Hopwood Laser Designs provides bespoke and personalised products, therefore we are unable to take returns or offer refunds on personalised goods unless damaged, incorrect or faulty. This does not affect your statutory rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in terms of Non-Personalised products.
If you have received an item that is damaged, incorrect or faulty, you must notify us within 5 working days of receiving your item for a full refunded or exchange. Refunds will be processed within 10 workings days. Claims after that period will not be honoured. Please contact us for any further advice if required.
Items will be deemed as lost after 30 working days of the estimated delivery date. Should this happen a replacement or full refund will be offered.
If items are delivered to the wrong address no refund or replacement will be issued if the in correct shipping information is provided by the customer, However if the mistake is our fault, either a refund or replacement will be offered.
Damage caused by the customer will not be covered.
Damage caused by delivery will be covered, a replacement will be sent out at no extra cost once we have received evidence of the damaged goods (evidence can be provided by emailing photographs of the packaging and damaged items)
Faulty items will only be replaced within the guarantee period, evidence will need to be provided via email.
Items spelt incorrect by the customer will not be replaced, please check all spellings are correct prior to ordering. Items made incorrect by us will be replaced at no extra cost.
Items ordered incorrectly will not be refunded or exchanged as they are deemed unsellable. However we will work with the customer to ensure they are satisfied with their purchase.
You have the right, under the distance selling act to refuse/return an unwanted item within 7 days. The 7 day period begins on the day of delivery.
Return postage costs
You will be liable for the cost of postage for any returned items, however if a new item is shipped out as a replacement we will cover the cost at no extra charge.
Any faulty/damaged/incorrect items produced buy us will be made and reposted within 5 working days of receiving evidence from the customer.
If any items are returned, once we have been received them we will aim to issue a refund within 10 working days. Orders will only be refunded to the payment method used to make the purchase. *Please note, refunds can take a further 5 business days to return to debit/credit cards.
We offer a guarantee on all of our items, guarantees can vary between each product however we offer a minimum of 6 months guarantee on all our items. Reported faulty items after 5 days will only be offered a replacement not a refund. Please contact us for more information.
We aim to provide the highest level of customer service and our goal is for every customer to be delighted with their purchase, if we fall short of this please do not hesitate to contact us via email and will try our very best to resolve any issues within reason.
Our lead time around time is currently 7-10 working days. If you should require your order within 10 days, please contact us before placing the order. In most cases we will be able to accommodate your request. Please ensure you highlight your request by again repeating it in the ‘Order Instructions/Comments’ box at ‘checkout’.
During peak times we have to extend the lead time to a more realistic time based solely on demand. If a lead time is changed, we will announce the current turn around time on all our social media sites and send you a email as conformation. All orders placed before, unless pre notified by us, will not be affected.
When you place an order with us (choosing an item and completing our online checkout process), we will send you an acknowledgement by email. This will list the products you have ordered. Please note that your completion of the online checkout process does not constitute our acceptance of your order. Our acceptance of your order only takes place when we despatch it. A ‘purchase contract’ between you and www.hopwoodlaserdesigns.co.uk is therefore made at the point of despatch, rather than at the point of payment. If you have cancelled your order, or if we notify you that we cannot accept your order, then no purchase contract will have been made.
All customer orders we receive are placed in a queue linked with our order numbers, and are produced on a first come first serve basis, subject to stock availability.
Due to the nature of our personalised service, some orders may be placed on hold due to a verification proof requirements by you. All verifications will receive a ‘manual verification required’ email; this email will require you to approve a design before we can continue with your order to manufacture. Failure to respond to this or any other communication sent by us may result in your order arriving outside our turn around time. Hopwood Laser Designs cannot be held responsible in such cases, providing we show evidence that we have communicated to the contact information provided by you at ‘checkout’.
Please double-check your order on screen and your acknowledgement email carefully to check that all the details entered are correct. We cannot refund items where the personalisation has been mis-typed or mis-spelt due to an error made by you. You can only make changes to your order if the item has not been made, changes to your order can be made by contacting us via email
All personalisation will be processed exactly as entered, it will only be adjusted automatically to conform with the product design. For example…
A customer enters….. “hopwood laser designs” in the customise box “HOPWOOD LASER DESIGNS” in capital letters will be used. This is to match the design text advertised (unless stated otherwise in comment box on checkout)
Which file to send
If you are uploading a photo or scanned images, they must be in JPEG format. Any other format such as DXF and PLT can also be accepted via email.
Email – email@example.com