Your order is very important to us. In the event that we make an error, we will replace the incorrect item(s) as quickly as possible at our expense. If the error was made on your part (i.e. Incorrect spelling of name) we will still replace the incorrect piece as quickly as we can for a nominal fee. Regardless of the nature of the error, we will make every effort to have the corrected award to you in time for your presentation. No products may be returned without approval from one of our representatives. Because of the highly personalized nature of awards, only items received late or 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 to utilize the award for a different occasion or recipient. Please contact us to discuss the case-by-case basis. Note: crystals and acrylics cannot be reused or “erased”.