Return & Refund Policy

Last Updated: September 15, 2026

At Recognition Source, we take pride in the quality of our awards, engraving, and customer service. Because many of our products are customized specifically for each customer, return and refund eligibility depends on whether an item has been personalized, whether artwork was approved, and the reason for the return.

This Return & Refund Policy applies to purchases made from Recognition Source, including orders placed through our website, by phone, or directly with a Recognition Source representative.

Custom and Personalized Products

Most Recognition Source products are engraved, personalized, or otherwise produced specifically for the customer.

Once a custom product has been produced according to an approved artwork proof, it is generally not eligible for return, refund, or exchange unless Recognition Source made an error in production or the product arrived damaged.

Customer-Approved Artwork

Customers are responsible for carefully reviewing all artwork proofs before approval, including:

• Names
• Dates
• Titles
• Logos
• Spelling
• Wording
• Layout
• Award style
• Award size
• Placement of engraving
• Other personalization details

Approval of an artwork proof authorizes Recognition Source to produce the order according to that proof.

If an award is produced correctly according to the approved proof, but the customer later discovers that information supplied or approved by the customer was incorrect, the item is not eligible for a refund or complimentary replacement.

A replacement may be purchased. Recognition Source may, at its discretion, offer a discount toward the replacement item.

Any such discount is a customer-service accommodation and is not guaranteed.

Recognition Source Production Errors

If Recognition Source produces an award that materially differs from the artwork proof approved by the customer, Recognition Source will correct or replace the affected item at no charge to the customer.

Examples may include:

• Incorrect engraving that does not match the approved proof
• Incorrect award style
• Incorrect award size
• Incorrect placement of approved engraving
• Other production errors attributable to Recognition Source

Customers should contact us promptly after receiving the order and provide photographs or other information reasonably necessary for us to review the issue.

Once confirmed, Recognition Source will determine the appropriate correction or replacement.

Damaged Products

If a product arrives broken or damaged, the customer must notify Recognition Source and provide evidence of the damage within seven (7) business days of receipt.

Customers should retain:

• The damaged product
• The original shipping carton
• Internal packing materials
• Shipping labels
• Any other packaging associated with the shipment

Recognition Source will generally request photographs of both the damaged product and the original shipping container.

These materials may be necessary for us to evaluate the damage and, when applicable, submit a claim with the shipping carrier.

After reviewing and confirming a valid damage claim, Recognition Source will arrange an appropriate replacement or other resolution at no charge to the customer.

Failure to retain the original packaging or provide requested documentation may affect our ability to process a shipping-damage claim.

Natural Variations in Products

Certain Recognition Source products, including glass, crystal, art glass, stone, marble, wood, and handcrafted products, may have natural or manufacturing variations.

Variations may include minor differences in:

• Color
• Pattern
• Shape
• Texture
• Thickness
• Bubbles
• Dimensions
• Finish
• Other characteristics inherent to the material or manufacturing process

Reasonable variations of this nature are not considered defects and do not necessarily qualify an item for return, replacement, or refund.

Returns of Blank or Unengraved Products

Products that have not been engraved, personalized, customized, altered, or otherwise produced specifically for the customer may be returned for a refund.

A return request must be submitted within [RETURN WINDOW] of delivery.

Returned products must be received by Recognition Source in their original condition and must not have been engraved, altered, damaged, used, or otherwise modified.

Customers must contact Recognition Source before sending a return so that our team can provide return instructions.

Return Shipping

For an approved return of a blank or unengraved product:

• The customer is responsible for arranging and paying for return shipping.
• Recognition Source will not reimburse return-shipping charges.
• Original shipping charges are non-refundable.
• Recognition Source is not responsible for merchandise lost or damaged during return transit when the return is being shipped at the customer's expense.

We recommend using a trackable shipping method and adequately protecting the merchandise during return shipment.

Once the eligible merchandise has been received and inspected, Recognition Source will issue a refund for the qualifying merchandise.

Order Cancellations

Customers should contact Recognition Source as soon as possible if they need to cancel an order.

Cancellation eligibility depends on the status of the order and whether Recognition Source has already incurred costs in fulfilling it.

Cancellation Before Production

If an order is canceled before engraving or production has begun and Recognition Source has not incurred product procurement or other nonrecoverable costs, the customer will generally receive a full refund.

Recognition Source does not ordinarily charge a separate engraving or artwork setup fee.

Special-Order or Manufacturer-Ordered Merchandise

In some cases, Recognition Source may order merchandise from a manufacturer or supplier specifically to fulfill a customer's order.

If a customer cancels after Recognition Source has ordered that merchandise, the cancellation may be subject to a restocking fee of up to 20% of the affected order value.

The amount of any restocking fee will depend on the costs incurred by Recognition Source and the applicable supplier or manufacturer requirements.

Recognition Source will not impose a restocking fee solely because artwork was prepared or because an order was placed when no associated cost has been incurred.

Cancellation After Artwork Approval

Artwork approval does not automatically make every order non-cancelable.

If a customer requests cancellation after artwork approval but before production begins, Recognition Source will evaluate whether costs have already been incurred.

If Recognition Source has not ordered special merchandise, begun production, or otherwise incurred nonrecoverable costs, the customer will generally be eligible for a full refund.

If costs have been incurred, an appropriate restocking or cancellation charge of up to 20% of the affected order value may apply.

Once engraving, personalization, or production has begun, custom merchandise generally cannot be canceled or refunded.

Refunds

Approved refunds will be issued after Recognition Source has confirmed eligibility for the refund and, where applicable, received and inspected returned merchandise.

Refunds will generally be issued to the original form of payment whenever reasonably possible.

Original shipping charges are not refundable when a customer voluntarily returns eligible merchandise for reasons unrelated to an error by Recognition Source.

If a refund or replacement results from an error by Recognition Source or confirmed shipping damage, the customer will not be responsible for costs associated with the approved corrective action.

The time required for a refund to appear on a customer's account may vary depending on the customer's bank, card issuer, or payment provider.

Exchanges

Because many Recognition Source products are custom engraved or personalized, traditional exchanges are generally not available for completed custom products.

For eligible blank or unengraved merchandise, customers should contact Recognition Source to discuss the desired replacement. A return and new order may be required.

How to Request a Return, Refund, Replacement, or Damage Claim

Before returning any merchandise, please contact Recognition Source.

Recognition Source
7425 S US HWY 287
Arlington, TX 76001

Phone: 1-800-374-5875
Email: sales@recognitionsource.com

When contacting us, please provide, where applicable:

• Your order number
• Your name or company name
• The affected item or items
• A description of the issue
• Photographs of damaged or incorrect merchandise
• Photographs of the original shipping carton and packaging for damage claims
• Any other information requested by our customer-service team

Please do not return merchandise without first contacting Recognition Source for instructions.

Relationship to Our Terms of Service

This Return & Refund Policy is incorporated into and should be read together with the Recognition Source Terms of Service.

If there is a conflict between this Return & Refund Policy and the Terms of Service regarding a return, refund, cancellation, or replacement, the more specific provision applicable to the transaction will govern to the extent permitted by applicable law.

Nothing in this policy limits any rights or remedies that cannot legally be limited under applicable law.

Questions

If you have questions about whether an order qualifies for a return, refund, cancellation, correction, or replacement, please contact us before returning merchandise.

Our customer-service team can be reached at 1-800-374-5875 or sales@recognitionsource.com.