Returns & Refunds Policy
Last updated: 01 March 2026
This policy explains your rights when purchasing from Laukra. Your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 are not affected.
1. Product Nature & Variations
Many Laukra products are:
Sublimation printed
Laser engraved
Vinyl applied
Personalised or made to order
Due to the handmade and custom nature of these items:
Slight variations in colour, tone, positioning and finish may occur
Natural materials (wood, slate, fabric) may vary in grain, texture and shade
Colours may appear different depending on screen settings
These variations do not constitute a fault.
2. Faulty, Damaged or Incorrect Items
If your order arrives:
Damaged in transit
Incorrect due to our error
Faulty due to a production issue
You must notify us within 48 hours of delivery by emailing:
hello@laukra.co.uk
Your email must include:
Order number
Clear photographs of the item
Photographs of packaging (if damaged)
Failure to provide photographic evidence may result in the claim being declined.
If confirmed as faulty, we will offer:
Replacement (preferred remedy)
Repair (where appropriate)
Or refund where replacement is not possible
We reserve the right to request return of the item before issuing a refund.
3. Personalised & Custom-Made Products
Personalised, customised, engraved, vinyl-applied or sublimation products are made specifically to your order.
Under UK law, these items are exempt from the 14-day cancellation right.
Returns will only be accepted where:
The item is faulty
The personalisation differs from what was submitted
There is a manufacturing defect
We are not responsible for:
Spelling errors submitted by the customer
Incorrect dates, names or wording provided at checkout
Design approval oversights (if proofs were supplied)
Please check all personalisation details carefully before placing your order.
4. Application & Care Responsibility
For vinyl and sublimation products:
Care instructions must be followed
Washing, heat exposure, abrasion or misuse may damage the product
Improper application (for vinyl decals) is the customer’s responsibility
We cannot accept returns for:
Peeling caused by incorrect washing
Heat damage (tumble drying, ironing over design)
Surface damage after application
Incorrect self-application of decals
Care guidance is provided where relevant. Failure to follow care instructions voids eligibility for return.
5. Non-Personalised Items – Right to Cancel
For non-personalised goods only:
You may cancel within 14 days of receiving the goods.
To do so:
Email hello@laukra.co.uk within 14 days
Return items within 14 days of cancellation notice
Items must be:
Unused
Unwashed
Unworn
In original packaging
In fully resaleable condition
We reserve the right to reduce refunds where handling goes beyond what is necessary to inspect the goods.
Return postage is the customer’s responsibility unless the item is faulty.
We recommend tracked postage. We are not responsible for returns lost in transit.
6. Digital Products
Digital downloads are non-refundable once accessed or downloaded, unless faulty.
By purchasing a digital product, you agree that access may begin immediately and acknowledge that this removes your statutory cancellation right.
7. Refund Processing
Refunds are processed within 14 days of:
Receiving returned goods, or
Receiving proof of return shipment
Refunds are made to the original payment method.
We refund:
The cost of the goods
Standard outbound delivery only
Premium delivery upgrades are not refundable.
No restocking fees apply.
8. Exchanges
Due to the made-to-order nature of many products, exchanges are limited.
Non-personalised items may be exchanged subject to availability.
Additional postage costs may apply.
9. Contact
For returns enquiries:
hello@laukra.co.uk
A full correspondence address is provided on order confirmations and invoices and is available upon request for legal purposes.