Refund & Return Policy
At NQ Plaques & Trophies we are determined to provide you with the best customer service and product quality. We do our best at all times to meet your specifications and requirements.
Should you have any issues with the standard of the order you have received, please contact us as soon as you receive your product, by phone 07 4773 7296 or by email at firstname.lastname@example.org.
While we aim at all times to meet your expectations, there are sometimes circumstances beyond our control that result in concerns.
In the case that your chosen product is unavailable in the exact specification you have requested, we will make every endeavour to contact you via email or phone to confirm a suitable replacement. If you are unable to be contacted we will provide the closest match possible to your original request.
You are entitled to return your goods and ask for a refund, exchange or repair in the following circumstances:
- The goods have a fault or are not correct as per your order (Please refer to our shipping policy for information regarding in-transit damage)
- Engraving or graphics errors due to NQ Plaques & Trophies mistake
Refunds will NOT be provided if:
- You change your mind regarding the purchase
- You provided incorrect engraving or graphics details (eg. spelling / layout)
- The requested product was not available but a suitable replacement was found and best efforts were made to inform you of the change
- You found the same product cheaper elsewhere
Spelling & Graphic Design
- Please ensure you double check any details provided for inscription on products. While we do our best to pick up obvious mistakes, we do NOT takes responsibility for spelling or grammatical errors in the engraving details you have supplied.
- For certain items, namely corporate and glass / acrylic awards, a proof will be provided prior to proceeding with the job. Once this proof is approved, no responsibility is taken by nqplaques.com.au for any errors in wording / layout.
All claims relating to faulty/unsatisfactory product must be provided within 7 days of receipt of the product. nqplaques.com.au will assess the claim and provided the terms of our refund and replacement policy are met, will cover the cost of the return of the applicable item. Refunds will be processed using the original form of payment within 7 days of the agreed refund.
This Policy operates in addition to your statutory rights for returns of faulty goods.
- Orders cancelled prior to being engraved are subject to 50% cancellation fee.
- Orders cancelled once engraving has been started but have not yet been shipped are subject to a 100% cancellation fee, excluding the shipping charge.
- Orders that have already been sent are UNABLE to be cancelled.