Returns & Refunds
Last updated: September 2026
At Infiniti Laser, we want you to be happy with your order. If there is a problem with a product you have received, please contact us so that we can assist.
Because many of our products are personalised, engraved or made to order, different return conditions may apply depending on the type of product and the reason for the return.
1. Damaged, Defective or Incorrect Products
If you receive a product that is damaged, defective or materially different from what you ordered, please contact us as soon as reasonably possible at info@infinitilaser.co.za.
Please provide:
- Your order number
- A description of the problem
- Clear photographs of the product
- Photographs of the packaging where relevant
We will assess the issue and, where appropriate, arrange a repair, replacement, refund or other remedy in accordance with applicable South African consumer law.
Nothing in this policy limits any rights you may have in respect of defective, unsafe or unsuitable goods under applicable law.
2. Personalised & Custom-Made Products
Products that have been personalised, engraved, customised or manufactured specifically according to your instructions generally cannot be returned or exchanged simply because you have changed your mind.
This includes products made using customer-supplied:
- Names or wording
- Dates
- Designs
- Logos
- Images
- Dimensions
- Colour or style selections
- Other personalised specifications
This does not affect your rights where a personalised or custom product is defective, damaged, unsafe or does not reasonably conform to the agreed order.
3. Customer-Supplied Information
Please check all spelling, names, dates, wording, dimensions and other personalisation details carefully before submitting or approving your order.
Where we provide a design or proof for approval, you are responsible for checking the information and design before approving it.
If a product has been made correctly according to information or a design approved by the customer, we may not be able to offer a refund or replacement for an error contained in the approved information.
If Infiniti Laser makes an error that was not present in the information or approved design supplied by the customer, please contact us and we will work with you to resolve it.
4. Standard Non-Personalised Products
If you wish to return a standard, non-personalised product, please contact us before returning the item.
The product should generally be unused, in its original condition and accompanied by any original packaging where reasonably applicable.
Whether a return, exchange or refund is available will depend on the circumstances of the purchase and your rights under applicable South African law.
Please do not send a product back before contacting us and receiving return instructions.
5. Cancellations
If you need to cancel an order, please contact us as soon as possible.
For standard products that have not yet been dispatched, we will advise whether cancellation is possible.
For personalised or custom-made orders, cancellation may not be possible once design work, engraving, cutting or production has started.
Where production has not yet begun, we will advise whether the order can be cancelled and whether any costs already incurred need to be taken into account, subject to applicable law.
6. Returns
Before returning any product, contact us at info@infinitilaser.co.za.
If a return is approved, we will provide instructions for returning or delivering the product.
Please package returned products appropriately to prevent damage while they are being transported.
The responsibility for return delivery costs will depend on the reason for the return and applicable consumer law. Where a product is confirmed to be defective or incorrectly supplied by us, we will handle reasonable return arrangements as required by law.
7. Refunds
Where a refund is approved, we will notify you and arrange the refund using an appropriate payment method.
Processing times may vary depending on the original payment method and payment provider.
Shipping or delivery charges will be refunded where required by applicable law. Otherwise, whether delivery charges are refundable will depend on the circumstances of the return.
8. Exchanges
Where an exchange is appropriate and the replacement product is available, we will arrange the replacement after assessing the returned product.
For handmade or made-to-order products, an identical replacement may sometimes require additional production time.
9. Delivery Damage
If your parcel appears damaged when it arrives, please take photographs of the packaging and product before disposing of the packaging.
Contact us promptly with your order details and photographs so that we can assess the issue and, where necessary, raise the matter with the delivery provider.
Please see our Shipping & Collection page for further information about deliveries.
10. Colour, Material & Handmade Variations
Many Infiniti Laser products are laser-cut, engraved or handmade from materials such as MDF and other wood-based materials.
Minor variations in colour, grain, texture, engraving tone, laser marks or finish can naturally occur between products.
These natural or production-related variations are not necessarily defects, provided that the product remains materially consistent with its description and intended purpose.