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Last updated: 20 August 2026
At LaserBlend, every item is carefully designed, laser cut, engraved, finished, and packed by us. We take great care to ensure that your order reaches you in the condition described on our website.
This Returns & Refunds Policy explains how we deal with returns, refunds, faulty or damaged products, personalised and custom-made products, and cancellations.
Your statutory rights as a consumer are not affected by this policy.
If your item arrives damaged, faulty, defective, not as described, or is the wrong item, please contact us as soon as possible.
We ask that you contact us within 30 days of receiving your order wherever possible so that we can resolve the problem quickly.
Please contact us before returning an item so that we can provide instructions for the return.
Depending on the circumstances, we may offer:
A replacement item
A repair, where appropriate
A refund
Another appropriate remedy in accordance with your statutory consumer rights
If an item is confirmed to be faulty or damaged, LaserBlend will cover the reasonable cost of returning the item. We will not require you to pay return postage for a genuinely faulty or damaged product.
Where appropriate, we may ask for photographs of the damage or fault before arranging a return. This helps us understand what has happened and may allow us to resolve the issue without requiring the item to be returned.
Because personalised and custom-made products are made specifically to a customer's requirements, we are unable to accept returns simply because the customer has changed their mind or no longer wants the item.
This includes products that have been:
Personalised with a name
Personalised with wording or dates
Made to a customer's requested specification
Custom designed or modified specifically for the customer
Produced in a size, colour, design or configuration specifically requested by the customer
Personalised and custom-made products cannot normally be returned for a change of mind.
However, this does not affect your statutory rights.
If a personalised or custom-made product arrives damaged, faulty, defective, incorrect or not as described, please contact us and we will work with you to provide the appropriate remedy.
For products that are not personalised or custom-made, customers purchasing online may have cancellation rights under UK consumer law.
If you change your mind about an eligible non-personalised product, you may normally cancel your order within 14 days of receiving the goods, followed by a further 14 days to return the goods.
This cancellation right does not generally apply to personalised or custom-made products or other goods that are exempt under consumer law.
If you wish to cancel an eligible non-personalised order, please contact us before returning the item.
The item should be returned in an appropriate condition, with reasonable care taken to prevent damage during return.
Unless the item is faulty, damaged, incorrect or not as described, the customer is responsible for the reasonable cost of returning an unwanted item.
We cannot accept responsibility for damage caused after delivery through misuse, accidental damage, improper installation, alteration, modification or failure to follow any care or installation instructions supplied with the product.
If an item has been damaged through an attempted repair or modification by the customer or another person acting on the customer's behalf, this may affect the remedies available.
To request a return, please contact us using the contact details on our website.
Please include:
Your name
Order number
Email Address
Telephone No
Shipping Address
The product concerned
The reason for the return
Photographs where the item is damaged or faulty
Please do not send an item back without contacting us first.
We will provide the appropriate return instructions where a return is required.
Where an item is faulty, damaged, defective, incorrect or not as described, LaserBlend will cover the reasonable cost of returning the item.
We may provide return instructions or arrange an appropriate return method.
For eligible non-personalised products returned because you have changed your mind, the customer is responsible for the reasonable cost of returning the item, unless otherwise agreed.
Where a refund is agreed or required, we will process the refund using the original payment method wherever possible.
For eligible cancellations under the Consumer Contracts Regulations, refunds will be handled in accordance with the applicable legal requirements.
Where a product is faulty, damaged, defective or not as described, we will provide the appropriate remedy in accordance with your statutory consumer rights.
Refunds may take a short period to appear in your account after we have processed them, depending on your payment provider or bank.
Our 30-day period for contacting us about faults is intended to help us deal with problems quickly and efficiently. It does not remove or restrict your statutory consumer rights.
UK consumer law can provide rights to repair, replacement, price reduction or refund beyond 30 days depending on the circumstances and the nature of the fault.
If you discover a problem after 30 days, please contact us and we will assess the situation in accordance with your statutory rights.
We may ask for reasonable evidence that the item was purchased from LaserBlend, such as an order number, order confirmation, receipt or other proof of purchase.
If you believe we have made a mistake with your personalisation, for example a spelling error or incorrect wording that differs from the information you supplied to us, please contact us as soon as possible.
Where the error is ours, we will work with you to provide an appropriate remedy.
Please carefully check all spelling, names, dates and other personalised information before placing your order. LaserBlend cannot accept responsibility for errors in personalised information supplied incorrectly by the customer.
If your parcel arrives visibly damaged, please take photographs of the packaging and the item where possible.
Please contact us as soon as possible so that we can investigate the damage and arrange the appropriate solution.
Nothing in this policy is intended to limit, exclude or replace your statutory consumer rights.
Where UK consumer law provides you with rights or remedies that are greater than those described in this policy, those statutory rights will continue to apply.
For further information about consumer rights in the UK, please refer to the relevant guidance provided by the UK Government.
If you need to discuss a return, refund, damaged item, faulty product or cancellation, please contact LaserBlend using the contact details provided on our Contact Us page.
We are a small, independent, veteran-owned business and will always do our best to resolve genuine problems fairly and promptly.