Refund policy

FUNDED AWARD Returns, Refunds & Dispute Resolution Policy Version 2.0 | Effective: March 2026

1. Our Commitment

At Funded Award, we take pride in crafting customized plaques that celebrate your achievements as a funded trader. Each plaque is made to order, ensuring it reflects your unique accomplishment. Due to the personalized nature of our products, all sales are final — however, your satisfaction remains our top priority.

This Policy sets out the rights and obligations of both Funded Award and our customers, including provisions that protect both parties in the event of disputes, chargebacks, or claims. By completing your purchase, you confirm that you have read, understood, and agreed to this Policy in its entirety.

2. Certificate Submission Requirement

⚠️ IMPORTANT: Production of your plaque cannot begin until we receive your valid certificate file. Submitting an incorrect, low-resolution, or fraudulent certificate may result in order delays or cancellation without refund.

When you place an order, you are required to upload your funded trader certificate ("Certificate") via the designated upload portal on our website. The following rules apply:

  • Your Certificate must be a clear, legible, and authentic document issued by your prop firm.
  • If you fail to upload the Certificate within 7 calendar days of placing your order, we reserve the right to cancel your order and retain a processing fee of up to 15% of the order value.
  • If you provide incorrect or fraudulent documentation, your order will be cancelled immediately with no refund issued.

3. Follow-Up Communications & Customer Liability

We employ a proactive communication system to assist customers and to create an auditable record of all interactions.

3.1 Reminder Emails

If you have not completed all required steps within the designated timeframe (including but not limited to uploading your Certificate, confirming customization details, or approving a design proof), Funded Award will send you up to two (2) reminder emails to the address provided at checkout.

Legal Effect of Reminder Emails: Once Funded Award has dispatched a reminder email to your registered address, we are fully discharged of any liability arising from your failure to respond or complete the required action within the stated deadline. This includes, without limitation, any claim for refund, replacement, or delay.

3.2 Proof of Communication

We retain records of all emails sent to customers, including timestamps and delivery status. These records may be submitted as evidence in any dispute, chargeback, or legal proceeding, including those filed through your credit card company or payment processor.

3.3 Customer Responsibility for Contact Details

You are solely responsible for ensuring that the email address and contact information provided at checkout are accurate and that your inbox is not filtering our communications to spam. Failure to receive reminder emails due to incorrect contact details or spam filters will not constitute grounds for a refund or dispute.

3.4 Order Confirmation as Customer Approval

By completing checkout, you confirm that:

  • All customization details submitted are accurate and complete.
  • You have reviewed your order summary prior to payment.
  • You understand the personalized and non-returnable nature of the product.
  • You accept this Policy in full, including the provisions governing chargebacks and disputes.

4. When Refunds or Replacements Are Available

We will gladly provide a refund or replacement only under the following circumstances:

  • The product arrives damaged due to a manufacturing defect — not caused by shipping, customer handling, or external factors.
  • There is an error in the customization that is solely and demonstrably attributable to Funded Award's mistake (e.g., we engraved the wrong name despite the customer submitting correct details).

All refund and replacement claims must be submitted within 7 calendar days of the confirmed delivery date. Claims submitted after this window will not be accepted under any circumstances.

5. How to Request a Refund or Replacement

To initiate a valid claim, you must follow all steps below:

  1. Email support@fundedaward.com with your order number and a detailed written description of the issue.
  2. Attach clear photographs of the product from multiple angles, showing the alleged damage, defect, or error.
  3. Attach any relevant documentation (e.g., certificate upload confirmation, correspondence, tracking records).
  4. Allow up to 3 business days for our team to review and respond.

Claims submitted without all required documentation may be delayed or declined. Funded Award reserves the right to request additional evidence before issuing any resolution.

6. Situations Not Covered (Exclusions)

Refunds or replacements are not available in the following situations:

  • Errors in customization resulting from incorrect information provided by the customer during the ordering process.
  • Minor variations in color, finish, or design arising from differences between screen displays and physical manufacturing processes.
  • A change of mind after the order has been placed, regardless of whether production has commenced.
  • Shipping damage — for this we offer insured shipping options at checkout. Claims for shipping damage must be directed to the shipping carrier.
  • Failure to upload the Certificate within the stated deadline, where a reminder email was sent by Funded Award.
  • Orders where the customer approved a digital proof and the final product matches that proof.
  • Delays caused by the customer's failure to respond to communications within the stated timeframes.

7. Chargeback & Credit Card Dispute Policy

⚠️ Important: Initiating a chargeback or credit card dispute without first contacting Funded Award to resolve the issue is a breach of this Policy and may constitute fraud.

7.1 Pre-Dispute Resolution Requirement

Before initiating any chargeback or dispute through your credit card company or payment network, you must:

  1. Contact Funded Award at support@fundedaward.com to describe the issue.
  2. Allow us 3 business days to respond and propose a resolution.
  3. Retain a copy of all correspondence with us.

7.2 Our Response to Chargebacks

In the event that a customer initiates a chargeback or payment dispute, Funded Award will submit to the relevant payment processor or credit card company a comprehensive dispute response package, which may include:

  • The customer's order confirmation and checkout acceptance of this Policy.
  • Timestamped certificate upload records (proof of customer submission).
  • All email correspondence, including reminder emails sent to the customer.
  • Shipping tracking records and proof of delivery.
  • Photographs of the finished product prior to dispatch.
  • Any digital proof approvals provided by the customer.

7.3 Friendly Fraud

Knowingly submitting a false or misleading chargeback claim (commonly referred to as "friendly fraud") may result in:

  • The chargeback being reversed in Funded Award's favor upon submission of evidence.
  • The customer being permanently blacklisted from placing future orders.
  • Referral to relevant authorities where fraudulent intent is apparent.

8. Shipping & Insurance

Funded Award offers insured shipping options at checkout. We strongly recommend selecting insured shipping to protect your order against loss or damage in transit. Please note:

  • If insured shipping is selected, shipping claims must be initiated by the customer directly with the carrier. Funded Award will assist where possible by providing relevant order documentation.
  • If a customer declines insured shipping, Funded Award bears no responsibility for any loss, damage, or delay caused by the carrier.
  • Shipping timelines are estimates only. Delays attributable to the carrier, customs, or force majeure events are not grounds for a refund.

9. Consumer Protection Law (Israel)

The Israeli Consumer Protection Law, 5741 – 1981 ("Consumer Protection Law") grants certain consumers rights of cancellation for specified types of transactions, subject to the conditions and timelines set forth in the Law and its regulations. Please note the following:

  • Funded Award's plaques are custom-made, personalized goods. Under the Consumer Protection Law, cancellation rights do not apply to goods that are made to the consumer's specification or that are clearly personalized. Customers are advised to consult the full text of the Law or seek legal advice if they believe they may have statutory cancellation rights.
  • The type and timing of any statutory cancellation rights will depend on how the transaction was carried out (e.g., distance sale, point of sale) and the nature of the goods or services purchased.
  • Cancellation fees: where statutory cancellation rights do apply, a cancellation fee not exceeding 5% of the transaction value or ILS 100 (whichever is lower) may be charged in accordance with the Law.
  • This Policy does not limit any rights you may have under mandatory Israeli law. If any provision of this Policy conflicts with applicable Israeli law, the law shall prevail to the extent of the conflict.

10. Data Retention & Evidence

Funded Award retains the following records for a minimum of 24 months from the date of each transaction:

  • Order confirmation and customer-accepted terms.
  • Certificate upload records (file name, upload timestamp, IP address).
  • All customer communications (emails, support tickets).
  • Reminder email delivery records.
  • Shipping and delivery confirmations.
  • Pre-shipment product photographs.

This data may be disclosed to credit card companies, payment processors, legal authorities, or as otherwise required by law.

11. Contact Us

For any questions, claims, or concerns regarding this Policy, please contact:

Email: support@fundedaward.com Response time: up to 3 business days

We are committed to resolving all issues fairly and efficiently. Please always contact us before initiating any third-party dispute process.