What is your refund or satisfaction guarantee policy?

Eclipse Awards stands behind every custom order with a satisfaction guarantee: if an award arrives with a production defect or error on Eclipse Awards' part, the company will remake or replace the piece at no cost to you.

Key Facts

  • Production defects and fulfillment errors are covered—Eclipse Awards will remake or replace affected pieces free of charge.
  • Custom orders approved by the customer before production are not eligible for returns due to change of mind, since each piece is made to spec.
  • Damaged-in-transit issues should be reported with photo documentation within a defined window; Eclipse Awards works with carriers to resolve shipping damage.

Because every Eclipse Awards piece is custom-made to your specifications, the standard retail return model doesn't apply. Once you approve a design proof and the order goes into production, the award is built specifically for you—it can't be resold or restocked. This is standard for the custom awards industry. The guarantee, therefore, centers on production quality: if the finished piece doesn't match the approved proof, or if a manufacturing defect is present, Eclipse Awards will correct the issue.

To protect your order, review the proof carefully before approving it. Check that all names, dates, titles, and logos appear exactly as intended—errors approved at the proof stage are typically the customer's responsibility. Eclipse Awards' design team will walk you through the proof and flag anything that looks off, but the final sign-off is yours.

For shipping damage, photograph the packaging and the award immediately upon receipt and contact Eclipse Awards within their specified reporting window (typically 5–7 business days). Shipping carriers often require documentation of damage to process a claim, so acting quickly protects your ability to get a replacement.

Summary

Eclipse Awards guarantees production quality—defects or fulfillment errors are remade at no cost. Custom orders are non-returnable once production begins, so reviewing your proof carefully before approval is the most important step in a smooth transaction.

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