Return & Refund Policy

At Specialty Trophies & Custom Apparel, all products sold through our eStores are custom-made to order. Items are produced specifically for your team, school, organization, or event based on approved designs, sizes, and customization details.

Because of the personalized nature of these products, all sales are final.

We do not offer refunds, returns, or exchanges except in the limited circumstances outlined below.

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1. Order Accuracy & Customer Responsibility

Customers are responsible for:

• Selecting the correct size(s)
• Reviewing sizing charts before ordering
• Ensuring spelling, names, numbers, and customization details are correct
• Confirming shipping information is accurate

Once an order is placed and production has begun, it cannot be modified or cancelled.

Specialty Trophies is not responsible for:

• Incorrect sizes ordered
• Spelling errors submitted by the customer
• Changes of mind
• Delays caused by shipping carriers
• Minor colour variations due to screen differences

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2. Exceptions – Errors or Defects

We will offer a replacement or refund only if:

• The item received differs materially from the approved design or order details due to an error on our part; or
• The item has a manufacturing defect.

If you believe there is an issue with your order:

• You must notify us within 7 days of receiving your order
• Provide clear photos of the issue
• Include your order number and description of the concern
• Alternatively, you may visit us at the shop - please bring the item(s) in question with you so we may address your concerns.

If the issue is confirmed to be our error, we will:

• Replace the item at no cost; or
• Provide a refund at our discretion.

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3. Damaged in Transit

If your order arrives visibly damaged:

• Contact us within 48 hours of delivery
• Keep all packaging materials
• Provide photographs of the packaging and product

We will assist in filing a carrier claim where applicable.

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4. Consumer Protection Compliance (Ontario)

This policy complies with Ontario consumer protection legislation. Custom or personalized goods are generally exempt from cancellation rights that apply to some remote agreements.

By completing your purchase through our eStore, you acknowledge that:

• The items are custom-made to your specifications
• You understand and agree to this no-refund policy
• You have reviewed all product and sizing information before placing your order

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5. Contact Information

Specialty Trophies & Custom Apparel
Email: sales@specialtytrophies.ca
Phone: (613) 389-4518
745 Development Drive, Units 5 & 6 Kingston, Ontario