Speak to our expert customer service team Monday to Friday 9am to 5pm
Speak to our expert customer service team Mon-Fri 9am to 5pm

Terms & Conditions

These terms and conditions apply to the use of this website at www.awardmedals.com. By accessing this website and/or making a purchase you agree to be bound by these terms and conditions.

These terms and conditions apply to using and accessing the website and for the sale or order placed by you on the website whether you have registered as a customer or as a guest. We recommend you read the Terms and Conditions carefully and ensure you understand them before ordering a product from our website. You can print out and keep a copy. If you do not agree with the terms then please cease using the website.

The www.awardmedals.com website is operated by Award Productions Limited, a company registered in England and Wales.
Our company registration number is 2001900
Our VAT registration number is 446 7820 25

Registered Office:
Shrewsbury,
Shropshire,
SY5 6BT,
United Kingdom
Phone: +44 (0) 1952 510053
Fax: +44 (0) 1952 510765
General Email: info@awardmedals.com

Buying from Award
You can Order Products in the following ways: 
online via this website; 
by telephoning 01952 510053; 
by faxing a completed order form to 01952 510765 ; or 
by posting a completed order form to Award Productions, PO Box 300, Shrewsbury, SY5 6WP

When you place an order for a product in any of the ways described above ("order") you are offering to buy it for the price stated, subject to these Terms.

When you place your order online we will send you an email to confirm that we have received it. This email confirmation will be produced automatically so that you have confirmation of your order details. The fact that you receive an automatic confirmation does not necessarily mean that we will be able to meet your order. Once we have sent the confirmation email we will then check availability and contact you with a further email if the product is unavailable or there is an issue with your order.

Award may cancel any sale and not supply products if it is reasonable to do so and may change or discontinue the availability of products at any time at its sole discretion. If an order is cancelled, any payment made for the products will be refunded in full. This does not affect your Statutory Rights.

All new orders are deemed separate and each is treated individually.

Pricing
The price for each product is shown on awardmedals.com and includes V.A.T at 20%.

We always try to make sure that the prices on awardmedals.com are accurate but errors may occur. If we discover an error in pricing of the products in your order we will inform you as soon as possible using the contact details you supply us with. We will then give you the option of reconfirming your order at the correct price or cancelling it. (If we are unable to reach you we will treat the order as cancelled). If an order is cancelled, any payment made for the products will be refunded in full.

Prices are quoted on awardmedals.com in UK pounds - outside the UK your credit card company should exchange the amount charged to the currency of your country at the current. Please note that both charges and refunds are in UK pounds and Award Productions Limited cannot be held responsible for any loss due to exchange rate fluctuations.

Non-EU customers are responsible for Import Duty/Tax in their respective countries. Unfortunately we cannot advise you what these costs will be - please consult your local customs office for more information.

Order Payment
You must pay for your order before it is delivered and you can do so by credit card, debit card, cheque or postal order. Personalised orders will be charged for before any personalisation is done.

Credit Card and Paypal
Orders may be processed online, or by telephone, using a credit or debit card (currently VISA, MasterCard, American Express, Delta and Switch/Solo) or via Paypal. We aim to debit money from your account within one working day after receiving your order.

To ensure that shopping online is secure, when paying by credit/debit card your details will be encrypted to minimise the possibility of someone being able to read them as they are sent over the Internet.

Your credit card company may also carry out additional security checks to confirm it is you making the order. In the event your card is declined please contact your card issuer to authorise the transaction.

All order details and invoices will be sent to the credit card billing address and not the delivery address where the named recipient of the order differs.

Cheque or Postal Order 
In the UK, you may pay by cheque or postal order if you wish. 
Please make cheques payable to Award Productions Limited and remember to include postage. Please also send us a covering letter detailing your order, cheque guarantee card number, guaranteed amount, expiry date, contact details and delivery address.

Product Availability
We try to keep awardmedals.com as up to date as possible but cannot guarantee that particular product will always be available. If we cannot supply a product you will not be charged for it and we will refund or re-credit your account with the amount debited by us.

All offers are available while stocks last. If we are unable to supply a product you have ordered, we will notify you as soon as we can after receiving your order. If this happens, you may cancel your order and we will refund you the money you have paid for it.

Delivery
Award delivers to destinations inside and outside the UK.

You will be notified of the delivery costs automatically before you submit your credit card details.

Delivery outside the EU may be subject to local import taxes, which are your responsibility where they apply. If so, the shipping company should advise you the charges due or else you should consult your local customs office. Unfortunately we cannot advise you what these charges will be and Award is not responsible for them.

If these local import/custom charges are refused or not paid by the customer, then the item could be returned to Award or possibly destroyed if too expensive to return. Please note: If this happens, we may not be able to refund you for your order. We would not be able to refund any original postage costs paid and can only refund for the returned product/s minus any costs incurred in returning them to Award.

Orders are despatched either by Royal Mail or by courier. Our couriers require a signature and operate between 9am and 5pm on weekdays, so please specify an address where someone will be able to sign for your order between these hours.

We will make every effort to deliver within the time stated on awardmedals.com but we will not be liable for any loss caused to you by late delivery.

If the products are not delivered within the estimated delivery time which we quote, please contact us by telephone or email and we will try and ensure that you receive your order, as quickly as possible, or if you wish you may cancel your order and we will refund the money you have paid. Please note that while items sent by Royal Mail usually arrive within 3-5 days from despatch, Royal Mail stipulate that only items still not delivered after 15 working days can be officially classified as lost.

Please order from Award with enough time to prevent any loss or disappointment resulting from the delivery time as Award cannot be responsible for this.

This does not affect your statutory rights as a consumer.

Privacy and Data Policy

With over 30 years’ experience, Award Productions Ltd is committed to making sure your data stays safe at all times.  This Privacy Policy contains an explanation of what happens to personal data that you choose to provide to us, or that we collect from you whilst you visit this site and to reassure you that we respect your privacy and are committed to protecting it. By shopping with us at Award Productions Ltd, you are accepting and consenting to the practices described in this Privacy Policy.

Our Privacy Promise

At Award Productions Ltd we are committed to protecting and preserving your privacy when visiting our website or communicating with us. We know that you care how information about you is used and shared and we appreciate your trust in us to do that carefully and reliably. We do not sell, swap or pass on your personal information with any other company for their own marketing purposes.

How we use your information

The information we acquire from customers helps us personalise and continually improve your shopping experience at AWARD. We use the information to handle orders, deliver products and services, process payments, communicate with you about orders, products, services and promotional offers, update our records and generally maintain your account with us. We do not sell, swap or pass on your personal information with any other company for their own marketing purposes. It is important that the data we have for you is current and accurate. Please keep us up to date if you make any changes to your personal data.

We need to collect data from you to enable us to complete an order, either from contact details, details to check eligibility or personalisation for a product. If you don’t provide us with this data we may not be able to complete your order and in turn we may be forced to cancel and refund for this but we will always contact you where possible before taking these measures.

In running and operating www.awardmedals.com we may collect and process certain data and information relating to you and your use of this site. This data and information is detailed below:

Details of visits to our website and the pages and resources that are accessed, including, but not limited to, traffic data, location data and other communication data that may assist us in understanding how visitors use this website.

Information that visitors provide to us as a result of filling in forms on our website, such as when a visitor registers for information or makes a purchase.

Information provided to us when our visitors communicate with us for any reason.

The third-party providers used by AWARD will only collect, use and disclose your information when necessary to allow them to perform the services they provide to us. All of our third-party service providers such as payment gateways, delivery companies (e.g. Royal Mail & Parcelforce), website hosting etc have either their own privacy policy that we have deemed suitable or have signed our Data processor agreement. Please contact us if you require a copy of these.

Your rights regarding your personal data

You can request that we stop sending you marketing and promotional offers at any time. Digital requests will be completed within 24 hours, postal marketing such as catalogues may take up to 14 days as mailings are printed in advance.

The Data Protection Act 1998 gives all individuals the right to access personal information that is held about them. You can request a copy of any information that we hold about you. Please contact us if you wish to make such a request.

How to contact us

We have a data privacy officer who is in control of answering any questions you have regarding this privacy policy. If you have any queries regarding this policy please contact the data privacy officer using the details below:

Award Productions Ltd

PO BOX 300, Shrewsbury, SY5 6WP, UK

Telephone: +44(0)1952 510053

Email: info@awardmedals.com

You have the right to make a complaint to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues at any time: www.ico.org.uk, however we would appreciate the chance to deal with any concerns that you may have before approaching the ICO, so please feel free to contact us first.

This version of the Award Productions Ltd customer privacy policy was last updated on 25th May 2018.


Returns
We will try to attend to all returns as soon as practically possible.

Please note that product returns are not able to be accepted in person at our office address.

Unwanted Products
If you are unhappy with an item when you receive it or if you simply change your mind please return it to us within 30 days in an unused state complete with packaging and all components, and we will refund you the price you paid for that product (excluding P and P).

We will make the refund directly to the credit/charge card used to place the original order within 30 days or earlier once we have inspected the returned item and are satisfied that it has been returned to us in the condition it was in when delivered to you.

You will only have to pay for the return postage of the products.

Certain products and services are excluded from this returns policy, including Medal Mounting, Engraving, personalised products or those made to order. These items cannot be returned for a refund unless faulty.

Faulty Products
If a product arrives damaged or with defects, or is not what you ordered, we will replace it free of charge or provide a full refund as appropriate, if you return the product to us at the postal address below within 30 days of receipt.

In these circumstances we will also pay you the cost of the return postage. Please obtain a proof of posting certificate from your Post Office to enable us to process the refund for your return postage costs.

For help with items later than 30 days after your initial purchase please email us for more information. This does not affect your Statutory Rights.

Returning Unwanted or Faulty Products
Please contact us by telephone on 01952 510053 or email at info@awardmedals.com to inform us of your wish to return Products.

You will be responsible for the returned Products until they reach us.

Unwanted Products - European Distance Selling Regulations (DSRs)

By law, consumers in the European Union have the right to cancel a contract for the purchase of an item within seven working days of the day after receipt of the order.

If you wish to cancel your order under the DSRs we ask you to please notify our Customer Service team quoting your name and order number:
by email at info@awardmedals.com; or 
by telephone on 01952 510053; or 
by post to our address 
We will then arrange for you to be refunded accordingly.

Where you are cancelling your order within this cooling-off period we will refund the cost of the item and the cost of sending the item to you as follows:

where you are returning an item that was part of a larger order, we will refund any specific delivery charges that you incurred for that item over and above our Standard Delivery rate.
where you are returning your entire order, we will refund the Standard Delivery charge incurred. 
where we collect an item from you, we reserve the right to recover the costs of collection from you.

We will not refund the cost of gift packaging, your costs in returning the item to us and other services provided to you in connection with your purchase UNLESS you are returning the item to us because of an error on our part (or because it is faulty).

Unwanted Products - Custom-made, personalised, medal mounting, engraving and other Exempt Products
Due to the bespoke nature of custom-made and other exempt products/services we are unable to offer our usual money back policy on these items, and due to their nature they are not subject to the right to cancel under the Distance Selling Regulations.

This does not affect your statutory rights.

Award Responsibilities
Award has tried to make the descriptions (including all pictures) of the products as accurate as possible but you should check the dimensions stated on awardmedals.com or contact us for exact sizes.

Award shall insure ordered products at their retail value whilst being delivered to you. Please check the delivered products as soon as possible on receipt as we will not cover any subsequent loss or destruction.

Award will provide its services with reasonable skill and care but does not give any guarantees, warranties or representations in respect of any other persons services.

Because of the nature of the Internet Award provides and maintains award.com on an "as is", "as available" basis and makes no promise that use of award.com will be uninterrupted or entirely error free. We are not responsible to you if we are unable to provide our Internet services for any reason beyond our control.

Our website contains links to other websites which are not under the control of and are not maintained by us. These links are provided for your convenience only and we are not responsible for the content of those sites.

Except as provided above we can give no other warranties, conditions or other terms, express or implied, statutory or otherwise and all such terms are hereby excluded to the maximum extent permitted by law.

You will be responsible for any breach of these terms by you and if you use award.com in breach of these terms you will be liable to and will reimburse Award for any loss or damage caused as a result.

These terms above shall not limit any rights you might have as a consumer that may not be excluded under applicable law nor shall they exclude or limit Awards liability for death or personal injury resulting from its negligence nor any fraudulent representation.

Award will not be liable in any amount for failure to perform any obligation under this agreement if such failure is caused by the occurrence of any unforeseen event beyond its reasonable control including without limitation Internet outages, communications outages, fire, flood, war or act of God.

Please read the instructions, manuals and other user documentation that comes with your products carefully. Award is not involved in the manufacture of products and will not advise on their use or operation or the manufacturers guidelines. You are urged to use all Products safely and in accordance with the manufacturers guidelines.

These terms do not affect your statutory rights as a consumer which are available to you.

Subject as aforesaid, to the maximum extent permitted by law, Award excludes liability for any loss or damage of any kind howsoever arising, including without limitation any direct, indirect or consequential loss whether or not such arises out of any problem you notify to Award and Award shall have no liability to pay any money by way of compensation, including without limitation all liability in relation to:
any incorrect or inaccurate information on award.com; any interruptions to or delays in updating award.com; the infringement by any person of any Intellectual Property Rights of any third party caused by their use of Award.com or any Product purchased through award.com; any loss or damage resulting from your use or the inability to use the Award.com web site or resulting from unauthorised access to, or alteration of your transmissions or data in circumstances which are beyond our control; any loss of profit, wasted expenditure, corruption or destruction of data or any other loss which does not directly result from something we have done wrong; any amount or kind of loss or damage due to viruses or other malicious software that may infect a users computer equipment, software, data or other property caused by persons accessing, using or downloading award.com, or from transmissions via emails or attachments received from Award or its licensees and affiliates; the availability, quality, content or nature of the other sites on the Internet that are owned and operated by third parties ("External Sites") to which award.com link and web sites located on or through any External Site nor for any transactions involving External Sites (including as to "cookies", personal data, confidential information, or purchases of domain names or other services). You should contact the site administrator or webmaster for those External Sites if you have any concerns regarding such links, web site or transactions; all representations, warranties, conditions and other terms which but for this notice would have effect.

General
Award may change or withdraw any part of award.com, or may refuse you access to the web site at any time if we consider it necessary.

In the event that any part of these Terms is held to be unenforceable, such part will at Awards option be construed as far as possible to reflect the parties intentions and the remainder of the provisions will remain in full force and effect.

These Terms constitute the full agreement between you and Award and may only be amended in writing. They apply to the exclusion of all other terms or conditions of contract proposed.

Since we are principally aiming award.com at the UK and EU market, we cannot guarantee that it accords with local laws of any other countries (though we will try to make sure it does).

Under current UK legislation it is an offence to sell knives and certain bladed or pointed articles to persons under 18 years of age. When purchasing these products (or other age-restricted products, such as Alcohol) we will ask you to confirm that you are of the age legally required. Where payment is made by you using methods other than Visa/Mastercard or American Express there may be a delay to your order while we verify your age and you may be required to send us proof of age (such as a Drivers License number, or inclusion on the Electoral Roll).

Use of Award and these terms are subject to the laws of England and the jurisdiction of the English Courts.

Contacting Us
If you would like help when ordering, information about a product, a request for a product or if you would just like to provide us with feedback on our service, please email us at info@awardmedals.com.

You can also contact us: 
By post at Award Productions, PO Box 300, Shrewsbury, SY5 6WP;
By fax to 01952 510765; 
By telephoning 01952 510053 between the office hours of 9am and 5pm GMT.