Custom Order Deposits, Cancellations & Refund Policy
At TMO Laser Woodworks & Engraving, all products are made to order, and many are customized or personalized specifically for each customer. Every order requires time, materials, and craftsmanship.
Please review the following policies carefully before placing an order, approving a custom project, or submitting payment.
1. General Returns & Refunds
Because our products are made to order, we do not accept returns, exchanges, or refunds due to a change of mind, unwanted items, or errors in personalization details provided and approved by the customer, except where required by applicable law.
This policy applies to standard made-to-order products as well as custom and personalized orders.
2. Custom Order Deposits
Custom projects may require a deposit, typically 50% of the agreed-upon project price, before design work, material ordering, or production begins.
The required deposit amount will be confirmed before payment.
Deposits are applied toward the total purchase price.
Any remaining balance and payment terms will be communicated before the order is accepted.
Requesting a quote or discussing a potential project does not require a deposit.
3. Cancellations Before Work Begins
Before materials are ordered or design or production work begins: Customers may request cancellation and receive a full refund of payments made toward the order.
After project-specific materials have been ordered, but before work begins: Cancellations may be accepted. Any refund will be reduced by nonrecoverable costs for materials ordered specifically for the project, including applicable nonrefundable supplier or shipping charges.
Materials that can be canceled, returned, or reasonably reused without loss will not be deducted as nonrecoverable expenses.
Cancellation requests must be submitted in writing.
4. Cancellations After Work Has Begun
Once custom design work or physical production has begun, the order becomes final. Customer-requested cancellations and refunds due to a change of mind will not be accepted.
Work includes, but is not limited to:
- Custom design preparation and artwork development
- Cutting and engraving
- Painting, staining, and finishing
- Assembly and other manufacturing work
This policy protects the materials, labor, and production time committed to each custom project.
These terms do not limit any cancellation or refund rights provided by applicable law.
5. Changes to Approved Custom Orders
Customers are responsible for reviewing and approving applicable project details, including spelling, names, dates, dimensions, wording, materials, colors, and personalization.
Once work has begun, changes to an approved design or order may not be possible.
If changes can be accommodated, additional charges or production time may apply. Any additional charges will be communicated for approval before the requested changes are made.
6. Damaged, Defective, or Incorrect Items
We carefully inspect and package orders before shipping. However, damage can sometimes occur during transit.
If your order arrives damaged, please photograph the packaging before opening it, if possible, and take clear photographs of any damage to the product.
Please contact us HERE promptly and provide:
- Your name and order number
- A description of the issue
- Photographs of the damaged item and packaging, if available
If an item arrives damaged, is defective, or materially differs from the approved order specifications, we will review the issue and arrange an appropriate resolution, which may include repair, replacement, or refund, as required by applicable law.
7. Natural Wood, Paint & Finish Variations
Wood is a natural material, and variations in grain, knots, color, and stain absorption are normal.
Handcrafted items may also have minor differences in painted colors, stain shades, and finishes compared with product photographs or samples.
These natural and minor finish variations are not considered defects by themselves.
However, products will be made to the agreed-upon specifications, and this provision does not excuse defective workmanship or substantial differences from the approved order.
8. If We Cannot Fulfill Your Order
If TMO Laser Woodworks & Engraving is unable to complete an accepted order due to material availability, equipment problems, or other circumstances, we will notify the customer.
If we cannot fulfill the order, all payments received for the unfulfilled order will be refunded in full.
If a change to the approved project is necessary, the customer will be informed and given the opportunity to approve the proposed changes before work continues.
9. Production & Delivery Times
All products are made to order.
Once production begins, manufacturing typically takes 3–4 business days.
The time before production begins may vary depending on our current workload. We’ll notify you as soon as your item enters production.
Custom projects may require additional time depending on design complexity, materials, and current workload. Estimated production timelines will be discussed during the quoting process.
Shipping and delivery estimates do not include the production queue or manufacturing time.
Any required completion date must be discussed and confirmed before placing an order.
10. Customer Approval & Policy Acknowledgment
Before payment is accepted for a custom order, customers will be asked to review and acknowledge the approved order specifications and applicable deposit, cancellation, and refund terms.
Customers should review all order details carefully before approving their project and submitting payment.
No provision of this policy waives any consumer rights that cannot legally be waived.
11. Contact Us
For questions regarding deposits, cancellations, returns, refunds, damaged products, or custom orders, please contact us HERE.
Please include your name, order or invoice number, and a description of your concern.
TMO Laser Woodworks & Engraving
Winchendon, Massachusetts
This policy is subject to applicable Massachusetts and federal consumer protection laws.
Custom Design & Mockup Usage Policy
At TMO Laser Woodworks & Engraving, we invest time, creativity, and resources into developing custom designs, artwork, and project mockups for our customers.
All custom designs, layouts, drawings, digital previews, and mockups created by TMO Laser Woodworks & Engraving are intended exclusively for reviewing and approving projects to be produced by our business.
Use of Our Designs
Any custom artwork, design, or mockup provided by TMO Laser Woodworks & Engraving may not be copied, reproduced, modified, distributed, or provided to another business or individual for the purpose of having the product manufactured elsewhere without our prior written permission.
This includes designs and mockups created using design software, digital editing tools, or artificial intelligence.
Receiving a design or mockup from TMO does not give the recipient permission to have that design reproduced by another manufacturer.
Protecting Our Creative Work
We take pride in the time and effort invested in developing custom projects.
If we discover that artwork or mockups created by TMO have been shared with another business for unauthorized reproduction, we reserve the right to contact the parties involved, request that the unauthorized use stop, and pursue appropriate remedies available to us.
We respect the creative work of other businesses and ask our customers to extend the same courtesy to ours.
Customer-Supplied Artwork
Customers retain their rights to photographs, logos, and other original materials they provide to us.
This policy applies to TMO-created artwork, layouts, and mockups and does not prevent customers from using their own original materials with another business.
Customer Acknowledgment
By submitting a custom quote request after accepting this policy, customers acknowledge that any custom designs or mockups subsequently provided by TMO Laser Woodworks & Engraving are for review of their proposed TMO project only and may not be provided to another manufacturer for reproduction without our prior written permission.
End of policies.
