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FAQs

DO YOU TAKE ONE OF A KIND ORDERS?

We warmly welcome one of a kind orders and special requests, please contact us at pjlaserdesigns@gmail.com to send us your design ideas and inspiration images. Once we take a break from the workshop, we'll send you a quote and design proof.

 

DO YOU TAKE WHOLESALE ENQUIRIES?

If you own a shop and are interested in stocking our products, please contact us at pjlaserdesigns@gmail.com 

 

WHY DOES MY PRODUCT LOOK DIFFERENT FROM THE PICTURE?  

When ordering timber products from PJ Laser Design, please keep in mind that every tree is individual so will have slight differences in colour tone and markings. Variations could typically include light or dark coloured areas, knots and other inconsistencies that are present in all natural wood. This is why we love using wood and it makes each piece individual with a gorgeous rustic, natural feel.

We have done our best to display as accurately as possible the colours of the products shown on this Website. However, because the colour you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will be accurate.

 

WHY ARE THERE BURN MARKS ON MY TIMBER PRODUCT?

Our products are made using a laser engraving machine and sometimes, charring or slight burning during the cutting process can occur on the outside of the wood, particularly on the back. Where possible, products are hand sanded to remove any excessive charring. Minor laser charring is not considered a fault.

 

WHAT IS YOUR RETURN & REFUND POLICY?

If you need to return an item please contact us at pjlaserdesigns@gmail.com to arrange. Please do not return anything to us without prior approval. We will provide separate instructions for return, refund or replacement. If an item arrives in the post damaged, please email a photo of the item and packaging to pjlaserdesigns@gmail.com within 24 hours of arrival. 

The customer will be notified via email upon receipt and inspection of the returned item(s) to advise once the return has been finalised and the outcome.

Please note, there are no exchanges or refunds on any personalised or custom products unless faulty. Please ensure you check the spelling of required text as we do not accept returns if you have approved a design and there is a spelling mistake.

We reserve the right to refuse a refund or exchange if items are returned in a used, soiled or damaged condition.

Refunds will be processed with a credit applied to your credit card or original method of payment.

The cost of return postage for faulty items will be reimbursed by PJ Laser Designs upon receipt and inspection of the return.  A copy of the shipping receipt should be emailed to pjlaseresigns@gmail.com for reimbursement to be processed.