Refund policy

Refunds, Returns and Cancellations Policy

At 3D Crystal Pets, we create personalised keepsakes that often carry deep emotional meaning. We take care with every order and want to resolve any concern fairly, promptly and with compassion.

This policy applies to purchases made through 3dcrystalpets.com.au. It is in addition to, and does not exclude, restrict or modify, any rights or remedies available under the Australian Consumer Law (ACL) or any other law that cannot be excluded.

1. Change-of-mind returns for non-custom products

For eligible non-custom products, you may request a change-of-mind return within 45 days after delivery.

To be eligible, the product must be unused, in its original condition and, where reasonably possible, in its original packaging. Please contact us before returning anything so that we can provide return instructions and the correct return address.

For an approved change-of-mind return:

  • you are responsible for the return postage;

  • we recommend using a tracked service, as you are responsible for the product until it reaches us;

  • any original delivery charge you paid is not refundable, unless required by law; and

  • the refund will be issued to the original payment method after the returned product has been received and inspected.

Gift cards and personalised or made-to-order products are not eligible for change-of-mind returns. This exclusion does not affect your rights where a product fails to meet a consumer guarantee under the ACL.

2. Custom orders, changes and cancellations

Our personalised 2D and 3D crystal products are created specifically from the photos, text and instructions you provide. Because they cannot ordinarily be resold, we are not required to accept a return or provide a refund simply because you change your mind.

If you need to change or cancel a custom order, contact us as soon as possible. We will confirm the stage your order has reached and whether the requested change or cancellation is still possible.

Before design work has started

If 3D modelling or other design work has not started, you may cancel the order for a full refund.

After design work has started but before production

If 3D modelling or design work has started or been completed, but engraving or physical production has not started, we may accept a cancellation and refund 50% of the custom product price. The remaining 50% is retained as a design fee for work already completed. Any delivery charge paid for an order that has not been dispatched will be refunded.

After production has started

Once engraving or physical production has started, the custom product cannot be cancelled, returned or refunded for change of mind. If a change is still technically possible, we will tell you about any additional cost before proceeding.

These cancellation rules do not apply where the product or our service fails to meet a consumer guarantee under the ACL. If we cancel an order because we cannot produce or supply it, we will provide a full refund for the affected item and any related delivery charge paid.

3. Design proofs, layout and cropping

Where we provide a design proof, you are responsible for checking names, dates, spelling, photo selection, layout and any other personalised details before approving it. Approval authorises us to proceed with production.

If no proof is provided, we will create the design using the product selected, the files and text submitted with your order, any order notes, and our reasonable professional judgement. We may crop, centre, remove backgrounds, adjust contrast or reposition elements to suit the crystal's shape and size.

Minor variations in cropping, positioning, brightness, engraving depth, internal reflections and the appearance of the 3D effect can occur because of the nature of crystal and laser engraving. These minor variations are not, by themselves, faults.

However, this section does not exclude your rights if the finished product is materially different from the approved proof, your order or its description; contains a production error; is not made with due care and skill; or otherwise fails to meet a consumer guarantee.

4. Customer-supplied photos, text and instructions

The final result depends in part on the quality, angle, lighting and resolution of the photo you provide. Low-resolution, blurry, dark, overexposed, heavily filtered or tightly cropped photos may limit the clarity and detail of the engraving.

We may contact you if we identify a significant issue with a supplied image. If we explain a limitation and you ask us to proceed, that disclosed limitation will not ordinarily be treated as a product fault. Errors in names, dates, wording, photo selection, delivery details or other information supplied or approved by you are not production errors by 3D Crystal Pets.

Nothing in this section limits your rights where we have made an error, the finished product does not match the information you supplied or approved, or the product otherwise fails to meet a consumer guarantee.

5. Damaged, faulty or incorrect products

Please inspect your order after delivery. If it arrives damaged, appears faulty, is incorrect or does not match your approved design or order, contact us as soon as possible. Contacting us within 7 days, where practicable, helps us investigate shipping damage promptly, but the 7-day period does not limit any rights you may have under the ACL.

Please provide:

  • your order number;

  • a description of the problem; and

  • clear photographs of the product, packaging and shipping label, where relevant and reasonably available.

We may assess the product before providing a remedy. You do not need to keep or return the original packaging to exercise your rights, although photographs of the packaging may help us assess transit damage.

If the product has a major problem under the ACL, you may choose a refund or a replacement. If the problem is minor, we may choose to repair the product or, where repair is not practical for a personalised crystal, remake or replace it within a reasonable time. If we cannot provide an appropriate remedy within a reasonable time, you may be entitled to a refund, replacement or another remedy available under the ACL.

Where a refund is required for a major problem, it will be for the full amount paid for the affected product and any other amount required by law. We will not substitute store credit unless you agree.

If we ask you to return a product and the product is confirmed to have a problem, we will provide a prepaid return option or reimburse your reasonable return postage costs. Please keep your postage receipt. Do not send a product to our postal address without first receiving return instructions from us.

6. Products that are not faulty

A repair, replacement or refund is not available under the consumer guarantees where:

  • you received what you ordered but changed your mind, subject to our voluntary change-of-mind policy for eligible non-custom products;

  • the problem was caused by misuse, accidental damage, improper handling or failure to follow care instructions after delivery;

  • you knew about the relevant issue before purchase;

  • the issue results solely from an error in information, text, photos or instructions supplied or approved by you; or

  • you requested that work be completed in a particular way against our advice and the issue results from that request.

This section does not apply to a separate fault or problem that was not disclosed to you.

7. Shipping delays, lost parcels and non-delivery

We remain your point of contact if a delivery problem occurs. If tracking shows an unusual delay, loss or damage, please contact us so that we can investigate with the carrier.

Delivery estimates are not guarantees unless we expressly agree to a specific delivery date. If we cannot supply your order within an agreed time, or otherwise within a reasonable time, we will provide an appropriate solution. Depending on the circumstances, this may include continued delivery, a replacement or a refund.

Delays or loss caused by a carrier or events outside our reasonable control do not automatically remove your rights. We will keep you reasonably informed and work with you to resolve the issue.

If delivery fails because of an incorrect or incomplete address supplied by you, refusal of delivery, failure to collect the parcel, or another action within your control, you may be responsible for the reasonable and actual return, redelivery or recovery costs. For a custom product, a change-of-mind refund may not be available in these circumstances. This does not limit any rights you have for a problem caused by us or for a failure to meet a consumer guarantee.

8. International duties, taxes and customs

For international orders, the destination country may impose import duties, taxes or customs charges. Unless stated otherwise at checkout, these charges are the customer's responsibility.

If a parcel is held or returned because you have not paid a required customs charge, you may be responsible for the reasonable and actual return-to-sender and redelivery costs. We will discuss the available options with you once the parcel's status is confirmed. A change-of-mind refund may not be available for a custom product that is returned because delivery was refused or customs charges were not paid.

Nothing in this section limits any rights or remedies that cannot lawfully be excluded.

9. Refund method and timing

Approved refunds will be issued to the original payment method unless you agree to another method. We aim to process an approved refund within 5 business days. Your bank or payment provider may take additional time to show the funds in your account.

10. How to contact us

To request a change, cancellation, return or remedy, please contact:

3D Crystal Pets
Email: info@3dcrystalpets.com.au
Postal address: PO Box 4007, St Lucia South QLD 4067, Australia

Please include your order number and a brief description of how we can help. Our postal address is not a return address. Do not send a product back until we have provided return instructions.

11. Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy is intended to exclude, restrict or modify those guarantees or any right or remedy you may have under law.