Returns & Guarantee

Made to order means non-returnable

Every item we sell is laser-engraved with your artwork after you order it. Because the goods are personalized to you, all sales of custom-engraved products are final: orders cannot be canceled or returned once production begins, and we cannot accept returns for buyer's remorse, ordering errors (wrong quantity, wrong product, typos in text you supplied), or artwork you uploaded incorrectly. If you catch a mistake right after ordering, contact us immediately — if production hasn't started, we will fix or cancel the order and refund unproduced work in full.

What counts as a defect

Our guarantee covers problems we are responsible for. A unit is defective if:

• The engraving does not match your approved proof — wrong artwork, wrong placement, wrong size, or missing elements;
• The engraving itself is flawed — incomplete, misaligned, double-struck, or illegible;
• The product has a manufacturing fault — dents, deep scratches, finish flaking, failed seals or lids;
• It arrived damaged in shipping.

Not defects: minor shade variation in how an engraving renders on different material finishes (engraving is single-color and appears as the exposed material surface — silver on stainless, dark on aluminum), normal variation within a small tolerance of placement, or differences between your original multi-color logo and the single-color engraving adaptation shown in your proof.

The remedy: re-run or refund

If units are defective, we will re-make the affected units at no charge and ship them to you at our expense — usually the fastest path to a complete order. If a re-run doesn't work for you (for example, your event has passed), we will refund what you paid for the affected units instead. Re-run or refund is the exclusive remedy for defects, and it covers every unit that's actually affected — no partial-credit games.

Report damage within 48 hours

Inspect your order when it arrives. Report shipping damage or defects to us within 48 hours of delivery, with photos of the affected units and (for shipping damage) the packaging. Photos let us approve most claims same-day and are required for the carrier claims we file on your behalf. Claims reported after the 48-hour window are handled at our discretion — we're reasonable, but prompt reports keep carrier claims valid.

The proof governs

Your live on-site preview is your production proof. When you complete checkout, the proof you built — artwork, placement, and size — becomes the final specification for the order. If the finished goods match the proof, the order is correct, even if the result isn't what you had pictured. If the finished goods don't match the proof, that's on us, and the re-run-or-refund remedy above applies. Unsure how your logo will engrave? Order a 1–3 unit sample first via the quote form.

How to start a claim

Email orders@llama-laser.com with your order number, photos, and a short description, or use the contact form. We respond within one business day. This policy is part of our Terms of Service.

Contact

Questions about this policy: orders@llama-laser.com, or by mail at Llama Laser LLC, 3615 S Co Rd 1317, Odessa, TX 79765.