Refund policy

Returns, refunds and cancellations

Your statutory rights are not affected by this policy.

Personalised and custom-made items

Most Laser Lad products are made or engraved to your specifications. Personalised or custom-made items cannot normally be returned because you have changed your mind. This does not affect your rights if an item is faulty, damaged, not as described or made incorrectly by us.

Please check all names, dates, wording, contact details and other personalisation carefully before ordering. We cannot replace or refund an item where the information supplied by the customer was incorrect, unless we agree otherwise.

Non-personalised items

For eligible non-personalised goods bought online, tell us within 14 days of receiving the item if you wish to cancel. You then have a further 14 days to return it. Items should be returned securely packaged and in the condition in which they were received, allowing for reasonable handling.

We will refund eligible returned goods and the basic outbound delivery cost within 14 days of receiving the goods back, or receiving evidence that they were sent back. The customer normally pays return postage for a change-of-mind return. We do not charge a restocking fee for an eligible consumer return.

Faulty, damaged or incorrect items

If an item is faulty, damaged in transit, not as described or incorrect because of an error by us, contact us as soon as possible with your order number, a description of the problem and clear photographs where relevant. We will arrange an appropriate repair, replacement or refund in accordance with your statutory rights and will cover reasonable return costs where a return is required.

Lost or delayed orders

If your order has not arrived within the expected delivery period, contact us with your order number. We may need to investigate with Royal Mail or the relevant delivery provider before issuing a replacement or refund. This investigation does not limit your statutory rights.

Cancellations

Contact us immediately if you need to cancel or change an order. Because personalised products may enter production quickly, we cannot guarantee changes or cancellation once production has started. Your legal cancellation rights for eligible non-personalised items remain unaffected.

How to contact us

Email thelaserlad1@gmail.com and include your order number. Returns should not be sent without first contacting us so that we can provide the correct instructions and return address.