Refund policy

RETURN AND REFUND POLICY

Effective Date: September 11, 2026

At The 3D Crystal, every personalized crystal is carefully created using the photograph, text, design selections, and order information provided by the customer. We inspect each order before shipment and are committed to resolving any genuine quality or fulfillment issue fairly and promptly.

CUSTOMIZED PRODUCTS

Because personalized crystals are made specifically for each customer, they cannot be resold as new. Returns involving a change of mind, an incorrectly selected size or design, or information supplied incorrectly by the customer are subject to the eligibility requirements and customization fee described below.

RETURN WINDOW

“To request a return, please contact us within 14 calendar days after the order is delivered. Items returned without prior authorization may not be accepted.”

To be eligible for a return, the product must:

• Be returned in its original condition
• Include its original packaging and accessories
• Show no damage caused after delivery
• Be accompanied by the order number and proof of purchase
• Receive return authorization from The 3D Crystal before shipment

DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

Please inspect your order immediately after delivery. If your crystal arrives damaged, contains a manufacturing defect, differs materially from the customization details submitted with your order, or you receive the wrong product, contact us as soon as possible—preferably within seven days of delivery.

Please provide:

• Your order number
• Clear photographs or video showing the product and packaging
• A brief explanation of the issue

After reviewing the claim, we may provide a replacement, repair, or refund, depending on the nature of the issue. When the problem resulted from damage in transit, a manufacturing defect, or an error by The 3D Crystal, we will cover the approved replacement or return-shipping cost.

PHOTO AND PERSONALIZATION QUALITY

The finished engraving is created from the image and customization information supplied by the customer. Final engraving quality may be affected by the resolution, lighting, focus, cropping, or condition of the original photograph.

The following are not considered manufacturing defects:

• Low-resolution, blurry, dark, obstructed, or poor-quality source photographs
• Incorrect names, dates, messages, orientation, size, or design selections submitted by the customer
• Natural differences between a digital screen preview and a laser engraving inside crystal
• Minor variations inherent to handmade finishing, crystal material, lighting, or laser engraving

If a customer-supplied error requires the product to be remade, we may offer a replacement at a reduced price when possible.

ORDER CANCELLATIONS

Contact us immediately if you need to cancel or change an order.

• Orders canceled before customization or production begins are eligible for a full refund.
• Once customization or production has started, a 20% customization fee may be deducted from the refund.
• Orders that have already shipped cannot be canceled and must follow the return process described in this policy.
• Changes requested after production begins may require an additional charge or a new order.

NON-DEFECTIVE CUSTOM RETURNS

An approved return of a personalized product that is not damaged, defective, or incorrect is subject to a 20% customization fee. Original shipping charges, expedited-shipping charges, international shipping charges, customs duties, taxes, and brokerage fees are nonrefundable unless the return resulted from an error by The 3D Crystal.

The customer is responsible for approved return-shipping costs for non-defective products. We strongly recommend using a trackable and insured shipping method. The 3D Crystal is not responsible for return packages that are lost or damaged before reaching us.

NON-RETURNABLE ITEMS

We cannot accept returns for:

•Products returned more than 14 days after delivery
.Products damaged through misuse, accident, improper handling, or unauthorized modification

• Products returned without prior authorization
• Gift cards
• Final-sale or clearance items identified as non-returnable at the time of purchase
• Custom products that cannot be verified as having been purchased from The 3D Crystal

REFUNDS

After an authorized return is received and inspected, we will notify you whether the refund has been approved. Approved refunds are issued to the original payment method, less any applicable customization fee, nonrefundable shipping charge, or other disclosed deduction.

Please allow approximately 5–10 business days after refund processing for your bank or card provider to post the funds to your account. Financial institutions may require additional processing time.

EXCHANGES AND REPLACEMENTS

For an approved damaged, defective, or incorrect product claim, replacement is generally the fastest resolution. Do not return an item until you have received instructions and authorization from our customer-support team.

INTERNATIONAL ORDERS

Customers placing international orders are responsible for applicable customs duties, import taxes, brokerage charges, and return-shipping expenses unless the issue was caused by The 3D Crystal. Customs charges paid to governments, carriers, or third parties are generally nonrefundable.

HOW TO REQUEST A RETURN

Contact The 3D Crystal before sending any product:

Email: the3dcrystals@gmail.com
Telephone: (702) 830-0265

Include your full name, order number, reason for the request, and photographs or video when applicable. If approved, we will provide return instructions and the correct return address. Products should not be returned to a retail location unless our customer-support team specifically authorizes it.

CONSUMER RIGHTS

Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable consumer-protection law.