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Refund Policy

Returns & Refunds Policy

Last Updated: April 23, 2025

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At Lasermarks.shop, we take great pride in creating unique, high-quality bespoke and personalised laser-marked items tailored specifically for you. We want you to be completely satisfied with your purchase.

 

Please read our Refund & Returns Policy carefully.

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1. Bespoke and Personalised Goods - Our Policy

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  • Due to the custom nature of our products, items that are personalised or made to your specific requirements (bespoke) cannot be returned or refunded simply because you change your mind.

  • Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory 14-day cooling-off period does not apply to goods made to the consumer’s specifications or which are clearly personalised.

  • We strongly advise you to double-check all personalisation details, spelling, grammar, dates, and design choices carefully before submitting your order. We cannot accept responsibility or offer refunds/returns for customer errors (e.g., typos, incorrect dates provided).

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2. Damaged or Faulty Goods

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We carefully check all items before dispatch, but in the unlikely event that your order arrives damaged or faulty, please contact us as soon as possible, and ideally within 30 days of receiving your goods.

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  • How to Report: Please contact us at hello@lasermarks.shop or via our website contact form.

  • Required Information: Include your order number, a description of the damage or fault, and clear photographic evidence showing the issue.

  • Resolution: Once we have reviewed the information and confirmed the damage or fault, we will offer an appropriate resolution in line with your statutory rights under the Consumer Rights Act 2015. This will typically be:

    • A replacement of the item.

    • A repair of the item (where applicable).

    • A full or partial refund.

  • We will discuss the best option with you.

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3. Incorrect Items or Personalisation Errors (Our Mistake)

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If we have made an error with your order (e.g., sent the wrong item, or the personalisation does not match the details you confirmed in your order), please accept our sincere apologies and contact us immediately, ideally within 14 days of receipt.

  • How to Report: Contact us at hello@lasermarks.shop or our website contact form with your order number and details of the error, including photos if helpful.

  • Resolution: We will arrange for the correct item to be sent to you as quickly as possible. We may also arrange for the return of the incorrect item at our expense.

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4. How to Return an Item (When Agreed)

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  • Do not return items without contacting us first. We need to confirm the return and provide instructions.

  • If a return is agreed upon (for faulty, damaged, or incorrect items due to our error), please ensure the item is packaged securely to prevent further damage during transit.

  • We will provide details on the return address and method.

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5. Return Shipping Costs

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  • If an item is being returned because it is faulty, damaged, or incorrect due to an error by Lasermarks.shop, we will cover the reasonable cost of return postage. We will advise you on the preferred shipping method. Please retain proof of postage.

  • We do not cover return postage costs for items where returns are not permitted under this policy (e.g., change of mind for personalised goods, customer errors in personalisation).

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6. Refund Processing

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  • If a refund is agreed upon, we will process it as quickly as possible once the returned item has been received and inspected (or based on evidence provided, where a return is not required).

  • Refunds will typically be processed within 14 days of us receiving the returned goods or confirming the refund eligibility.

  • Refunds will be issued to the original payment method used for the purchase.

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7. Cancellations

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  • Due to the speed at which we may begin working on personalised orders, cancellations may not always be possible once an order is placed.

  • If you need to request a cancellation, please contact us immediately at [Your Contact Email]. We will advise if cancellation is possible based on the production status of your order. If production has already commenced, cancellation and refund may not be possible.

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8. Statutory Rights

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This Refund & Returns Policy does not affect your statutory rights under UK law, including the Consumer Rights Act 2015.

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9. Contact Us

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If you have any questions about our Refund & Returns Policy, please do not hesitate to contact us:

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