Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. However, exclusions do apply to this policy, see below in 'Exceptions / non returnable items'.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Custom & Personalised Goods Returns & Non-Returnable Items Policy:
We take great pride in crafting your custom items. Because personalised goods are unique and cannot be resold, we do not accept returns or offer refunds under any circumstances. This strict policy applies to all goods that feature:
* Custom text, names, dates, initials or any identifiable mark.
* Bespoke sizing, tailoring, or specific dimensions requested by you.
* Uploaded artwork, custom graphics, or personalised imagery.
Order Cancellations & Mistakes
Please review your order details carefully before completing your purchase.
* Changes & Cancellations: Orders can only be changed or cancelled before production begins. Once your item enters production, the order is final and cannot be altered.
* Customer Errors: We cannot offer refunds or replacements for customer-side errors, including typographical mistakes, incorrect sizing choices, or low-resolution image uploads.
Faulty or Damaged Goods
Your statutory consumer rights still fully protect you if there is an issue with our workmanship. We will gladly replace your item or issue a full refund if the item arrives:
* Damaged in transit.
* Different from the description or custom specifications you submitted.
How to Report an Issue
If your personalised item arrives faulty or damaged, please contact our support team within 14 days of delivery.
1. Email us at hello@piranlasercraft.co.uk with your order number.
2. Provide photographic evidence clearly showing the fault or transit damage.
3. Wait for instructions before sending anything back; we will cover the return shipping costs for valid defect claims.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We take great pride in crafting your custom items. Because personalised goods are unique and cannot be resold, we do not accept exchanges or offer refunds if you change your mind.
Refunds for non-personalised goods
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@piranlasercraft.co.uk.
You can always contact us for any return question at hello@piranlasercraft.co.uk.