Return & Exchange Policy

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TERMS:

We want you to be happy with your purchase! If you are not satisfied or it wasn't what you thought, please contact us within the first 3 days after you have received your purchase. We will refund your item minus the cost of shipping or charge a restocking fee of 20% for items with free shipping. You will be responsible for returning items in their original condition & packaging, paying any return shipping costs, as well as outgoing shipping costs for exchanges. The refund will be issued after we have received the returned item undamaged. Sometimes Canada customs fees are charged to return packages shipped to us. Regrettably, if this happens we will deduct the fee from any refunds/add it to shipping fees for an exchange.

 

Please contact us to initiate the return process.

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ELIGIBILITY:

 

• Damaged or used items are not eligible for return or exchange

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• Items that have received custom text engraving are not eligible for return or exchange

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• Custom orders are not eligible for return or exchange

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• All stock items can be returned for refunds for customers within North America

DAMAGES:

We put a lot of effort into secure packaging. However, if your product was significantly damaged because of shipping we will replace damaged items at our discretion or provide a refund. To file an insurance claim with the carrier we require you to keep your damaged item and the original packaging, photos of damages including pictures of the packaging with the label visible in at least one picture, and a phone number to contact you by. This information needs to be submitted within 3 days after you have received your product and it is up to the discretion of Masterpiece Laser Ltd to award damages.

LOSSES:

If your item gets lost we are not responsible for shipping another one. It is extremely rare that a package does not reach its destination. Be aware that every so often items may be delayed by the shipping service or customs. If there was a confirmation of delivery to the address from the courier service the item will be deemed delivered. We consider a package lost if it has not arrived 30 days after being shipped. If your order was shipped with a tracking number and 30 days have passed after it was shipped please contact us and we will send in a lost damage claim to the shipping carrier, unfortunately, we can't guarantee a resolution from the carrier.