Return & Refund Policy

Effective Date: 01/01/2025

At Drakart Laser Engraving, we take great pride in the quality and craftsmanship of our products. Each item is carefully designed, laser-cut, and handcrafted to ensure the highest standards. We understand that sometimes issues may arise, and we want to ensure a smooth return process for our customers. Please read our return and refund policy carefully before making a purchase.

1. Eligibility for Returns & Refunds

As our products are custom-made, we can only accept returns or issue refunds under the following circumstances:

• Damaged or Defective Items: If your order arrives damaged or has a defect due to manufacturing or shipping issues, please contact us within 7 days of receiving the item.
• Incorrect Item Received: If you receive the wrong product due to an error on our part, we will replace it at no additional cost.
• Non-Personalized Items: If you purchased a non-personalized item, you may return it within 14 days of delivery, provided it is unused and in its original packaging.

2. Items Not Eligible for Return

Due to the nature of our work, the following items are not eligible for return or refund:

• Personalized & Custom Orders: Any item that has been customized, including names, dates, or specific designs, cannot be returned unless it is defective or incorrect.
• Used or Altered Items: Products that have been used, damaged by the customer, or modified in any way.
• Change of Mind: We do not accept returns or offer refunds if you change your mind after placing an order.

3. How to Request a Return or Refund

If you meet the eligibility criteria, follow these steps to initiate a return or refund:

1. Contact Us: Email us at admin@drakart.org within 7 days of receiving your order. Include your order number, a description of the issue, and clear photos of the item.
2. Approval & Return Instructions: If your return is approved, we will provide instructions on how to send the item back.
3. Return Shipping: Customers are responsible for return shipping costs unless the item is faulty or incorrect. We recommend using a tracked shipping method to ensure safe delivery.
4. Refund Processing: Once we receive and inspect the returned item, we will issue a refund to your original payment method within 5-7 business days if applicable.

4. Cancellations & Order Changes

• Orders can only be canceled within 24 hours of purchase. After this period, production begins, and cancellation may not be possible.
• If you need to make changes to your order, please contact us as soon as possible at admin@drakart.org or call 07356 037736.

5. Shipping Issues & Lost Packages

• We offer free shipping within the UK for orders over £60.
• If your package is lost in transit, please notify us, and we will work with the courier to resolve the issue.
• Drakart Laser Engraving is not responsible for delays caused by couriers, but we will assist in tracking your order.

6. Contact Information

For any return, refund, or exchange inquiries, please reach out to us:

• Email: admin@drakart.org
• Phone: 07356 037736
• Workshop Address: Unit 8A, Vulcan Works, Floors Street, PA5 8QS, Johnstone
• Website: www.drakart.org

Thank you for choosing Drakart Laser Engraving. We appreciate your support and look forward to creating something special for you!