Returns and Refunds Policy

Because our products are custom-made specifically for each customer, we have a limited return policy. Please review the information below carefully before placing your order.

Custom & Personalized Products

All of our products are made to order and often include custom engraving, personalization, or artwork. Due to the personalized nature of these items, we do not accept returns or exchanges for reasons such as:

  • Incorrect information provided by the customer (spelling, dates, names, logos, etc.)

  • Changes of mind after an order is placed

  • Approval of artwork proofs that later require changes

  • Ordering the wrong product, size, color, or quantity

Once production has begun, orders cannot be modified or canceled.

Defective or Incorrect Orders

We stand behind the quality of our work. If your order arrives with a defect or if we made an error, we will make it right.

Please contact us within 14 days of delivery if:

  • The item arrives damaged

  • The engraving or product does not match the approved artwork

  • The wrong item was shipped

In these cases, we will offer one of the following at our discretion:

  • A replacement item

  • A refund

  • A store credit

To help us resolve the issue quickly, we may request photos of the item and packaging.

Non-Custom Items (If Applicable)

If an item is not personalized or custom-made, it may be eligible for return within 14 days of delivery, provided it is unused and in its original condition. Return shipping costs are the responsibility of the customer unless the return is due to our error.

How to Start a Return Request

To request assistance with an order, please contact us at:

Email: orders@llama-laser.com
Order Number: Required
Photos: May be requested for damaged or incorrect items

We aim to respond to all inquiries within 1–2 business days.

Refund Processing

Approved refunds will be issued to the original payment method. Please allow up to 14 business days for the refund to appear, depending on your bank or card provider.

Questions?

If you have any questions about our return policy before placing an order, please contact us — we’re happy to help!

About Llama Laser

At Llama Laser, we help businesses, golf courses, and event organizers stand out with high-quality custom laser-engraved products.

From tumblers and drinkware to tech items, golf accessories, and promotional products, our mission is simple: deliver lasting impressions through personalization and precision.