Policies
GT Laser manufactures customised products. These terms explain clearly where we take responsibility and where we cannot.
The majority of what GT Laser makes is manufactured to your specification — your wording, your dimensions, your artwork. Because these items cannot be resold, custom and personalised products are not returnable simply because you changed your mind after production has started. Please check your configuration and proof carefully before approving.
You may cancel an order at any point before manufacturing begins, and we will refund what you have paid less any design work already carried out. Once material has been cut or engraved for your job, the order can no longer be cancelled, as the material and machine time have already been committed to your product.
Where you supply artwork or approve a proof, the approved file is what we manufacture. Spelling, layout, colour and dimension errors contained in artwork you approved are the customer's responsibility and do not qualify for a free remake or refund. We will always quote a fair remake price if this happens.
Signage and cut products are manufactured to the dimensions you enter. If the sizes supplied are incorrect for the space, the product still meets the order and is not eligible for a refund. If you're unsure, send us your measurements before ordering and we'll advise.
If GT Laser manufactures your product incorrectly — wrong size, wrong material, wrong finish or a defect in the workmanship — we will remake it at our cost or refund you in full. Report the issue with photographs within 7 days of receiving or collecting your order.
Inspect your order on delivery. Damage in transit must be reported to us within 48 hours of delivery, with photographs of the packaging and the product. We will arrange a replacement or a refund once the claim is confirmed.
Unpersonalised stock items may be returned within 7 days of delivery, unused and in their original packaging, for a refund or exchange. Return shipping is for the customer's account unless the item was faulty or incorrectly supplied.
Email us with your order number, a description of the issue and clear photographs. We'll respond during workshop hours with the next step. Approved refunds are processed to the original payment method within 10 working days.
Not sure whether your situation is covered? Contact us with your order number — we'd always rather resolve it than argue about it.
Contact GT Laser