Terms & Conditions / Terms of Service
1. Designs and Artwork
We reserve the right to alter artwork or wording provided to fit the design template. The Character limit we provide is simply a guide, and in some circumstances, we may need to alter this with no notice given.
Fonts are set within each design, and due to each font being unique in its design, we can’t control characters and their look. None of our fonts carries a guarantee for their appearance and the typefaces of characters.
You, as a customer, are always welcome to request a proof of any product before production, this is to ensure fonts and fitment of lettering are to your liking. We can’t be held responsible for fonts or the lettering used within a font. To request a proof, please leave a note when ordering.
2. Voucher / Discount Codes
We do offer certain codes for discounts on our website; however, if we feel there has been an error with any code or a misuse of multiple codes, we do reserve the right to cancel any order that has any codes applied to it. There will be no notice of this cancellation.
3. Changes To Custom Wording
We are happy to make any changes to any custom wording. Please ensure we are notified within 1 hour to our email address support@mt-laser-engraving.uk with the change and also the order number.
We will reply to your email confirming this change. Please note that if no reply is received confirming this change from us, then no change will be made.
We will not accept any responsibility for errors once an order is placed, as the customer is responsible for this.
4. Wood Products & Wood Grain
When purchasing a wooden product, there will be natural imperfections within the product, and we have little to no control over this. Grain changes and the look of the timber are considered an aesthetic appeal to the natural look. We simply can’t exchange or refund any wooden product that you might feel the wood grain differs, as this itself could be pleasing for someone, as personal opinion will differ from person to person.
Any product image on our website does represent an actual product, but the wood grain within the product does vary and will, of course, be different. Consider this as the product’s unique fingerprint, and no single item will ever be the same.
As all wooden products are natural and this natural beauty will always show within the product. If you require any further information, please contact us to discuss this matter.
As with all natural wooden products, we can’t be held liable for any form of cracking and splitting of wood. Due to the types of timber used being either green wood or kiln-dried, splitting can occur due to environmental factors. All wood will age over time, and splitting and cracking can occur. We will not be held liable for this.
5. Glass Engraving
Due to the transparency of all glass, the engraving will be present, but it will show up more when the product is filled. This is typically the industry standard for laser-engraved glass..
6. Metal Engraving
Due to the reflective properties of metal, the engraving will be present, but it will show up more or less depending on the angle and intensity of the light source cast onto it. As laser engraving isn’t a painting process, you will observe some variations in colour density in different lighting situations. This is typically the industry standard for laser-engraved metals.
7. Product Size, Weight & Dimensions
Please note that all product sizes are correct at the time of listing, and sizes can vary due to manufacturing changes. All sizes and weights are estimates and can change with no notice given. For accurate sizes, please contact us for full product updates.
8. Refunds, Loss & Returns
Any damage & loss will be covered by MT Laser Engraving. Photographic evidence will need to be provided for damage and loss of items, and must follow the procedures as stated by the delivery company.
All loss & damage must be reported within 7 days of the item being posted. This is to ensure we can claim in line with our courier terms and conditions.
Refunds will ONLY be issued for items deemed lost by the Courier; Damage caused by an individual, such as the customer, will not be covered. Items spelt wrong will not be replaced, please check all spellings when ordering and any proof that may be sent.
We require a 10-working-day investigation period with our couriers for any loss or discrepancy with all orders.
Items ordered incorrectly will not be refunded or exchanged as they are deemed unsellable. However, we will work with the customer to ensure they are satisfied with their purchase.
Any items deemed faulty or damaged must either be returned or collected for us to provide a full refund.
If you would like to return a non-personalised product, this must be done 5 days after receiving your goods. A 20% restocking fee will be deducted from the cost to cover all merchant charges associated with any refund due. The buyer is to cover the full return postage and ensure this arrives with no damage. If the item is received back to us damaged, then no refund can be given, and the goods must then be collected at the buyer’s cost.
All returned items must be wrapped carefully and in line with the courier’s expectations. Failure to do so will cause a return to be rejected due to further damage caused by a lack of packing.
We guarantee all items for 6 months.
9. Payment
We accept payments from most major card providers using Stripe.
These include: American Express (AMEX), Visa, MasterCard, Discover, Apple Pay, and Google Pay.
We also accept cards or cash on collection when using our Made Today, Collected Tomorrow service.
We aim to get all items made & posted within 1-3 working days. When approaching Christmas, Valentine’s, Easter, Mother’s Day & Father’s Day, please allow longer. Please check our website for updated information during these busy periods.
All orders are final and once made, can not be refunded or cancelled. This is due to the personal nature of the product, and these items are unsellable once manufactured with bespoke names and messages.
Need help?
Contact us at support@mt-laser-engraving.uk
Mark’s Trains Ltd
Trading As: MT Laser Engraving
Workspace House
28-29 Maxwell Road
Peterborough
PE2 7JE
COMPANY NO: 13557167