Refund policy

Returns & Refunds Policy

At Laser Lab, we take pride in producing high-quality laser cut and engraved products. Every order is carefully checked before it leaves our workshop. If you experience a problem with your order, we're here to help.

Custom & Personalised Products

The majority of products manufactured by Laser Lab are made to your individual specifications, including items produced from your uploaded design files or personalised with custom text or artwork.

As these products are made specifically for you, they cannot normally be cancelled, returned or refunded once production has started, unless:

  • the item is faulty, or damaged;

  • the item has been manufactured incorrectly;

  • the item does not match the agreed specification; or

  • we have made an error during manufacture.

If there is an issue with your order, please contact us as soon as possible and we will work with you to resolve it.  

Standard Stock Materials

If you purchase stocked materials or standard, non-personalised products, you may return them within 14 days of delivery provided that:

  • they are unused and in their original condition;

  • they are returned in their original packaging where possible;

  • they are suitable for resale.

Unless the item is faulty or incorrect, return postage costs are the responsibility of the customer.

Refunds will be processed once the returned goods have been inspected.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or we have supplied the wrong item, please notify us within 48 hours of delivery by emailing us with:

  • your order number;

  • a description of the issue;

  • clear photographs showing the problem.

We will investigate the issue promptly and, where appropriate, offer one of the following:

  • Replacement;

  • Repair;

  • Refund; or

  • Partial refund where appropriate.

Where the fault is ours, we will also reimburse reasonable return postage costs.

Design Files

Customers are responsible for ensuring that uploaded artwork, dimensions and specifications are correct before ordering (per https://laserlab.co.uk/pages/design-setup ).

Please carefully check all files before submitting your order.

Laser Lab cannot accept responsibility for:

  • Unsuitable materials selected by the customer;

  • Errors contained within customer-supplied artwork or CAD files.

If you are unsure, please contact us before placing your order.

Colour & Material Variation

Many of the materials we process are natural or manufactured products and may vary slightly in:

  • colour;

  • grain;

  • finish;

  • texture; or

  • engraving appearance/depth.

These variations are normal and do not constitute a manufacturing fault.

Production Tolerances

Laser cutting is a precision manufacturing process, however small tolerances are unavoidable.

Typical manufacturing tolerances are approximately:

  • ±0.25mm for most laser-cut components (in addition to Kerf values)

  • Thickness - Cast Acrylic: ±10% + 0.4mm (e.g. 5mm cast sheet could vary from 4.1mm to 5.9mm)

  • Thickness - MDF: ±0.15mm (e.g. 3mm could vary from 2.85mm to 3.15mm)

  • Further material thickness tolerance as specified by the material manufacturer (contact us for more details or see product listing).

These tolerances are considered acceptable unless otherwise agreed in writing before manufacture.

How to Request a Return

Before returning any item, please contact us first.

Please include:

  • your order number;

  • your name;

  • details of the issue;

  • photographs where applicable.

Email:  info@laserlab.co.uk or Call: 0117 2300085

We will advise you of the next steps and, where applicable, provide return instructions, or offer free replacement parts promptly. 

Refunds

Approved refunds will be made to the original payment method.

Please allow 5–10 working days after approval for the refund to appear, depending on your payment provider.

Shipping charges are non-refundable unless the return is due to our error.

Your Statutory Rights

Nothing in this Returns Policy affects your statutory rights under UK consumer law.