Return & Refund Policy — Etched Laser Works

Last updated: 8-26-2026

At Etched Laser Works ("ELW," "we," "us"), we want you to love your piece. Because most of our products are made-to-order, our return policy is split between custom/personalized items and standard/non-custom items. Please read below to see which category applies to your order.

1. Custom & Personalized Items — Final Sale

Any item that has been personalized, engraved, or customized to your specifications (including but not limited to photo engravings, pet portraits, sonograms, name/date personalization, and custom shapes or text) is made specifically for you and cannot be returned or exchanged for reasons of buyer's remorse, change of mind, or sizing/design preference after production.

What IS still covered on custom items:

Even though custom items are final sale, we stand behind our work. You are covered if:

• The item arrives damaged, cracked, or defective due to shipping or manufacturing
  
• The LED base or included accessory arrives non-functional

In any of these cases, contact us within 5 days of delivery with photos of the issue, and we will remake or refund the item at our discretion — no return shipment required in most cases, since custom pieces generally can't be resold regardless of condition.

2. Standard (Non-Custom) Items — Returns Accepted

Items that are not personalized or engraved to order (e.g., blank crystal bases, accessories, add-ons, or ready-made stock pieces) may be returned under the following terms:

• Return window: 14 days from the date of delivery
• Condition: Item must be unused, in original packaging, with all accessories included
• Return shipping: Buyer is responsible for return shipping costs, unless the item was received damaged or defective, in which case ELW covers return shipping
• Refund method: Refunds are issued to the original payment method within 5–7 business days of us receiving and inspecting the returned item
• Restocking: No restocking fee for standard returns

3. Damaged or Lost Shipments

All crystal pieces are carefully inspected, cushioned, and packaged before shipment. If your order arrives broken, damaged, or is lost in transit:

1. Contact us within 5 days of delivery 
2. Include your order number and photos of the item and packaging (for damage claims)
3. We will replace, remake, or refund the order at no additional cost to you

This applies to both custom and standard items — damage protection is never waived, even on final-sale custom pieces.

4. Non-Returnable Situations

We're unable to accept returns or offer refunds for:

• Buyer's remorse or change of mind on any custom/personalized item
• Items damaged after delivery due to misuse, drops, or improper cleaning
  

5. Cancellations

Orders can be cancelled for a full refund before production begins. Once production has started, the order is considered in progress and is subject to the custom-item policy above.

6. Exchanges

We don't offer direct exchanges. If you'd like a different size, shape, or design, please return the eligible item under the standard-item policy (if applicable) and place a new order, or contact us and we'll do our best to work something out on a case-by-case basis.

Questions?

We'd rather make it right than lose a customer over a technicality. If something feels off about your order, reach out to us at support@etchedlaserworks.com before assuming it's not covered — we review every case individually.