Refund policy

We have a 48-hour order cancellation policy, which means you have 48 hours after placing your order to request a refund.

We do not accept returns unless items are damaged (proof necessary, please see below for details) or the error is on our end.

Custom Orders

Refunds will be assessed on a case by case basis. Full refunds are available before a proof has been delivered. Once the first proof is delivered, customer is eligible for a 50% refund on the Custom Fee and 100% for the sign. After two revisions, 0% Custom Fee will be refunded, 100% of the sign. 

See FAQ for further elaboration.

Artwork Remakes. If there are noticeable imperfections on an artwork upon arrival, please submit photographic evidence and a clear description of the issue. We will assess the damage on our end, and process a remake if necessary. We may also provide a return label for you to send the artwork back to us.

If a customer is unhappy with the final artwork due to grain tone, coloring, or any other issues deemed "undesirable", please submit photo documentation and a clear description of the issue.

PLEASE NOTE: Remakes are on a "case by case" basis and will be assessed as such. Savannah Laser Company reserves the right to refuse any remake request based on factors outside of the covered remake policy. Once an artwork has been "approved" by the customer, the liability of any issues outside extreme production imperfections will no longer be the responsibility of Savannah Laser Company, however in some cases the customer may qualify for a 50% off artwork remake at our discretion to cover materials and labor. 

Damages and issues

At Savannah Laser Company, we take great pride in the quality and craftsmanship of our products. However, we understand that sometimes things can go wrong during shipping. To ensure your complete satisfaction, we offer a comprehensive 30-day refund policy for any items that arrive damaged.

Eligibility for Refund:

  • Damaged Items: If your item arrives damaged or defective, you are eligible for a full refund or replacement. Please contact us within 30 days of receiving your order to initiate the refund process.

How to Request a Refund:

  1. Contact Us: Reach out to our customer service team at [email/contact info] within 30 days of receiving your damaged item. Please include your order number and a brief description of the damage.

  2. Provide Evidence: We kindly ask that you provide photos of the damaged item and its packaging. This helps us process your refund quickly and improve our shipping practices.

  3. Choose Your Preferred Resolution:

    • Full Refund: We will issue a full refund to your original payment method.
    • Replacement: We will send a replacement item at no additional cost.

Processing Time:

  • Refunds: Once your refund request is approved, we will process the refund within 7 business days. Please note that it may take additional time for the refund to appear on your bank or credit card statement, depending on your financial institution.
  • Replacements: If you choose a replacement, we will expedite the production and shipping of your new item.

Important Notes:

  • Return of Damaged Items: In most cases, we do not require you to return the damaged item. However, if we do request a return, we will provide a prepaid shipping label for your convenience.
  • Non-Refundable Items: Custom orders that are not damaged or defective are not eligible for a refund. This policy applies only to items that arrive damaged or defective.

We cannot guarantee the color of wood grain after the burning process. Due to the nature of the materials used, lighter or darker wood tones will be subject to that particular piece of woods' genetic makeup. 


Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards, or custom orders / orders with custom engravings.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
As stated above, we do not accept returns unless items are damaged or the error is on our end.