Refund policy

Because many LaserMarks products are custom engraved or personalized specifically for each customer, most custom and personalized products are considered final sale and are not eligible for return or exchange.

Returns are accepted only for eligible ready-made products that were sold with a pre-existing standard design or engraving and were not customized for the customer. You have 30 days after receiving an eligible item to request a return.

To be eligible for a return, the item must be unused, in the same condition that you received it and in its original, unopened and undamaged packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at info@lasermarks.ca. If your return is accepted, we will provide instructions on how and where to send your package. Items sent back to us without first requesting and receiving return authorization will not be accepted.

Customers are responsible for all return shipping costs for voluntary returns. Original shipping charges are non-refundable. Approved returns are also subject to a 15% restocking fee, which will be deducted from the refund amount.

You can always contact us with any return questions at info@lasermarks.ca.

Damages and issues
Please inspect your order upon reception and contact us as soon as possible if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

If the product is defective, damaged during delivery or incorrect due to an error by LaserMarks, the standard 15% restocking fee will not apply. Where applicable, LaserMarks will also cover the reasonable return shipping costs.

Custom and personalized products
Custom engraved, personalized, made-to-order and special-order products are final sale and cannot be returned, exchanged or refunded once production has started.

This includes products engraved or produced with customer-provided names, text, dates, logos, artwork, images or other custom specifications.

Customers are responsible for reviewing and confirming all spelling, names, dates, text, artwork, logos and other information submitted for engraving. LaserMarks is not responsible for errors contained in information or artwork provided or approved by the customer.

If LaserMarks makes a production or engraving error and the finished product does not match the information or design provided or approved by the customer, please contact us at info@lasermarks.ca so that we can evaluate the issue and make it right.

Sale and promotional items
Sale, clearance and promotional items are final sale and cannot be returned or exchanged unless the item is defective, damaged or incorrect due to an error by LaserMarks.

Additional discounts cannot be applied to products that are already discounted, on sale, on clearance or included in another promotion unless specifically stated otherwise.

Exchanges
We do not offer direct exchanges for custom or personalized products.

For eligible ready-made products, please contact us first to request a return. Once the return is approved and completed, you may place a separate order for the replacement product.

European Union 14 day cooling off period
If merchandise is being shipped into the European Union, applicable consumer protection laws may provide a 14-day right to cancel or return certain purchases. However, this right generally does not apply to goods made to the customer’s specifications or clearly personalized products.

For eligible non-personalized products, the item must be unused, in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your approved return and let you know if the refund was approved.

If approved, the refund will be issued to your original payment method, less the applicable 15% restocking fee and any non-refundable shipping charges.

Please remember that it can take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your refund, please contact us at info@lasermarks.ca.