At Pet Crystal 3D, we take immense pride in the craftsmanship and emotional value of our personalized 3D laser-engraved crystals. Because each piece is a unique creation tailored specifically to your pet’s image, our return policy is governed by the following terms:

1. PERSONALIZED PRODUCTS POLICY

All our 3D crystals are custom-made to order and are uniquely personalized for each customer. According to industry standards for customized goods, we do not accept returns or offer refunds for “change of mind” or customer errors, such as:

• Submitting a low-resolution or blurry photo (though we strive to notify you if a photo is unusable).
• Ordering the wrong size or shape.
• Spelling errors made by the customer during the ordering process.

2. DAMAGED OR DEFECTIVE ITEMS

We are committed to ensuring your memorial arrives in perfect condition. In the rare event that your item arrives damaged or defective, we will provide a one-time replacement at no additional cost to you.

Conditions for Replacement:

 

• Report Period: You must notify us within 72 hours of the delivery date shown on the tracking information.
• Evidence Required: Please email [Your Support Email] with your order number and clear photographic/video evidence of the damage or the defect (including the packaging if it was damaged during transit).
• Resolution: Upon verification, we will prioritize the production of a new piece and ship it to you as quickly as possible.

• 3. CANCELLATION POLICY

  Because production often begins shortly after an order is placed:

  • Cancellations within 12 hours: You may cancel your order for a full refund.
  • Cancellations after 12 hours: If the design or production process has already commenced, we may only be able to offer a partial refund to cover the labor and material costs incurred.

  4. REFUND PROCESS (IF APPLICABLE)

  In specific cases where a refund is approved (e.g., a non-customized accessory or a pre-production cancellation):

  • Once your refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment.
  • Please allow 5-10 business days for the transaction to appear on your bank or credit card statement, depending on your financial institution.

  5. SHIPPING COSTS

  • If a replacement is issued due to our error or shipping damage, Pet Crystal 3D will cover all shipping costs for the replacement item.
  • For any authorized returns of non-customized items, the customer is responsible for paying for their own shipping costs. Shipping costs are non-refundable.

  • 6. CONTACT US

    If you have any questions regarding our Refund and Returns Policy, please contact our support team at:

    Email: [Your Support Email, e.g., support@petcrystal3d.com] Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)

    ---