Refund Policy
This Refund Policy outlines the terms and conditions for refunds, returns, and exchanges for products and services purchased from Lugo Laser Design through our website lugolaserdesign.com. We specialize in custom laser engraving services, and due to the personalized nature of our products, refunds are handled on a case-by-case basis to ensure fairness. By placing an order on the Site, you agree to this policy.
Please note that this policy applies in conjunction with our Shipping Policy and Terms of Service.
1. Eligibility for Refunds
We strive to provide high-quality custom laser engravings, but we understand that issues may arise. Refunds may be issued under the following circumstances:
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Cancellation Before Processing: If you cancel your order before we begin processing (typically within 24 hours of purchase), you are eligible for a full refund, minus any transaction fees (e.g., payment processing fees).
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Defective or Damaged Products: If your engraved product arrives damaged, defective, or does not match the approved design specifications due to our error (e.g., engraving mistakes, material defects), we will provide a full refund, replacement, or repair at no additional cost. You must notify us within 7 days of delivery and provide photos or evidence of the issue.
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Non-Delivery: If your order is not delivered due to our error or carrier issues (as confirmed by tracking), you may request a full refund.
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Custom Nature of Products: Due to the personalized and custom-made aspect of laser engraving, we do not offer refunds for "change of mind," dissatisfaction with the final aesthetic (if it matches the approved proof), or minor variations inherent to the engraving process (e.g., slight color differences in materials). All designs are subject to a proof approval process before production begins.
Refunds are not available for:
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Shipping fees (unless the issue is due to our error—see our Shipping Policy).
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Orders that have entered production (engraving has started).
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Digital proofs or design services alone.
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Products damaged by misuse, improper care, or after the 7-day notification period.
2. Refund Process
To request a refund:
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Contact us at lugo.laser.design@gmail.com within the applicable timeframe (e.g., 7 days for defects).
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Provide your order number, a description of the issue, and supporting evidence (e.g., photos of damage).
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If approved, we may require you to return the product (shipping costs covered by us for defects; otherwise, at your expense).
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Once received and inspected, we will process your refund to the original payment method within 5-10 business days. Refunds may take additional time to appear on your statement, depending on your payment provider.
Partial refunds may be issued for partial issues (e.g., if only part of a multi-item order is defective).
3. Exchanges and Replacements
For defective items, we prefer to offer replacements or repairs over refunds to minimize waste. If a replacement is chosen, we will re-engrave and ship the corrected product at no extra cost, with processing times similar to your original order (based on complexity).
4. International Orders
For international customers, the same policies apply, but you are responsible for any return shipping costs, customs fees, or duties unless the issue is our fault.
5. Force Majeure
We are not liable for refunds due to delays or issues caused by events beyond our control, such as natural disasters, supplier shortages, or carrier disruptions.
6. Changes to This Policy
We may update this Refund Policy periodically. Changes will be posted on this page with an updated effective date. Continued use of the Site after changes constitutes acceptance.
7. Contact Us
If you have questions about refunds or need assistance with an order, please reach out: