Terms and Conditions

Last updated: 17 September 2026

These terms explain how Surrey Laser Products handles enquiries and orders for cutting, engraving, gaskets and signage. Please read them alongside your written quotation and agreed specification.

1. Contacting us

Surrey Laser Products is a trading name of Surrey Wood Products. In these terms, “we” and “us” mean Surrey Wood Products, trading as Surrey Laser Products. We operate from Great Grove Farm, Murray Road, Ottershaw, Surrey KT16 0HT, United Kingdom. Email laser@surreywoodproducts.co.uk or call 01932 872944. Our workshop hours are Monday–Friday, 07:30–17:00.

2. Estimates, quotations and acceptance

The online calculators provide estimates. A calculation or artwork submission does not by itself confirm a price, reserve production time or create an accepted order. We review the material, artwork, dimensions, quantity and required finish before confirming the quotation.

Your final quotation will set out the scope, total price, applicable taxes, setup or artwork charges, delivery charges and payment arrangements. Please ask us to resolve anything unclear before approving it. We will not proceed with a price or specification change without your agreement.

An order is accepted when we confirm acceptance in writing, including by email. An automated acknowledgement of an enquiry is not acceptance unless it expressly confirms the order. Keep your quotation, approved artwork and confirmation for reference. Any project-specific terms must be agreed before acceptance and cannot remove rights that the law gives you.

3. Artwork and specifications

Please provide accurate dimensions, units, quantities, material details, spelling, layout and intended use. Check any proof or drawing before approving it. Tell us which dimensions and tolerances are critical, particularly for mating parts, seals or assemblies. Website capability figures are subject to the material and agreed design.

You must have permission to use artwork, logos, designs and other content you supply. You retain your rights in your files; you allow us to use them to assess and fulfil your enquiry or order. We will ask separately before using identifiable customer work for publicity.

Material grain, colour, texture and engraving contrast can vary. We will agree any finish or sample requirements relevant to your order. This does not permit us to supply goods that fail to match the agreed description or specification.

4. Customer-supplied material

Please contact us before sending material. We need to confirm its composition, suitability, dimensions and condition, and discuss any process risks or sample requirements. We may decline unsuitable material. Supplying your own material does not exclude our responsibility to carry out the agreed service with reasonable care and skill.

5. Payment

Payment methods, due dates and any deposit will be stated in your quotation or invoice. Do not send card details through our enquiry, review or artwork forms. A deposit is not automatically non-refundable: cancellation and refund rights depend on the nature of the order, the work agreed and the law.

6. Production, delivery and collection

Typical turnaround information is an estimate until we agree a schedule for your order. Tell us before acceptance if a deadline is essential. Production timing depends on artwork approval, material availability and any agreed payment conditions. We will contact you if a delay affects the agreed arrangements.

Delivery costs and the delivery address will be agreed before acceptance. Arrange collection with us before travelling. For consumer orders delivered by a carrier we arrange, responsibility for loss or damage remains with us until you, or someone you nominate, takes physical possession. If no different delivery period has been agreed, consumer goods will be delivered within the period required by law.

7. Changes and cancellation

Contact us as soon as possible to request a change or cancellation. Changes after approval may affect cost and timing; we will explain this before proceeding.

For consumers, the usual change-of-mind cancellation right does not generally apply to goods made to your specifications or clearly personalised. This exception does not remove your rights if goods are faulty, misdescribed or otherwise fail to meet the contract. We will identify the nature of your order before you commit to it.

Where a statutory cancellation right applies, you normally have 14 days after receiving goods, or 14 days after making a service contract, to cancel. You may tell us by email or post using a clear statement; the optional form below can help. We will provide the applicable return and refund information before acceptance.

For eligible goods, send them back within 14 days of telling us you are cancelling. We refund the price and standard outbound delivery charge within the legally required time; where permitted, we may wait for the goods or evidence of return. You pay change-of-mind return postage only if we told you this before the contract. Any deduction for handling beyond what is necessary to inspect the goods will be limited to what the law permits.

For a service within a cancellation period, we will seek your express request before starting early. A proportionate charge for work supplied, or loss of the cancellation right when a service is fully performed, applies only where the relevant legal conditions have been met. If you ask to cancel an order without a statutory cancellation right, any proposed charge will reflect reasonable, unavoidable losses, taking account of costs saved.

8. Problems, returns and your rights

If something is wrong, email your order reference, a description of the problem and any helpful photographs. Please contact us before arranging a return so we can provide suitable instructions. A request to notify us promptly does not impose a shorter deadline than your legal rights allow.

Consumer goods must meet the applicable legal standards, including satisfactory quality, fitness for an agreed purpose and conformity with their description. Services must be performed with reasonable care and skill. Depending on the circumstances, remedies can include repair, replacement, repeat performance, a price reduction or refund. These rights apply to bespoke work too.

9. Responsibility

Nothing in these terms excludes or restricts liability for fraud, death or personal injury caused by negligence, or any liability or consumer right that cannot lawfully be excluded. We are responsible for loss and damage for which the law makes us responsible. Any additional commercial terms for business customers must be expressly agreed in writing.

10. Accounts, reviews and website use

Keep your sign-in details secure and contact us if you suspect unauthorised access. Do not upload unlawful content, malicious files or material you do not have permission to supply. Reviews should reflect your own experience and must not disclose another person's private information. Review publication is optional and subject to your permission; we may decline unlawful, abusive, irrelevant or unverifiable submissions.

Product photographs and design examples illustrate work and do not replace an agreed specification. Some image backgrounds have been extended using AI for presentation.

11. Privacy, disputes and changes

Read our Privacy Policy and Cookie Policy for information about personal data and browser storage. Contact us first with any complaint so we can investigate and discuss a resolution.

These terms are governed by the law of England and Wales. Consumers retain any mandatory protections and rights to bring proceedings in their home jurisdiction that apply by law. Changes to these terms apply to future orders and will not retrospectively alter an accepted order without agreement.