clearly personalised.

This means that once an order for a genuinely personalised product has been accepted, you do not automatically have the right to cancel it simply because you have changed your mind.

However, we understand that mistakes happen.

If you need to amend or cancel an order, please contact us as soon as possible at [email protected].

If production has not started, we will endeavour to accommodate your request.

Once engraving, personalisation or production has begun, cancellation or amendments may no longer be possible.

8.2 Non-Personalised Products

For eligible non-personalised products purchased online, consumers normally have the right to cancel within 14 days of receiving their goods.

Please see Section 10 for further details.

8.3 Our Right to Cancel

We may cancel an order where we cannot reasonably fulfil it, including circumstances involving unavailable products, unsuitable artwork or other genuine operational issues.

If we cancel an order, we will refund any payment received for the cancelled goods.

9. Delivery and Shipping

We deliver throughout the United Kingdom using selected postal and courier services.

Available delivery methods, charges and estimated timescales are displayed during checkout.

9.1 Dispatch and Delivery Estimates

We aim to dispatch orders within the advertised processing period.

Delivery estimates are not guaranteed unless we have expressly agreed a guaranteed delivery service or date.

Where no delivery period has been agreed, we will deliver without undue delay and, in any event, within 30 days of the contract being formed unless otherwise agreed.

9.2 Courier Delays

Occasionally, delivery may be delayed by circumstances outside our reasonable control, including postal disruption, severe weather or courier network issues.

We will make reasonable efforts to assist with delayed or missing deliveries.

Nothing in these terms removes your statutory rights if goods are not delivered within the legally required or agreed timeframe.

9.3 Incorrect Delivery Information

Customers are responsible for providing a complete and accurate delivery address.

If incorrect information results in a parcel being returned, additional delivery charges may apply where legally permitted.

9.4 Lost or Missing Parcels

If your order has not arrived within the expected delivery period, please contact us.

We will investigate with the delivery provider and arrange an appropriate resolution.

For consumer orders, responsibility for the goods normally remains with us until they come into your physical possession or that of a person you have identified to receive them, except where you independently arrange a carrier not offered by us.

9.5 Delivery Damage

Please refer to Section 11 for instructions on reporting items that arrive damaged.

10. Returns and Refunds

We want every customer to be satisfied with their purchase.

Our returns policy distinguishes between personalised goods, non-personalised goods and products that are faulty, damaged or incorrectly supplied.

10.1 Personalised and Engraved Products

Products made to your specifications or clearly personalised are generally exempt from the statutory 14-day change-of-mind cancellation right.

This includes products engraved with names, dates, messages, logos or other individual details.

We are therefore not normally able to accept change-of-mind returns for these products.

However, if you are unhappy with your order, please contact us. We may be able to offer a goodwill solution depending on the circumstances.

Some products have separate engraving plates or components that may be replaceable. Where appropriate, we may consider a partial refund or another arrangement.

Any goodwill return or refund will be agreed individually.

10.2 Non-Personalised Products

For eligible non-personalised products purchased online, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason.

To exercise this right, you must notify us of your decision within that period.

You must then return the goods within 14 days of notifying us.

You may inspect the goods as you would reasonably be permitted to do in a shop. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

For a valid statutory cancellation, we will refund the product price and the original standard delivery charge, where applicable.

Any additional amount paid for an enhanced delivery service is not normally refundable beyond the standard delivery cost.

Unless otherwise agreed, you are responsible for the direct cost of returning non-faulty goods, provided this has been communicated before purchase.

10.3 Refund Processing

Refunds will be issued using the original payment method unless expressly agreed otherwise.

For a statutory cancellation, refunds will be made within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

Where goods have not yet been supplied, the applicable refund period runs from notification of cancellation.

Other refunds will be processed in accordance with your statutory rights.

10.4 Faulty or Incorrect Products

Your statutory rights apply to all products, including personalised goods.

If an item is faulty, not as described, damaged or incorrectly personalised by us, please contact [email protected].

We will assess the issue and provide an appropriate remedy in accordance with the Consumer Rights Act 2015.

Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

For consumer purchases, the law generally provides a 30-day short-term right to reject goods that do not conform to the contract, subject to applicable exceptions. Further remedies may apply after this period.

We will cover reasonable return costs where required by law for faulty or incorrectly supplied goods.

11. Damaged Goods and Reporting Problems

We take great care when packaging our products, particularly fragile glass, crystal and ceramic items.

However, damage can occasionally occur during transit.

11.1 Reporting Damage

If your order arrives damaged, please contact us as soon as reasonably possible.

We ask that damage is reported preferably within 24 hours of delivery, where practical, so that we can investigate promptly and raise a claim with the delivery provider.

Please email [email protected] and include:

Your order number.
A brief description of the damage.
Clear photographs of the damaged product.
Photographs of the external and internal packaging, where available.
A photograph of the delivery label, where available.

These photographs help us investigate the damage and improve our packaging and delivery procedures.

Important: The 24-hour reporting period is a request to assist with courier investigations. It is not a condition of your statutory rights. Reporting damage after 24 hours does not automatically invalidate a legitimate claim.

11.2 Replacements and Refunds

Where goods arrive damaged or faulty, we will offer an appropriate remedy in accordance with your statutory rights.

Depending on the circumstances, this may involve a replacement, refund or another agreed resolution.

We may ask you to retain the packaging temporarily while we investigate the issue.

11.3 Returning Damaged Products

Please contact us before returning a damaged or faulty item so we can provide suitable instructions.

Where a return is necessary and the goods do not conform to the contract, we will bear reasonable return costs as required by law.

12. Incorrect Items and Missing Products

If you receive an incorrect item or an order is incomplete, please contact us promptly.

We may request photographs or additional information to help identify the problem.

Where an error has occurred on our part, we will arrange an appropriate correction at no additional cost to you.

If an item is missing from a delivery, we will investigate the circumstances and fulfil our obligations under applicable consumer law.

13. Engraving Quality and Material Characteristics

We aim to produce professional, attractive and durable engraving.

However, engraving results can vary according to the properties of individual materials.

Examples include:

Natural grain and tonal variations in wood and bamboo.
Differences in engraving contrast across coated metal products.
Minor variations in the appearance of laser engraving on glass and crystal.
Differences in finish caused by the composition of individual materials.

These variations may be a normal characteristic of the engraving process.

They do not automatically indicate a manufacturing defect.

However, this section does not exclude your right to receive goods that are of satisfactory quality, fit for purpose and as described.

14. Bulk Orders and Business Purchases

We welcome orders from businesses, schools, clubs, charities and other organisations.

For large quantities or bespoke projects, we may provide an individual quotation.

A quotation may specify:

Product quantities and specifications.
Artwork requirements.
Production timescales.
Payment terms.
Delivery arrangements.
Any agreed design or setup charges.

Where separate written terms are agreed for a business order, those terms will take precedence to the extent of any inconsistency.

Customers purchasing wholly or mainly for business purposes may not have the same statutory cancellation rights as consumers.

Nothing in these terms excludes liability that cannot legally be excluded.

15. Intellectual Property

All original website content, including text, product photography, graphics, designs and branding owned by Trophies Online Limited, is protected by applicable intellectual property law.

You may not reproduce or commercially exploit our original content without permission, except where legally permitted.

Customer-supplied logos, artwork and other intellectual property remain the property of their respective owners.

By supplying artwork, you grant us permission to use and process it solely as reasonably necessary to fulfil your order and related customer service obligations.

We will not claim ownership of your original artwork merely because it has been supplied for engraving.

16. Website Availability and Technical Errors

We aim to keep our website accessible, accurate and secure.

However, we cannot guarantee uninterrupted access or that the website will always be free from technical errors.

We may temporarily suspend access for maintenance, upgrades or security reasons.

We reserve the right to correct typographical errors, inaccurate product descriptions and technical issues.

Any correction affecting an accepted order will be handled in accordance with applicable law.

17. Limitation of Liability

Nothing in these Terms & Conditions excludes or limits liability for:

Death or personal injury caused by negligence.
Fraud or fraudulent misrepresentation.
Breach of statutory consumer rights.
Any other liability that cannot legally be excluded or restricted.

We are responsible for losses caused by our breach of contract or failure to use reasonable care and skill where those losses were reasonably foreseeable.

For purchases made as a consumer, we do not generally accept liability for business losses arising from the use of products purchased for personal purposes.

For business-to-business transactions, any additional limitations of liability must be reasonable and legally enforceable.

18. Privacy and Personal Information

We respect your privacy and handle personal information in accordance with applicable UK data protection legislation.

Information supplied during ordering may be used to:

Process and fulfil orders.
Produce personalised products.
Arrange delivery.
Communicate about purchases.
Handle customer service enquiries.
Meet legal and accounting obligations.

Further information about how we collect, store and process personal information should be provided in our separate Privacy Policy.

19. Complaints and Customer Service

We take customer satisfaction seriously and aim to resolve problems fairly and promptly.

If you have a complaint or concern, please contact:

Trophies Online Limited

Email: [email protected]

Address:

Overdene
Timsbury Road
High Littleton
Bristol
BS39 6HL
United Kingdom

Please provide your order number and a description of the issue so we can investigate.

We will endeavour to respond within a reasonable timeframe.

20. Events Outside Our Reasonable Control

We will not be responsible for delays caused by circumstances genuinely outside our reasonable control where the law permits.

Such circumstances may include significant courier disruption, extreme weather, natural disasters or major interruptions to essential services.

We will take reasonable steps to minimise disruption and keep affected customers informed.

Your statutory rights, including rights relating to delayed or undelivered goods, remain unaffected.

21. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes in our business operations, website or applicable law.

The terms applicable to your purchase will normally be those in force when your order was placed, unless a subsequent change is required by law or expressly agreed.

The latest version will be available on our website.

22. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

If you are a consumer resident in Scotland or Northern Ireland, you retain any mandatory protections available under the laws of your place of residence.

You may bring legal proceedings in the courts available to you under applicable consumer law.