Returns & Refunds Policy

Last updated: 16 December 2025

1. Our Commitment

At Laser Craft Engraving HH, we take pride in creating high-quality custom engraved products. We want you to be completely satisfied with your purchase. This policy explains your rights and our process for returns, refunds, and exchanges in accordance with UK consumer law.

Contact Us: [email protected]
Response Time: We aim to respond within 24 hours (business days)

2. Your UK Consumer Rights

Under the Consumer Rights Act 2015, you have specific rights when purchasing goods:

Goods Must Be: Of satisfactory quality, fit for purpose, and as described
30-Day Right: For faulty items, you have the right to reject and get a full refund within 30 days
Repair or Replacement: After 30 days but within 6 months, we will repair or replace faulty items

Important Exception: Under the Consumer Contracts Regulations 2013, customized/personalized goods are exempt from the standard 14-day cooling-off period for distance selling. This means custom engraved items cannot be returned unless they are faulty or we made an error.

3. Faulty or Damaged Items

3.1 What Qualifies as Faulty?

Item arrived broken or damaged
Engraving is illegible, incorrectly positioned, or severely flawed
We engraved wrong text/design (our error, not yours)
Item does not match the description or approved design
Material defect (e.g., wood splitting, glass cracking during normal use)

3.2 What Is NOT Considered Faulty?

Natural Material Variations: Wood grain, color variations, natural marks in wood/stone
Minor Imperfections: Small variations in engraving depth or slight shade differences
Customer-Provided Errors: Spelling mistakes, incorrect text, or design issues in content YOU provided and approved
Changed Mind: Simply not liking the finished product (unless it differs from the approved design)
Normal Wear: Damage from use, mishandling, or lack of care

3.3 How to Report a Faulty Item

If you believe your item is faulty:

Contact us within 7 days of receiving the item via email: [email protected]
Provide: Order number, photos of the fault/damage, and a description of the issue
We will assess: Based on your photos and description, we'll determine the next steps
Resolution: We will offer a replacement, repair, or full refund (including original shipping costs)

3.4 Return Shipping for Faulty Items

We will provide a prepaid return label OR reimburse your return postage costs
Package the item securely to prevent further damage during return
Once we receive and inspect the item, we will process your replacement or refund within 5 business days

4. Cancellations

4.1 Before Production Begins

You may cancel your order within 24 hours of placing it for a full refund
Contact us immediately at [email protected] with your order number
If production has not started, we will issue a full refund to your original payment method
Refunds typically process within 3-5 business days

4.2 After Production Begins

Once we begin engraving your custom item, the order cannot be cancelled
Custom-made items are exempt from the standard 14-day distance selling cancellation rights
You will receive an email confirmation when production begins
For custom requests, production begins once you approve the design proof

4.3 Design Approval Stage

For complex designs, we send a proof before production
You may request design changes at this stage at no extra cost
Once you approve the proof, we cannot make further changes
Approving a proof is your confirmation to proceed—cancellations are not possible after approval

5. Wrong Item or Our Error

If we make a mistake:

We sent you the wrong product
We engraved incorrect text/design (our error, not based on what you provided)
The item doesn't match your approved design proof

We will:

Send you the correct item at no additional cost
Provide a prepaid return label for the incorrect item
Or offer a full refund if you prefer
We will process the replacement as a priority to minimize delays

6. Customer Error (Your Mistake)

If the issue is due to information you provided:

Spelling or punctuation errors in text you supplied
Incorrect design files, logos, or images you uploaded
Approved a proof with errors that you did not notice

Our Policy:

We cannot offer a refund for customer-provided errors
We can create a replacement item at a 50% discount to help cover your costs
This is a goodwill gesture, as custom items cannot legally be returned for non-fault reasons
Prevention: Always double-check text, spelling, and designs before submitting and approving

7. Change of Mind (Non-Faulty Returns)

Custom/Personalized Items: Under UK law (Consumer Contracts Regulations 2013), bespoke goods made to your specifications are exempt from the 14-day cooling-off period.

This means:

You cannot return custom engraved items simply because you changed your mind
This applies to all personalized products (custom text, names, dates, logos, designs)
The item must be faulty or we must have made an error for a return to be accepted

Non-Personalized Items: If you purchased a standard item without customization (extremely rare in our business), the standard 14-day return right applies.

8. Refund Process

8.1 When You're Entitled to a Refund

Faulty item within 30 days of delivery
Order cancelled before production begins
We sent the wrong item or made an error
Item does not match approved design

8.2 Refund Amounts

Full Refund Includes: Product price + original shipping cost (if item is faulty or our error)
Pre-Production Cancellation: Full product price refunded (shipping not charged yet)
Partial Refunds: Not applicable; we offer full refunds or replacements for qualifying issues

8.3 Refund Timeline

Once we approve your refund request, we will process it within 5 business days
Refunds are issued to your original payment method (PayPal account)
Allow 3-5 additional business days for your bank/PayPal to process the refund
You will receive an email confirmation once the refund is processed

9. Exchanges

We do not offer direct exchanges
If you want a different item, we will process a refund (if eligible) and you can place a new order
For faulty items, we typically offer a replacement (same item, correctly made) rather than a refund
If you prefer a refund instead of a replacement, please let us know

10. Delivery Issues

10.1 Lost in Transit

All UK orders are sent via Royal Mail Tracked 48 service
If your tracking shows no movement for 7+ days, contact us immediately
We will file a claim with Royal Mail on your behalf
If the item is confirmed lost, we will send a replacement or issue a full refund

10.2 Damaged in Transit

If the package arrives visibly damaged, take photos of the packaging AND the item
Contact us within 48 hours with photos as evidence
We will arrange a replacement or refund
Do not discard the damaged item or packaging until we confirm the claim

10.3 Incorrect Address

You are responsible for providing an accurate delivery address
If the item is returned to us due to an incorrect address, we will contact you
Reshipping to the correct address requires payment of additional shipping costs
If the item is lost due to an incorrect address, we cannot offer a refund

10.4 Refused Delivery

If you refuse delivery or do not collect the item from the post office, it will be returned to us
We will refund the product cost minus original shipping costs
Return shipping costs (charged by Royal Mail) will also be deducted

11. Inspection Period

Please inspect your item immediately upon delivery
Report any issues within 7 days of delivery
After 7 days, we may not be able to accept returns unless the fault is significant
Take photos of any damage or defects as evidence
Keep all packaging until you're satisfied with the item

12. Non-Returnable Items

The following items cannot be returned unless faulty:

All custom engraved items with personalized text, names, dates, or designs
Items where you provided and approved a design proof
Custom request orders made to your specifications
Items used, damaged, or not in original condition (unless faulty on arrival)
Items returned after 30 days without prior authorization

13. How to Avoid Issues

Before Ordering:

Triple-check spelling, punctuation, and capitalization in all custom text
Verify that uploaded images/logos are high quality and correct
Read product descriptions carefully to understand materials and sizing
Contact us with questions BEFORE placing your order

During Production:

Review design proofs carefully if we send one
Respond promptly to any questions we have about your order
Approve proofs only when you're 100% satisfied

After Delivery:

Inspect the item immediately upon arrival
Contact us within 7 days if there's any issue
Keep packaging for at least 7 days in case of return

14. Contact Us About Returns

If you need to return an item or have questions about our returns policy:

Email: [email protected]
Subject Line: Include "Return Request" or "Order Issue" and your order number
Response Time: We aim to respond within 24 hours (Monday-Friday)
Required Information: Order number, photos of the issue, and description

15. Fair Use Policy

We want to be fair to all customers. If we detect patterns of abuse (e.g., repeatedly ordering custom items and claiming faults), we reserve the right to:

Request independent inspection of claimed faults
Refuse future orders
Report fraudulent returns to relevant authorities

We trust our customers and want to resolve genuine issues fairly and quickly.

16. Additional Consumer Rights

This policy does not affect your statutory rights under UK law. For more information about your consumer rights, visit: