Returns & Refunds Policy

Last updated: 27 October 2026

At Causeway Laser Co., we take pride in creating carefully made, personalised products. We want every customer to be happy with their purchase and aim to resolve any problems fairly and promptly.

This policy explains your rights regarding cancellations, returns, refunds and faulty products.

1. Personalised & Made-to-Order Products

Many of our products are created specifically for individual customers, including personalised name plaques, engraved gifts, memorial keepsakes and bespoke signs.

Under the Consumer Contracts Regulations, goods made to a customer's specifications or clearly personalised are generally exempt from the standard 14-day change-of-mind cancellation right.

For this reason, we do not normally accept change-of-mind returns or cancellations for genuinely personalised or bespoke products.

If you need to amend or cancel an order, please contact us as soon as possible. We will do our best to accommodate your request where practical.

This does not affect your statutory rights if a product is faulty, damaged or not as described.

Standard products are not excluded from cancellation rights simply because they are produced after an order is received.

2. Standard, Non-Personalised Products

For standard products purchased online that are not exempt from cancellation rights, you have 14 calendar days from receiving your order to notify us that you wish to cancel, without providing a reason.

To request a cancellation, email:

customersupport@causewaylaserco.com

Once you have notified us, you have a further 14 days to return the goods.

You are responsible for the direct cost of returning non-faulty goods when exercising your change-of-mind cancellation right.

Products should be packaged securely to prevent damage during return shipping. Original packaging is preferred where available but is not required.

We may make a proportionate deduction from your refund if goods have lost value because they were handled beyond what would reasonably be permitted when examining them in a shop.

3. Faulty, Damaged or Incorrect Products

If your order arrives damaged, is faulty, has been incorrectly personalised due to an error on our part, or is not as described, please contact us.

Email customersupport@causewaylaserco.com, preferably including your order number, a description of the issue and photographs where available.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

Depending on the circumstances, you may be entitled to a refund, repair, replacement or price reduction.

Where a product fails to meet the required legal standards, we will provide the appropriate remedy and cover reasonable return costs where required by law.

These rights apply to both personalised and non-personalised products.

4. Refunds

Where you exercise a statutory change-of-mind cancellation right, we will refund the price paid for the cancelled goods and any applicable standard outbound delivery charges.

Additional charges for upgraded delivery services are not refundable beyond the cost of our standard delivery option.

Refunds will be issued without undue delay and, where goods are being returned, no later than 14 days after we receive the returned items or evidence that they have been sent back, whichever is earlier.

Where no goods need to be returned, refunds will be issued within 14 days of notification of a valid cancellation.

Refunds will be made using the original payment method unless otherwise agreed, without additional refund fees.

If an order was purchased as a gift, any refund will normally be issued to the original purchaser using their original payment method.

5. Returning Products

Please contact us before returning an item so we can provide assistance and help ensure your return is handled correctly.

Returns Address:

Causeway Laser Co.
11 Bushmills Road
Coleraine
BT52 2BN
Northern Ireland

We recommend retaining proof of postage when returning goods.

For change-of-mind returns, customers are responsible for return postage costs.

For faulty or incorrectly supplied goods, we will arrange or reimburse reasonable return costs where required by law.

6. Contact Us

If you have any questions about cancellations, returns or refunds, please contact us.

Email: customersupport@causewaylaserco.com

Website: https://causewaylaserco.com

We aim to handle all enquiries fairly and promptly.

7. Statutory Rights

Nothing in this policy excludes, restricts or affects your statutory rights under applicable consumer protection legislation.

8. Model Cancellation Form

This form may be used to cancel a purchase where the statutory change-of-mind cancellation right applies. You are not required to use this form; a clear statement sent by email is also sufficient.

To: Causeway Laser Co., 11 Bushmills Road, Coleraine, BT52 2BN, Northern Ireland

Email: customersupport@causewaylaserco.com

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

Goods ordered:

Order date:

Date received:

Customer name:

Customer address:

Signature (only if submitted on paper):

Date: