Refund & Return policy

🛠️ Refund & Return Policy

1. Overview

We strive for top quality in our laser-cut and engraved products. If you’re not satisfied, here’s how we handle refunds and returns:

2. Cooling-Off Rights (ECTA & CPA)

• You have the right to cancel your online order within 7 days of receiving the product, for any reason, without penalty.
• You must cover the direct cost of returning the product.
• After we receive the returned product, your full payment will be refunded within 30 days.

3. Faulty or Non-Conforming Goods (CPA Section 56)

• All products are covered by the implied warranty of quality for 6 months from delivery.
• If your item is defective, miscut, poorly engraved, or fails to meet the agreed specifications:
  • We will inspect at our cost.
  • You can choose a repair, replacement, or full refund.
  • Choices cannot be overridden by our store credit policies.

4. Custom & Bespoke Orders

Due to their custom nature, these orders:

• Do not qualify for a “change of mind” return once production begins or the design is delivered.
• Do qualify for refunds only if the item is found faulty, incorrect, or doesn’t meet the agreed specifications—subject to Section 56 rights.

5. Refund Process

1. Email us at support@lasercutgiftsgardenroute.co.za within 7 days (for general orders) or 6 months (for faulty goods).
2. Include your order number, description of the issue, and photos if possible.
3. We’ll provide instructions for returning the item (at our cost for faults).
4. Once returned goods are inspected, we’ll process your refund via the original payment method within 30 days.

6. Right to Cancel (before dispatch)

• You may cancel any time before we dispatch your order, for a full refund.
• Once dispatched, our standard return terms apply.

7. Cancellation Due to Non-Availability or Delay

If we can’t fulfill your order within the agreed timeframe or due to stock shortages:

• You’ll be informed immediately, and any payments made will be refunded within 30 days, including any interest or additional costs incurred .

8. No General “Change of Mind” on Custom Orders

• We understand that sometimes tastes change, but due to the bespoke nature of production, refunds or order cancellations after production begins are not accepted—unless goods are faulty or mis-specified.

9. Return Shipping Instructions

• Faulty goods: We’ll arrange for courier collection or ask you to ship at our cost.
• Cooling-off returns: You cover the return cost, and we’ll provide the address and instructions.

10. Dispute Resolution

If your issue isn’t resolved within a reasonable time, you may lodge a complaint with the National Consumer Commission, Consumer Goods and Services Ombud, or the National Consumer Tribunal—depending on your case.

11. Legal Compliance

Our policy reflects your rights under:

• Consumer Protection Act 2008 (faulty goods, warranty rights), and
• Electronic Communications and Transactions Act 2002 (online purchases, cooling-off rights).

✅ Summary Table

Contact Us

If you have any queries or need assistance, please contact:

• 📧 Email: support@lasercutgiftsgardenroute.co.za
• ☎️ Phone: 067 069 6251
• 📍 Address: 18 Fourie str, Heidelberg, Westerncape, 6665