Returns Policy

Lasergrafix Product Return Policy

1. Overview

We are committed to ensuring our customers are fully satisfied with their purchases. As our products are custom engraved, we have specific return policies in place to address the unique nature of these items. This return policy complies with Australian Consumer Law (ACL) to ensure fair and transparent transactions.

2. Eligibility for Returns

Due to the personalised nature of our custom engraved products, returns are generally not accepted except under the following conditions:

Manufacturing Defects: If the product has a defect or is damaged upon receipt.

Incorrect Engraving: If the engraving does not match the details provided in your order.

3. Non-Returnable Items

The following conditions apply to non-returnable items:

1. Change of mind or incorrect ordering.

2. Custom engraved products that match the provided specifications and have no manufacturing defects.

4. Reporting a Problem

If you believe your item is eligible for a return due to manufacturing defects or incorrect engraving, please follow these steps:

Contact Us: Notify our customer service team within 14 days of receiving your product.

Email us at info@lasergrafix.au

Provide Proof: Submit photographic evidence of the defect or incorrect engraving, along with your order number and a description of the issue.

Assessment: Our team will assess the evidence and determine the eligibility for return.

5. Return Process

If your return is approved:

Return Authorisation: We will advise on how to return the defective item and provide return shipping instructions.

Packaging: Securely pack the item to avoid further damage during transit.

Shipping: Send the product back using the provided instructions. We recommend using a trackable shipping service to ensure your return is received.

6. Refunds and Replacements

Once we receive and inspect the returned item:

Replacement: If eligible, a replacement product will be created and shipped to you at no additional cost.

Refunds: If a replacement is not feasible, a full refund will be processed to your original method of payment. Refund processing times may vary depending on your payment provider.

7. Shipping Costs

Faulty Products: Lasergrafix will cover the return shipping costs for items found to have manufacturing defects or incorrect engraving.

Non-Faulty Returns: If a return is accepted for any reason other than a defect or error on our part, the customer is responsible for return shipping costs.

8. Contact Information

For any questions or concerns regarding our return policy, please contact our customer service team at:

Email: info@lasergrafix.au

Website Chat feature: Contact us using the chat feature on the website

9. Consumer Rights

This return policy is in addition to your rights under Australian Consumer Law. For more information about your rights, visit the Australian Competition and Consumer Commission (ACCC) website at https://www.accc.gov.au

10. Changes to This Policy

We reserve the right to modify this return policy at any time. Any changes will be posted on our website, and the updated policy will apply to all orders placed after the date of publication.

Thank you for your understanding and for choosing our Lasergrafix.

We strive to deliver the highest quality products and ensure your satisfaction with every purchase.