Refund policy
Refund policy
1. Final Sale on All Custom Orders Due to the permanent, personalized nature of custom laser engraving, all custom sales are final. We do not accept returns, exchanges, or refunds for:
- Customer Errors: Typographical errors, incorrect dates, misspelling, or wrong choices submitted during checkout.
- Buyer's Remorse: Change of mind, canceled events, or no longer needing the item once production has begun.
- Natural Material Variations: Normal aesthetic variations in raw or finished materials (such as wood grain patterns, leather texture shifts, or metal finish nuances) inherent to the physical laser etching process.
2. Damaged, Defective, or Store Error Replacements We stand behind the quality of our craftsmanship. If your order arrives damaged during shipping, defective, or with an engraving error made on our part (differing directly from the submitted order file), we will gladly replace it at no extra cost to you.
To Request a Replacement:
- Contact us at apexengravings@gmail.com within 7 days of confirmed delivery.
- Provide your Order Number along with clear, high-resolution photos of the defective/damaged item and packaging.
- Once verified by our quality control team, we will fabricate and ship a replacement item.
Excessive or Repeated Claims Policy Apex Pulse Engraving reserves the right to thoroughly investigate all claims. In cases involving multiple or consecutive damage, defect, or loss claims originating from the same account, customer, or delivery address, Apex Pulse Engraving reserves the right to:
- Require the physical return of the damaged or defective item(s) prior to issuing any replacement or resolution.
- Deny replacements or resolutions where deliberate misuse, fraudulent activity, or bad-faith abuse of this policy is reasonably suspected.
- Issue a final standard refund and permanently restrict or ban the account, email, or shipping address from placing future orders.
3. Order Modifications & Cancellations Orders enter our preparation and production queue rapidly. If you notice a mistake in your order details or need to cancel, you must contact us within 6 hours of order placement. Once an item has entered design layout or active production, the order can no longer be modified, canceled, or refunded.
4. Returned Packages & Shipping Addresses Customers are responsible for providing an accurate and deliverable shipping address at checkout. If a package is returned to us by the carrier due to an incorrect address, insufficient delivery details, or failure to collect, the customer is responsible for any re-shipping fees. Refunds will not be issued for packages lost or misdelivered due to customer address entry errors.