Customer Service Policy
Outlined below are our customer services policies. Please take the time to read through these thoroughly and ensure you fully understand them before commissioning us to manufacture your awards.
Please note that from time to time we may alter our policies without notice. Please do not hesitate to contact us if you do not understand any of the policies outlined.
Our hand-crafted awards are manufactured from the finest natural and man-made materials. Because they are hand-crafted they typically have their own natural variations. No two hand-crafted awards are 100% identical. Variations are usually minor and we feel that they add to the character and beauty of each award we manufacture. Variations in mass produced products such as crystal and some types of medallions & key rings are typically non-existent or at least imperceptible to the naked eye.
A non-refundable deposit of 25% is required for all orders over $2,000 in value (excl. GST). This is payable once you have accepted our quotation.
The balance is due when your order is complete and ready for shipment. Under no circumstances will we ship before full payment has been confirmed. We accept direct deposit, bank cheques, and all major credit cards. The invoice balance will be automatically charged to your credit card the day of/or before the awards ship unless other arrangements have been made.
Payment terms may be offered to existing clients with an established credit history. Our payment terms are 14 days from the shipment date.
Additional design costs
For new those projects that require a concept design we will typically provide 1-2 design options/variations. These options will take the form of drawings by hand or computer generated design. Concept designs are intended as a two dimensional representation of the brief provided. Variations to concept designs will be charged at an hourly rate of $100 per hour (excl. GST).
The development of award prototypes, based on approved concept designs will be quoted separately prior to manufacturing. Additional prototype design and manufacturing will be charged at $100 per hour (excl. GST) for labour. Materials will be charged at cost.
Approval of final artwork
Whilst we all care to avoid mistakes, we accept no responsibility for typographical errors, spelling mistakes, or incorrect information on any project committed to production. As the client you will be asked to proof read and approve final artwork before production commences. An email verification shall be considered conclusive as to the approval of all artwork.
If there are errors in award engraving based on errors in files and/or instructions sent to us, we will work to correct these errors, but all costs associated with these corrections will be your responsibility.
Returns, refund and cancellations
All of our awards are ‘made to order’. Engraving is customized to your specific needs. As such, we do not offer a return or refund policy. Given the custom manufacturing involved with each order, all sales are considered “final” once placed, and orders cannot be cancelled, or quantities reduced, once the order is finalized.
If there is an unnatural defect or problem with your award that is due to an error on our part, you may contact us to request a return within 14 calendar days of order receipt. Any corrections will be made at our expense, and we will cover the cost of replacement shipping. If there is an unnatural defect or problem we will require you to return the goods. Under no circumstances we will provide a discount on the final price.
Design Awards retains full ownership of its concept designs and award prototypes. Design Awards own intellectual property rights on the works, articles or inventions it produces, such as copyright under the 1968 Copyright Act.
Unused concepts and prototypes remain the property of Design Awards.
Please report any and all freight damaged shipments to your Design Awards account representative and save all original packing materials. Your account representative will file a freight claim and instruct you on the next step.
All award returns must be packed in the original packaging. Any damages incurred from inadequate return packaging will be the responsibility of the customer. Design Awards recommends that customers: a) use a carrier that offers shipment tracking on all returns; and b) insure the package for safe return to Design Awards, and declare the full value of the award(s) so that customers are completely protected if the shipment is lost or damaged in transit. If customers choose to forego these options, they will be responsible for any loss or damage to the product during shipping.
Each award is priced based on its size, complexity, finish and the quantity required. You can find out the price of any of our awards by calling our office during business hours.
We normally ship our awards via courier unless requested to do otherwise. A flat rate typically applies to all orders depending upon the delivery address and the urgency of the delivery.