Returns & Refunds

Returns & refund policy

Every order is custom-made, so the policy is different from a stocked shop. Here’s how we handle damage, defects, and the rare reprint.

Each piece is made specifically for you

Every product carries your artwork or personalization, so standard preference returns don’t apply the way they would for a stocked item. You approve a digital proof before anything prints. If a piece arrives with a defect, damage, or a production error on our side, we reprint or replace it at no charge.

Custom & personalized items

Each piece is made to order with your art or your text on it. That means a change of heart isn’t a path back here; the piece doesn’t exist until you order it. The proof step before checkout exists for exactly this reason.

Damaged or defective items

Damaged in transit, defective, or wrong from our end? Email hello@thelasercraft.co with your order number and photos within 30 days of delivery (per carrier tracking). We review it the same business day and either reprint or replace at no charge. A defect is a production error: wrong text, misaligned engraving/print, color outside spec, or material damage. Minor wear or natural material variation are not defects.

Order changes & cancellations

Email hello@thelasercraft.co immediately. You can cancel for a full refund within 1 hour of order placement (before proof is generated). After proof is sent, cancellation is at our discretion—typically possible before production starts. Once production starts, orders are non-cancellable as personalized goods. For changes before proof approval, email us ASAP; before production starts, almost anything is fixable.

Late delivery recourse

Shipping delays are carrier-responsibility. If your order is in transit beyond the estimated delivery window by more than 10 business days, email hello@thelasercraft.co with your tracking number. We'll open a carrier trace. For lost packages confirmed by carrier, we will reprint at no charge.

Non-returnable items

Anything we engraved, printed, or personalized for you isn’t returnable unless it shipped damaged or defective. This covers every made-to-order item in our catalog.

How to report an issue

Damaged, defective, or wrong piece in the box? Write to us via the contact page and include three things:

1Your order number
2Photos showing the issue (close-up and full product)
3A brief description of what’s wrong

With those three things, we usually have a resolution back to you the same business day.

Something not right with your order?

Email hello@thelasercraft.co with the order number and a photo. We respond within one business day.