Refund Policy
Because all personalized and custom-engraved products are made to order, they are not eligible for return, exchange, or refund unless the item arrives damaged, defective, or contains an error caused by Defiance Laser.
If there is an issue with your order, please contact us and we will work with you to evaluate the issue and determine an appropriate resolution.
For eligible non-custom items, return requests must be made within 30 days of receiving your order.
To initiate a return request, contact us at info@defiancelaser.com.
If your return is approved, we will provide instructions regarding the return process, including whether a return shipping label will be provided. Items returned without prior authorization will not be accepted.
You can always contact us with any questions regarding returns or refunds at info@defiancelaser.com.
Cancellation Policy
Orders for personalized or custom products may be canceled for a full refund only before production has begun. Once production has started, custom and personalized orders are non-refundable and non-cancelable.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is damaged, defective, or if you receive the wrong item. We will evaluate the issue and work to make it right.
Artwork Approval and Customer Responsibility
Customers are responsible for reviewing and approving all artwork, spelling, names, dates, logos, sizing, and design details prior to production.
Defiance Laser is not responsible for errors that were present in customer-provided files, artwork, text, or approved proofs. Any corrections requested after production has begun may require the purchase of a replacement item.
Material and Appearance Variations
Due to differences in materials, manufacturing processes, engraving surfaces, coatings, natural material characteristics, and screen display settings, slight variations in color, engraving depth, placement, alignment, texture, and overall appearance may occur. These variations are considered normal and are not considered defects.
Intellectual Property and Trademark Responsibility
By submitting artwork, logos, designs, photographs, text, or other content for use in an order, the customer represents and warrants that they own the content or have obtained all necessary rights, permissions, and licenses required for its use.
Defiance Laser does not verify ownership of submitted content and assumes no responsibility for copyright, trademark, licensing, or other intellectual property violations arising from customer-provided materials. The customer accepts full responsibility for any claims, damages, or legal actions resulting from the use of submitted content.
Defiance Laser reserves the right to refuse or cancel any order that, in our sole judgment, may infringe upon the intellectual property rights of others or violate applicable laws.
Exceptions / Non-Returnable Items
The following items are not eligible for return, exchange, or refund unless they arrive damaged, defective, or contain an error caused by Defiance Laser:
• Personalized or custom-made products
• Products engraved with customer-provided artwork, logos, names, dates, or other custom content
• Bulk orders of 10 or more units once production has begun
• Gift cards
If you have questions about a specific product, please contact us before placing your order.
Refunds
Once we receive and inspect an approved return, we will notify you whether the refund has been approved.
Approved returns for non-custom items will be subject to a 25% restocking fee unless otherwise approved by Defiance Laser.
If approved, refunds will be issued to the original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@defiancelaser.com.