Refund policy

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at ron@undercitylasers.ca.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at ron@undercitylasers.ca. 

Incorrect or Incomplete Address Policy

UnderCity Lasers will not issue refunds for orders placed with insufficient, inaccurate, or invalid shipping addresses. Customers are responsible for providing complete and correct delivery information at checkout. If a package is returned to us due to an incorrect address, additional shipping charges may apply to resend the order.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Products which cannot be returned will be noted on the product page. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

All of our products are custom-made and personalized to your order, which means we are unable to offer exchanges once an item has been engraved or shipped. Please review your order details carefully before placing your purchase to ensure accuracy.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at ron@undercitylasers.ca.