Shipping and Return Policy

What to do if you want to return damaged parts or change your order?

The following are the recommendations in replacing or returning your ordered item/s.

GENERAL RETURN/REPLACEMENT POLICY

  • If you received a damaged/defective or incorrect item, notify us via customercare@metalartbylaser.com to arrange for return and exchange. Contact us about the issue within 15 days of your shipment date from MetalArt Bylaser or a refund cannot be issued.
  • For returns quality photographs are required of the incorrect, damaged or defective items.
  • Email the Customer Support team for return instructions. For returns we will coordinate with you on the procedures. Please include your order number, the quantity you want to return and details on why you wish to return the item in your email. Please be advised MetalArt returns damaged/defective or incorrect goods only.
  • Once we receive the item, we will evaluate whether the defect is indeed manufacturer-related.
  • In special cases were we have a staff member in your area and shipping is not economical we may inspect the incorrect, damaged or defective parts to determine if the issue is manufacturer-related.
  • Most damaged/defective or incorrect parts will need to be returned to us before a refund processed or replacement parts sent. If we determine that you need to send the damaged/defective item back to us, we will post or email you a return label. We have several addresses and this label will have the correct address specifically for your parts.
  • Returned damaged/defective will either be recycled or repaired.
  • Package the item you wish to return along with ALLoriginal packing materials and accessories or a refund cannot be issued.  
  • On a case by case basis we may shoulder shipping cost both ways but only when we have approved in writing the use of an economical carrier, courier or postal service.
  • The process of returning an item takes 2-3 weeks in most cases but may depend on locations.
  • You will be issued a refund within 3-5 business days upon receiving your returned damaged/defective item and approval that the defect is indeed manufacturer-related.
  • If we do not have the exact same parts in stock rework, we will make a replacement or refund you.
  • Please email customer service (customercare@metalartbylaser.com) for more information. We are always at your service.
  • We recommend insuring your return package, as we cannot refund an item we don't receive.

SPECIFIC RETURN POLICY

In Cancelling Orders:

  • Please email us or contact our customer service (customercare@metalartbylaser.com) for more information immediately.
  • If you need to cancel an order, please make sure you contact us the same day you place the order, and we will do our best to accommodate the request.
  • Please note that orders that have been sent or fabrication started may not be cancelled.

The Product is Defective - Arrived Damaged, Broken or in Non-working Order

  • Refer to general refund policy above to replace damaged goods.

Change of mind

  • Generally, we are not able to approve a return for a non-defective item, and some items are not returnable in any case, due to their nature.
  • If you decide to return an opened product, we typically cannot take it back. If an exception is made, we can't resell it as new anymore, so we unfortunately have to charge a 50% restocking fee.
  • And we are sorry, but we also do not credit back any shipping charges paid on the original order and do not pay or reimburse for any return shipping back to us.
  • If a refund is approved, you will be issued a refund within 30 days of receipt (less shipping charges).
  • We recommend insuring your return package, as we cannot refund an item we don't receive.

Late or missing refunds (if applicable)

  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next contact your bank. There is often some processing time before a refund is posted.
  • If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@metalartbylaser.com.

Sale items (if applicable)

  • Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

Shipping

  • To return your product, you should send us an email at customerservice@metalartbylaser.com.
  • If we determine that you need to send the damaged/defective item back to us, we will post or email you a return label. We have several addresses and this label will have the correct address specifically for your products or parts.

Make sure you read the General Return Policy above.

To request a return for a defective item, please contact us at customercare@metalartbylaser.com. We will do our best to respond to your email request as immediate as we can. We are a small company and we appreciate your patience in processing requests. We will respond as quickly as possible. Thank you!