What to Do If Your Item Is Faulty or Misprinted
We check every design before it’s made and pack every order carefully, but occasionally something goes wrong. If it does, we’ll put it right. Here’s what to do.
What we’ll replace or refund
We’ll replace or refund your item if:
- it arrives damaged or broken
- it’s faulty
- it’s been misprinted or engraved incorrectly
- we’ve made a mistake, such as sending the wrong item or getting your text wrong
How to report a problem
- Email grant@laserandink.co.uk within 14 days of delivery. You can also use our contact page.
- Include your order number and a clear photo of the problem. If it arrived damaged, a photo of the packaging helps too.
- We’ll reply, usually within 1–2 working days, and arrange a replacement or refund.
Please don’t post anything back unless we ask you to. In most cases a photo is all we need. Reporting within 14 days helps us sort things out quickly, but it doesn’t limit your legal rights.
Things that aren’t faults
- Natural variation. Wood and slate are natural materials. Grain, colour, knots and texture vary, and engraving can look slightly lighter or darker on each piece.
- Small differences from the preview. The preview is a close guide to layout and wording, but engraving shade and print colours can differ slightly from your screen.
- Spelling as entered. We make exactly what you type and confirm with the spelling checkbox. If a mistake was in the text you entered, we can make a new one at the normal price. If we got your text wrong, that’s our mistake and we’ll replace it free.
- Photo quality we warned you about. If we told you a photo might not come out well and you asked us to go ahead, we can’t replace it because of image quality.
Can I return an item I’ve changed my mind about?
Because personalised items are made to your own specification, they’re exempt from the usual 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. That means we can’t accept returns for a change of mind, or for ordering the wrong size or colour.
Your legal rights
None of this affects your rights under the Consumer Rights Act 2015. Goods must be as described, of satisfactory quality and fit for purpose. Full details are on our Delivery & Returns page.
Lost parcels
If your order hasn’t arrived within 10 working days of dispatch, let us know. We’ll chase it with Royal Mail and, if it’s lost, remake it or refund you.
Avoiding problems
- Read your text slowly in the preview before ticking the spelling box.
- Follow our photo guide to choose a photo that will come out well.
- Check the size guide before ordering clothing.
- Follow the care instructions so your gift lasts.
Frequently asked questions
Do I need to send the item back?
Usually not. A clear photo of the problem is normally all we need. We’ll tell you if we need the item back.
What if I notice a problem after 14 days?
Please still get in touch. The 14-day window helps us resolve things quickly, but your rights under the Consumer Rights Act 2015 are not affected.
I typed a name wrong. Can you fix it?
If we haven’t made it yet, email us straight away and we’ll update it. If it’s already been made, we can make a new one at the normal price.