Refund Policy

Refund Policy

For questions about the refund policy or if there is a problem with your order, contact us at brooke@porchlightlaser.com.

Stock/Non-Personalized Items

Must be returned within 14 days of receiving the merchandise. Item(s) must be unused, undamaged, and in its original packaging. Buyer is responsible for the cost of return shipping. Once we receive the item(s), a refund less the original shipping cost will be processed.

We’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Custom/Personalized Items

If an item you purchased is unsatisfactory due to an error or mistake that we made during production, we will happily refund or replace the order. Please let us know within 14 days of receiving the item.  

If the custom information you provided when placing your order was incorrect, we will replace the item for 75% of the purchase cost (plus shipping). We know nobody is perfect and we don’t think you should have to pay full price for a small mistake. Please let us know within 14 days of receiving the item.

Damages

If your package arrives damaged, please contact us immediately with your order number and a photo of the condition of the packaging as well as the damaged item. We will file a claim with the shipping service and get a replacement order out to you right away. Please hold onto the damaged item(s) and packaging in case the shipping provider requires further inspection.

Replacement items will be sent using the same shipping method as the original order. If your order requires expediting, there will be an additional fee.

Defective Items

If your order appears to be defective, please contact us immediately with your order number and a photo of the defect and we will advise on replacement options.

Knots and wood grain will vary from piece to piece. These characteristics are not considered defects and we cannot refund for this reason.

Replacement items will be processed as quickly as possible and shipped using the same shipping method as the original order. If your order requires expediting, there will be an additional fee.

Cancellations

We strive to get orders out quickly. If you need to change or cancel your order, there is a very small window where this may be done without incurring any fees. Once production is in progress, orders cannot be changed or cancelled.