No product may be returned without the prior approval from our customer service department. Because of the highly personalized nature of the awards products, only items received incorrect are eligible for refund consideration. Most of our products are not reusable after they have been engraved or etched, though in some cases, an engraving plate can be replaced in order toutilize the award for a different occasion or recipient. Please contact us to discuss this on a case-by-case basis.