Refund policy
At Heritage Laser Works, all products are custom-made to order. Because of the personalized nature of our items, we do not accept returns or offer refunds for reasons other than damage or error on our part. *By placing an order, you agree to this return and refund policy.*
❌ Custom Orders (No Returns)
All custom and personalized items are final sale. This includes products with:
- Custom text
- Uploaded designs
- Personalized engraving
We are not responsible for errors submitted by the customer, including spelling, grammar, or incorrect details.
✅ Damaged or Incorrect Items
If your order arrives damaged or incorrect, please contact us within 7 days of delivery.
To process a replacement, please provide:
- Your order number
- A clear photo of the item and issue
If approved, we will:
- Replace the item at no cost
OR - Issue a refund (if replacement is not possible)
🚫 Non-Returnable Items
We do not accept returns or refunds for:
- Custom or personalized products
- Minor variations in engraving or material (e.g., wood grain differences)
- Orders with customer-submitted errors
📦 Shipping Issues
We are not responsible for:
- Delays caused by shipping carriers
- Incorrect shipping addresses provided by the customer