Refund policy

Return & Refund Policy

At Masterwork Engraving & Awards, we take pride in creating custom engraved products made specifically for you. Since each item is personalized, all custom orders are final sale and cannot be returned or refunded once production has begun.

Order Approval

Customers are responsible for reviewing and approving all proofs before production begins. Once a customer approves a proof, we cannot make changes or offer refunds for errors that were approved.

Custom & Personalized Items

Due to the customized nature of our products, we do not accept returns or exchanges for reasons such as incorrect sizing, design choice, or customer provided spelling or layout errors.

However, If an error occurs due to spelling errors made by our team, or materials defects we will gladly correct the issue. This may include repairing, replacing, remaking or refunding the item at no additional cost to you.

Damaged or Defective Items

If your order arrives damaged or defective, contact us within 24 hours of delivery with photos of the issue. We will review the claim and will try to resolve the issue as soon as possible.

Small variations in color, finish, or size may occur and are considered normal, and are not considered defects. 

We reserve the right to have any items proven to be defective returned to us (at our expense) before issuing a credit

Shipping Delays, Lost packages & Time-Sensitive Orders

We understand that many custom engraving projects are time sensitive. While we make every effort to meet production timelines, we are not responsible for shipping delays caused by third-party carriers, including but not limited to weather delays, service interruptions, or courier errors.

In the event that an order is delayed, lost, or damaged during transit, replacement may not be possible if timing constraints prevent remanufacturing before the required date. Shipping fees are non-refundable, and we cannot guarantee delivery dates once an order has been handed over to the carrier.

All goods are shipped F.O.B. origin. If a package does not arrive at the scheduled time or states that is has been delivered when it has not, the customer should contact the courier immediately. A claim can be issued if the packaged is later determined lost.   

Contact Us

If you have any questions or concerns about your order, please reach out to us at info@masterworkengraving.ca our chat and we’ll be happy to help.