At LaserCrafts, we aim to ensure customer satisfaction with every purchase. If you encounter an issue with your order, we are here to help. Please review our policy below to understand how returns and refunds are handled.

Returns & Refunds

1. Change of Mind (Non-Personalised Items Only)

If you purchased a non-personalised, ready-made item, you have 14 days from the date of delivery to return it for a refund.

  • The item must be unused, in its original condition and packaging.
  • The buyer is responsible for return shipping costs.
  • Refunds will only be processed once the returned item is received.
  • For peace of mind, we highly recommend using a tracked shipping service, as we are not responsible for lost returns.

2. Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us within 7 days of delivery with a clear photo of the issue.

  • In most cases, a photo is sufficient for a refund or replacement.
  • In some cases, we may require the item to be returned before issuing a refund.
  • If a return is required for a faulty or damaged item, we will cover the return shipping cost.

3. Personalised & Business Promotional Items

  • Personalised and business promotional items are eligible for a partial refund if returned.
  • The cost of personalisation will not be refunded, but the base item price may be refunded.

4. Custom, Personalised & Business Promotional Orders

  • Custom-made, personalised, and business promotional orders are non-refundable unless the item is defective or we have made an error.
  • No refunds will be issued for subjective reasons such as a change of preference or spelling errors provided by the customer.

Returns Process

  1. Contact us at [email protected] within the eligible return period.
  2. Provide your order number and a photo of any damaged or faulty items (if applicable).
  3. If a return is required, we will provide instructions. Returns must be sent back in their original condition.
  4. Refunds will only be processed once we receive the item.
  5. We strongly advise using a tracked shipping service for returns, as we cannot issue refunds for items lost in transit.

Exceptions

  • We assess each case individually and may offer alternative solutions to ensure customer satisfaction.
  • Shipping costs for returns (unless the item is faulty or incorrect) are the responsibility of the customer.

For any refund or return queries, reach out to us at [email protected]. We’re happy to help!