Refunds

We want every experience with Trophy Monster to be a positive one. If something’s gone wrong with your order, we're genuinely sorry—and we’ll do everything we can to put it right.

Damaged Parcel on Arrival?

If your parcel looks damaged when it arrives (tears, crushed corners, etc.), please don’t accept it from the courier. If the damage isn’t spotted until after delivery, don’t worry—just get in touch with us as soon as possible:

01727 614777
sales@trophymonster.com

We’ll work together to sort it out quickly and fairly.

Missing Something?

If part of your order is missing, that’s on us—and we’ll fix it fast. Mistakes are rare, but we take them seriously. Please contact us straight away so we can resolve it for you.

Not Quite What You Expected?

We understand that sometimes things don’t feel quite right. If you've ordered a non-personalised, stock item, you can return or exchange it within 14 days of delivery.

Before sending anything back, please get in touch with us so we can guide you through the process.

Made-to-Order or Personalised Items

We want to be transparent about custom items. If your product has been:

Made to order but not personalised – we may accept a return, but a 20% restocking fee could apply. Please contact us first to check.
Personalised – unfortunately, we can’t accept returns unless the item is faulty. This includes anything engraved, printed, or made specifically with your logo or wording.
Approved via a proof – once you've signed off on a design proof, the item is considered final and non-returnable, unless there's a manufacturing fault.

Faulty Product?

Oh no! That’s definitely not what we want. If your item is faulty, please contact us within 7 days of delivery, and we’ll work quickly to replace or refund it. After 7 days, we may not be able to accept returns.

Return shipping is covered by us only if the item is faulty or incorrect.

Refunding Delivery Charges

Delivery charges are only refundable if the item is faulty or sent in error.