Returns Policy for Bespoke and Customised Items
Due to the unique, made-to-order nature of our bespoke and customised items, we are unable to offer returns or refunds once a design has been confirmed by you. We urge all customers to meticulously review and approve all design details before confirming their order.
This policy is in place because each item is created specifically to your requirements and cannot be restocked or resold.
Exception: Items Damaged in Transit or Faulty
While we take utmost care in packaging and dispatching your orders, we understand that items may occasionally arrive damaged or, in rare cases, may have a manufacturing fault.
Should you receive an item that is damaged or faulty, please adhere to the following procedure:
- Notification: You must inform us of any damage or fault within 48 hours of receiving your order. Please contact our customer service team immediately at sales@lazercraftz.com.
- Evidence: To allow us to assess the issue, please provide your order number along with clear photographic evidence of the damage or fault. If the external packaging is also damaged, please include photographs of this as well.
- Assessment & Return (if applicable): Upon receiving your notification and evidence, we will review your claim. We may request that you return the damaged or faulty item to us for a detailed inspection. If a return is necessary, we will provide you with instructions on how to proceed.
- Resolution:
- If our inspection confirms that the item was damaged during transit or has a manufacturing fault, we will offer you the choice of a replacement of the identical item or a full refund. Any reasonable return shipping costs incurred by you for a confirmed damaged or faulty item will also be reimbursed, provided you can supply proof of postage costs.
- If the damage is determined to have occurred after delivery, or as a result of misuse or normal wear and tear, we will be unable to offer a refund or replacement.
Design Confirmation is Final
It is crucial to understand that by confirming your design proof, you are verifying that all aspects of the design, including but not limited to spelling, grammar, dates, colours, and layout (as applicable to your item), are correct and meet your approval. We cannot be held responsible for errors present in a design that you have confirmed.
Your Statutory Rights
This returns policy does not diminish or affect your statutory rights under consumer law. Goods supplied must be of satisfactory quality, as described, and fit for the purpose for which they were intended. For bespoke items, this means they must accurately reflect the final design confirmed by you.
Contact Us
Should you have any queries regarding our Returns Policy, please do not hesitate to get in touch with us at sales@lazercraftz.com. We are here to assist you.