Refund policy

PHOTOCRYSTAL3D Refund & Return Policy

At PHOTOCRYSTAL3D, every piece is custom-made to order with your personalized photo and text. We take great pride in our craftsmanship and want you to be delighted with your keepsake.

1. Damaged, Defective, or Incorrect Items (100% Guaranteed Free Replacement)
If your item arrives damaged, chipped, or with an engraving/text error caused by our team, please contact us within 30 days of delivery at sale@photocrystal3d.com with your order number and clear photos/videos of the issue.
- We will promptly arrange a 100% free replacement at no additional cost to you.
- For verified damaged or defective items, you do not need to ship the broken crystal back.

2. Personalized & Custom Items Policy
Because our crystals are permanently subsurface laser-engraved with your unique photo and specifications, we cannot accept returns or provide refunds for non-defect reasons, buyer's remorse, or personal preference.

3. Order Cancellations & Modifications
- Within 2 Hours: You may cancel or modify your order within 2 hours of placement for a full 100% refund.
- After 2 Hours: If production or 3D computer-aided modeling has already started, a $20 customization & 3D modeling fee will be deducted from any cancellation refund.
- Once laser engraving is completed and dispatched, orders cannot be cancelled.

4. Authorized Returns & Return Address
In the rare event an authorized physical return is approved by our customer support team:
- Items must be in their original packaging and unused condition.
- Customers are responsible for the return shipping costs using a tracked shipping service.
- To start a return, please contact us first at sale@photocrystal3d.com to obtain return authorization.
- Return Address: Room 1001, Building 7, Jinke, Zhaohe Road, Wancheng District, Nanyang City, Henan Province, 473000, China. (Returns sent without prior authorization will not be accepted).

5. Refund Processing Time
Approved refunds are processed back to your original payment method within 3–5 business days, depending on your bank or payment issuer.

Contact Us:
For any refund, replacement, or cancellation inquiries, please reach out to us at sale@photocrystal3d.com.