Manufacturing defect or courier damage? Free replacement, 24-hour photo window

The short version

• Manufacturing defect / our error: we replace at no cost. Send a WhatsApp photo within 7 days of delivery.
• Courier transit damage: we replace at no cost. Photo evidence required within 24 hours of delivery; we file the courier claim on your behalf.
• Engraving typo from approved proof: not eligible for free replacement. Re-engraving is charged at material cost since the piece must be remade.
• Buyer's remorse / change of mind: not eligible for return. Engraved pieces are personalised and have no resale value.

Manufacturing defect — what counts

A manufacturing defect is a flaw in the piece that came from production, not from courier handling or post-delivery use. Examples:

• Crystal piece with internal cracks or chips not present at proof stage
• Acrylic piece with visible bubbles or warped edges
• Wooden plaque with split timber or loose nameplate
• Pewter piece with visible casting flaws or oxidation marks
• Engraving that doesn't match the approved digital proof (depth, alignment, legibility)

Send a clear WhatsApp photo to +60 12-213 6631 within 7 days of delivery. We replace at no cost (free production + free re-courier) and you keep the original piece.

Courier transit damage

Crystal and pewter pieces sometimes don't survive the courier journey, especially on East Malaysia cargo flights. The honest path:

1. Photograph the carton when it arrives — exterior, any visible damage, the courier label.
2. Photograph the damaged piece — multiple angles, packaging condition, before unwrapping further.
3. WhatsApp us within 24 hours with the photos and your order reference. The 24-hour window is what most courier insurance schemes require.
4. We file the courier claim on your behalf and replace the piece at no cost. We absorb the timing risk; you keep the cost-free outcome.

If the ceremony date is tight and replacement won't arrive in time, message us — sometimes we can pull a replacement from showroom stock and re-engrave overnight. Case-by-case, never promised.

Why engraving typos aren't covered

This is the most common confusion, so let's be clear: once you sign off on the digital proof, the engraving is locked. The proof is the contract — it's literally the piece you're approving. Catch typos and missing honorifics there.

If a typo gets through after sign-off, the piece must be remade — new material, new engraving, new courier.

We charge at material cost (typically 60-70% of the original price) rather than the full retail rate. It's not free because the production cost is real.

The fastest way to avoid this: when you receive a digital proof, read every line letter-by-letter.

Honorifics like Datuk Seri / Tan Sri / Yang Berbahagia have specific spellings. Citation copy needs careful eye.

Take 15 minutes for the proof — it's the cheapest insurance against expensive remakes.

Warranty period

Engraved trophies, plaques and medals don't typically degrade over time — they're stable materials displayed indoors. We don't offer a multi-year warranty because there's nothing to warrant against in normal use.

Exceptions:

• Pewter tarnish — pewter can develop a satin tarnish over years of display. Light buffing with a microfibre cloth restores the finish. Heavy tarnish from improper storage isn't covered.
• Wood splitting — wooden plaques in tropical-Malaysia air conditioning sometimes split along grain over 5-10 years. We can re-mount the brass nameplate on a fresh wooden base at material cost.
• Outdoor-mounted plaques — UV-rated outdoor plaques carry a 5-year fading warranty (replacement at material cost if visible fading appears within the warranty window).

How to start a claim

WhatsApp +60 12-213 6631 with:

• Your original order reference (or the WhatsApp thread the order ran on)
• 2-4 clear photos showing the issue
• What you'd like — replacement, refund, or rework

Most claims are resolved within 1-2 working days. Replacement pieces typically arrive within the same lead time as a fresh order (5-7 working days production + courier transit).

Refunds

For verified manufacturing defects or transit damage where you don't want a replacement, we refund the full piece price (excluding courier already paid).

Refund processed within 7 working days via the original payment method.

We don't refund engraving or design work that was approved at the proof stage.