Plain terms. Catalogue pieces can be returned; personalised pieces cannot unless faulty; damage in transit is always on us.
United States and rest of world — 30-day returns
Return any catalogue piece within 30 days of delivery for a refund of the item price. It must be unused and in its original packaging. Return shipping is at your cost unless the piece is faulty or was damaged in transit. Contact us first for the return address and a reference.
European Union and United Kingdom — 14-day right of withdrawal
If you are a consumer in the EU or UK you may withdraw from your purchase within 14 days of receiving it, without giving a reason. Use the withdrawal form (the “Withdraw from contract” button in the footer of every page), or write to us. Send the goods back within 14 days of withdrawing; we refund within 14 days of receiving them, including the original standard delivery charge. You bear the direct cost of returning the goods.
Exception — personalised goods. Pieces made to your specification (any product where you entered text to be cut) are exempt from the right of withdrawal under Article 16(c) of Directive 2011/83/EU and reg. 28(1)(b) of the UK Consumer Contracts Regulations 2013. Choosing a finish or a size from our range is not personalisation and does not affect your right. This is stated on every custom product before you order.
Damaged or faulty
Photograph the box and the piece within 3 days of delivery and send us the photos. We recut and reship free, or refund in full — your choice. Statutory rights for faulty goods are unaffected by anything on this page.
Cancellations
You can cancel within 2 hours of ordering for a full refund. After that the piece is likely on the laser and the return terms above apply.
Refunds
To the original payment method, within 14 days of receiving the return (EU/UK) or 10 business days (elsewhere).
Questions: contact us.
