Return & Replacement Promise

As Award Maven, we believe recognition pieces should arrive exactly as you envisioned—flaw‑free and on time. While every order is vetted by multiple quality checks, the unexpected can happen. The policy below explains how we’ll make it right.

1. Report an Issue 

If your award arrives damaged, defective, or engraved differently from your approved proof, email [email protected] within 3 business days of delivery. Attach clear photos of the item, its packaging, and your order number so we can jump into action.

2. Engraving‑Accuracy Guarantee

Your art files are etched exactly as the final proof you approve. On the rare occasion something slips, we’ll remake and reship the piece — priority service, no extra cost.

3. Shipping Damage

Claims for transit breakage must also be filed with the carrier within 3 business days. Please hold on to all cartons and cushioning so we can complete the insurance claim and rush your replacement. 

4. Custom Products = Final Sale

Because each award is personalized, engraved or printed items can’t be returned for refund once production starts—unless they arrive damaged or in error.

5. Standard Products

Un‑engraved, non‑custom items in new, resaleable condition may be returned within 30 days. A restocking fee (up to 20 %) and all shipping charges apply. Provide a trackable shipping service and send the tracking number to our team so we know it’s on its way.

6. How to Start a Return

1. Email [email protected] with the subject line “Return Request – Order #CB‑XXXX”.
2. Attach photos (if damaged) or note the item you’re sending back.
3. We’ll email an RMA number and return‑shipping instructions within one business day.

7. Need Help Right Now?

• Phone: (480) 780‑1879

Thank you for choosing the Better Homes and Gardens Real Estate Custom Store. We’re committed to delivering awards that are every bit as exceptional as the people who earn them.