Refund policy
We want you to be happy with your order. Because many of our products are custom-made, personalized, engraved, printed, or produced specifically for each customer, return and refund eligibility depends on the type of product purchased.
For questions regarding a return, refund, or order issue, please contact us at admin@ae-florida.com.
Returns
Non-custom, non-personalized items may be eligible for return within 30 days of receiving your order. Returns are subject to approval by AE Florida.
To be eligible for a return, the item must be unused, in the same condition in which it was received, and in its original packaging when applicable. Proof of purchase may also be required.
To request a return, contact us at admin@ae-florida.com before sending any product back.
Items returned without prior authorization may not be accepted.
Custom and Personalized Products
Custom-made, personalized, engraved, printed, or special-order products are final sale and generally not eligible for return or refund once production has begun.
This includes, but is not limited to:
- Trophies and awards
- Engraved plaques
- Acrylic awards and custom acrylic products
- Name badges and nameplates
- Personalized gifts
- Printed or engraved products
- Special-order products or materials
- Products manufactured using customer-approved artwork or proofs
If AE Florida makes an error or produces an item that does not match the approved proof or agreed-upon order specifications, please contact us immediately so we can evaluate the issue and provide an appropriate correction, replacement, or other resolution.
Proof Approval
When a proof is provided, customers are responsible for reviewing all names, dates, spelling, wording, artwork, colors, layout, and other order details before approving the proof.
Once a proof has been approved and production has begun, changes may not be possible. AE Florida is not responsible for errors that appeared on a proof and were approved by the customer.
If the finished product differs from the approved proof due to an error made by AE Florida, we will work with you to correct the issue.
Deposits and Cancellations
Larger custom projects or orders not purchased in full through our website may require a 50% deposit before materials are ordered or production begins.
Once materials have been ordered, design work has been performed, or production has begun, the deposit is non-refundable.
The remaining balance is due at pickup or delivery unless alternative payment terms have been agreed to in writing.
If you need to cancel an order before materials have been ordered or production has begun, please contact us as soon as possible. Any refund eligibility will depend on the work already completed and any costs already incurred for the order.
Damages and Order Issues
Please inspect your order as soon as you receive it and contact us promptly if an item is defective, damaged, incorrect, or does not match your approved order.
For shipped orders, please retain the product, packaging, and shipping materials and provide photographs of the damage when requested. This information may be necessary for us to assist with a shipping carrier claim or determine the appropriate resolution.
AE Florida carefully packages products for shipment; however, shipping delays and damage that occur while an order is in the carrier's possession may be subject to the carrier's shipping and claims procedures.
Exchanges
Because most personalized and custom products cannot be resold, we generally cannot offer exchanges on custom-made or personalized merchandise.
Eligible non-custom products may be exchanged or returned on a case-by-case basis. Please contact us at admin@ae-florida.com before returning an item.
Sale Items and Gift Cards
Sale or clearance items may be considered final sale where indicated.
Gift cards are non-refundable except where otherwise required by law.
Refunds
If a return or refund is approved, we will notify you after the returned item has been received and inspected, when applicable.
Approved refunds will be issued to the original payment method. Please allow up to 10 business days after a refund has been processed for your bank or credit card company to post the refund to your account.
If more than 15 business days have passed since we approved your refund, please contact us at admin@ae-florida.com.