Defiance Laser Returns Policy
At Defiance Laser, every piece is hand-checked before it ships. Because our products are custom and made to order, this Returns Policy explains when items can and cannot be returned, and how we handle errors, damage, and refunds. This policy forms part of our Terms & Conditions.
- All Sales Are Final on Custom Items
The vast majority of our products are personalized or made to your specifications. For this reason, custom and personalized items cannot be returned, exchanged, or refunded once production has begun, except where there is a workmanship or supplier error on our part, or the item arrives damaged or defective (see below).
- Our Workmanship Guarantee
We stand behind the quality of our work. If your order has a workmanship error caused by us, or a supplier error affecting the product, we will make it right — typically by remaking or replacing the affected item at no additional cost to you. If it does not run clean and consistent, it does not ship; and if something slips through, we will resolve it.
- Damaged or Defective Items
We carefully inspect and pack every order, but if your item arrives damaged or has a manufacturing defect, please contact us within 7 days of delivery. To help us resolve the issue quickly, please include:
- Your order number.
- A description of the problem.
- Clear photos of the item and, where relevant, the packaging and shipping label.
Once we review the details, we will arrange a remake, replacement, or other appropriate resolution.
- Incorrect Items
If you receive an item that differs from what you ordered due to an error on our part, please contact us within 7 days of delivery with your order number and photos. We will correct the mistake at no cost to you.
- Proof Approval and Customer-Supplied Details
Where we provide a digital proof, it is your responsibility to review and approve it before production. Once you approve a proof, you accept responsibility for its contents, including spelling, names, dates, layout, and artwork. We cannot offer refunds or free remakes for errors that were present in an approved proof or in details, files, or specifications you supplied.
- Customer-Supplied Items
If we agree to engrave an item you provide, we will take all reasonable care. However, engraving carries inherent risk, and we cannot guarantee against rare material reactions or imperfections in items we did not supply. Customer-supplied items are engraved at your own risk, and we recommend contacting us before ordering to confirm suitability.
- Non-Returnable Items
The following are not eligible for return or refund except in the case of our workmanship error or a damaged or defective product:
- Custom and personalized products of any kind.
- Items engraved with customer-supplied artwork, text, names, or dates.
- Engraved accessory and firearm-related parts, including slide back plates.
- Items damaged through normal wear, misuse, accident, or improper care after delivery.
- Order Cancellations
Because we begin work quickly, cancellations are only possible before production starts. If you need to cancel or change an order, contact us as soon as possible. Once artwork preparation, proofing, or engraving has begun, the order generally cannot be canceled or refunded.
- Refunds
Where a refund is approved, it will be issued to your original payment method through Stripe. Please allow a reasonable processing period for the refund to appear, as timing depends on your bank or card provider. Shipping charges are non-refundable unless the return is the result of our error.
- How to Reach Us
To report a problem or ask about a return, please contact us with your order number and any relevant photos:
Defiance LaserEmail info@defiancelaser.com Website https://defiancelaser.com