Refund policy

Return & Refund Policy

At Vertical Design Labs, we take pride in the craftsmanship of our goods, whether it’s a laser-engraved tumbler or a handcrafted wooden planter. We want you to be thrilled with your purchase. Please read our policy below regarding returns, exchanges, and cancellations.

1. Customized & Personalized Items

Due to the permanent nature of laser engraving and custom personalization, all custom items are Final Sale and cannot be returned or exchanged.

"Custom Items" include, but are not limited to:

  • Tumblers engraved with names, logos, or monograms.

  • Hats with custom leather patches.

  • Metal business cards.

  • Any woodworking item that has been personalized with a name, date, or unique phrase.

Customer Responsibility: Please double-check your spelling, dates, and design choices before placing your order. Vertical Design Labs is not responsible for typos or errors made by the customer during checkout.

2. Standard (Non-Custom) Items

For items that have not been personalized (e.g., standard "blank" planters, generic home decor, or stock apparel), we accept returns within 14 days of delivery.

  • Condition: Items must be unused, in original condition, and in the original packaging.

  • Return Shipping: The customer is responsible for return shipping costs. We recommend using a trackable shipping service.

  • Restocking Fee: A 10% restocking fee may apply to large woodworking items (such as large planters) to cover inspection and repackaging.

3. Damaged or Defective Items

If your order arrives damaged, or if we made a mistake (e.g., we misspelled a name that you spelled correctly on the order), we will make it right immediately.

To file a claim:

  1. Contact us at Bill@verticaldesignlabs.com within 72 hours of delivery.

  2. Include your Order Number and clear photos of the damage/defect and the packaging.

  3. We will arrange for a replacement to be sent to you at no additional cost.

4. Natural Materials Disclaimer (Wood & Leather)

Many of our products are made from natural materials including wood, slate, and leather.

  • Wood Grain: Wood is a natural product. Variations in grain pattern, knots, and slight color differences are inherent to the material and are not considered defects.

  • Leather Patches: Leatherette and genuine leather may have slight variations in texture or reaction to the laser branding process. These unique characteristics are what make your item one-of-a-kind.

5. Order Cancellations

  • Standard Items: Can be cancelled for a full refund if the item has not yet shipped.

  • Custom Items: Can be cancelled for a full refund within 24 hours of placing the order. After 24 hours, materials may have already been cut or engraved, and a cancellation may not be possible or may be subject to a material fee.

Questions?

If you are unsure if your item is eligible for return, please contact us at Bill@verticaldesignlabs.com before sending your item back.