Refund policy

At 3D Crystal Pets, we are proud to create premium custom crystal gifts based on your pet photos, personalised text, and special design requests. Because each item is made specifically for you, please read the following policy carefully before placing your order.

1. Refund Request Period

You may request a refund within 90 days of placing your order. After this period, we are unable to process any refund request, regardless of the order status.

We strongly recommend checking your order details carefully and contacting us as soon as possible if you need to make changes or request cancellation.

2. Custom Orders and Production Stages

All of our custom crystal products are made to order. Refund eligibility depends on the stage of design and production:

If design work has not started

You are eligible for a full refund.

If 3D modelling or design work has been completed, but production has not started

A 50% design fee will be deducted from your refund.

If the crystal has already been produced and/or delivered

A 70% design and production fee will be deducted from your refund.
Any shipping fees paid are non-refundable.

Because personalised products are created exclusively to your specifications and cannot be resold, we do not accept returns or refunds for change of mind once production has started.

3. Design Approval, Layout and Cropping

Our design team will optimise the layout, cropping, and placement of your pet photo and any text according to the crystal shape, size, and the image you provide, so that the final result looks as clear and attractive as possible.

If you have any special requests, such as:

keeping certain background elements,
specific cropping preferences,
text placement,
orientation preferences, or
other design instructions,

please let us know at the time of ordering by email or in the Order Notes.

If no special instructions are provided, our designers will proceed based on their professional judgment.

We do not accept returns or issue refunds based on personal preferences regarding layout, cropping, or design appearance unless there is a clear production error.

4. Photo Quality and Customer-Provided Images

The final engraving quality depends heavily on the quality, angle, lighting, and resolution of the photo provided by the customer.

While we will do our best to enhance and prepare your image for engraving, we cannot guarantee that low-resolution, blurry, dark, overexposed, or low-quality photos will produce the same result as clear, high-quality images.

Refunds or returns will not be accepted due to dissatisfaction caused by limitations in the original photo supplied by the customer, unless a clear production error has occurred.

5. Damaged, Defective or Incorrect Items

If your item arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery and provide clear photos of:

the product,
the packaging, and
the shipping label.

Once the issue is verified, we will arrange a replacement or remake at no additional cost, including shipping where applicable.

6. Shipping, Delivery Delays and Loss in Transit

We guarantee timely production and dispatch within the timeframe stated on our website. However, once an order has been dispatched, delivery is handled by third-party carriers and is outside of our direct control.

Therefore, we do not offer refunds, cancellations, or accept chargebacks due to:

shipping delays,
failed delivery attempts,
parcels lost in transit,
courier handling issues, or
delays after dispatch.

If a parcel is delayed, lost, or damaged in transit, we will actively assist by contacting the carrier, opening an investigation or claim where applicable, and helping to resolve the issue as much as possible.

Where appropriate, we may arrange a replacement shipment, but delivery delays or shipping issues are not grounds for a refund.

7. Force Majeure and Events Outside Our Control

We do not issue refunds for delays, losses, or delivery failures caused by events outside our reasonable control, including but not limited to:

severe weather,
natural disasters,
bushfires,
floods,
war,
terrorism,
civil unrest,
strikes,
transport disruptions,
customs inspections or customs clearance delays,
border restrictions,
airline or freight interruptions,
government actions, or
other force majeure events.

In such situations, we will do our best to assist, follow up with the shipping carrier, and where appropriate, arrange a replacement shipment. However, these circumstances are not valid grounds for a refund.

8. Import Duties, Taxes and Customs Charges

For international orders, import duties, taxes, and customs charges may be applied by the destination country. These charges are the customer’s responsibility.

If duties or taxes are charged and paid by the customer, you may contact us and provide official proof of payment. Where applicable, we may reimburse the corresponding duties or taxes amount based on the documentation provided.

If a parcel is returned, held, delayed, or undelivered due to unpaid customs duties or taxes, the customer is responsible for:

any return-to-sender fees charged by the carrier, and
any additional shipping costs for re-delivery.

We do not issue refunds for orders returned, held, delayed, or undelivered due to unpaid duties or taxes.

9. Non-Custom Products

For non-custom or standard products, we may accept change-of-mind returns within 14 days of delivery, provided that:

the item is unused,
it is in its original condition,
it is returned in its original packaging.

Please note:

return shipping costs are the customer’s responsibility,
the original outbound shipping cost will be deducted from the refund,
we recommend using a tracked shipping service, as we are not responsible for lost return parcels.

10. Contact Us

If you have any questions or need assistance, please contact our customer support team:

Email: info@3dcrystalpets.com.au

We value your support and are committed to providing a clear, fair, and supportive experience for every customer.