Return & Refund Policy
Last updated: February 23, 2026
NorthGate Laser Creations makes custom and personalized laser products. Because each item is made to your specifications, our return and refund terms differ from standard retail.
Final Sale (Custom & Personalized Items)
All custom and personalized orders are final sale. We do not accept returns or offer refunds for change of mind, spelling errors you approved, or design choices after the item has been produced.
When We Do Accept Returns or Refunds
We will work with you in these cases:
- Damage in transit — Item arrived broken or damaged.
- Defects — Manufacturing defect (e.g., engraving errors, material flaws).
- Wrong item shipped — You received a different product than ordered.
Important: You must contact us within 72 hours of delivery with your order number and clear photos of the issue. We may ask for additional images. Refunds or replacements are at our discretion after we review the evidence.
Cancellations
Cancellations are only allowed before production has begun. We recommend submitting a cancellation request within about 6 hours of placing your order to improve the chance we can stop the order. Once work has started, the order cannot be cancelled.
How to Request a Refund or Report an Issue
Email us at support@northgatelaser.com with your order number, a short description, and (for damage/defects) photos. We will respond as quickly as possible.