Terms of service

Welcome to 3D Crystal Pets. These Terms of Service (“Terms”) govern your access to and use of our website, products, and services, including the purchase of personalised 2D and 3D crystal pet gifts, custom laser-engraved crystal keepsakes, accessories, and related services.

By visiting our website or placing an order with us, you agree to be bound by these Terms. If you do not agree, please do not use our website or services.

1. Overview

Throughout the site, the terms “we”, “us” and “our” refer to 3D Crystal Pets. We offer this website, including all information, tools, and services available from this site, to you conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.

2. Eligibility and Website Use

By using this site, you represent that:

  • you are at least the age of majority in your state or territory of residence, or you have permission from a parent or legal guardian;

  • you will provide current, complete, and accurate information;

  • you will not use our products or services for any unlawful or unauthorised purpose;

  • you will not transmit any viruses, malicious code, or any destructive technology through our website.

We reserve the right to refuse service to anyone at any time for any lawful reason.

3. Custom Products and Service Description

We specialise in custom-made 2D and 3D crystal pet gifts, including personalised crystal keepsakes engraved from customer-supplied photos and text.

Because our products are customised to your specifications:

  • each item is made to order;

  • production begins based on the information, photos, and instructions you provide;

  • minor variations in cropping, positioning, brightness, depth effect, engraving placement, and overall appearance may occur;

  • the final engraving may differ slightly from on-screen previews, mock-ups, or digital drafts due to the nature of crystal, laser engraving, photo quality, and product shape.

All product images shown on the website are for illustration purposes only.

4. Customer Content and Photo Uploads

When you upload photos, text, or other materials to us, you confirm that:

  • you own the content or have permission to use it;

  • the content does not infringe any copyright, trademark, privacy, publicity, or other rights of any third party;

  • the content is not unlawful, defamatory, obscene, abusive, offensive, or otherwise inappropriate.

You are responsible for ensuring that all uploaded files, names, dates, messages, and order instructions are correct.

We may refuse, cancel, or delay any order that contains content we consider inappropriate, offensive, misleading, unlawful, or infringing.

5. Photo Quality and Engraving Results

The quality of the final crystal engraving depends heavily on the source photo provided.

By placing an order, you acknowledge that:

  • low-resolution, blurry, dark, overexposed, cropped, or heavily filtered photos may reduce engraving quality;

  • some fine details, including fur texture, whiskers, tags, background objects, and very small features, may not appear exactly as seen in the original image;

  • 3D engraving is created from a 2D photo and may require artistic interpretation, background removal, depth conversion, and composition adjustment;

  • engraving is typically monochrome and created inside the crystal using internal laser technology, not printed in colour.

Where needed, we may make reasonable adjustments to improve the final design, including cropping, centring, contrast adjustment, background simplification, and layout optimisation, unless you provide clear instructions otherwise.

6. Order Placement and Accuracy

It is your responsibility to review all order details carefully before submitting your order, including:

  • selected product and size;

  • uploaded photo(s);

  • personalised text;

  • shipping address;

  • contact details;

  • accessory selections.

We are not responsible for errors caused by incorrect information submitted by you.

7. Pricing and Payment

Payment must be made in full at the time of purchase. Orders will not enter production until payment has been successfully received and verified.

We reserve the right to change prices, product descriptions, promotions, and shipping charges at any time without prior notice.

In the event of a pricing error, product error, or technical issue, we reserve the right to cancel or refuse any order, even after confirmation, and provide an appropriate refund where required.

8. Design Proofs and Approvals

For selected orders, we may provide a design preview or proof before production. Where a proof is provided:

  • you are responsible for checking spelling, dates, layout, and general design instructions carefully;

  • your approval confirms that you accept the design for production;

  • once approved, further changes may not be possible or may incur additional fees.

If no proof is provided, production may proceed based on the product selected, uploaded files, and any notes submitted with your order.

9. Changes, Cancellations, and Refunds

Due to the personalised nature of our products, changes and cancellations are limited.

  • Requests to change or cancel an order should be made as soon as possible after purchase.

  • Once design work, modelling, engraving preparation, or production has started, changes or cancellation may not be possible.

  • Refund eligibility is governed by our Refund Policy, which forms part of these Terms.

We are not required to offer refunds for change-of-mind purchases on custom-made products, except where required by law.

10. Production, Shipping, and Delivery

Production and dispatch times are estimates only and may vary depending on product complexity, order volume, seasonal demand, and courier performance.

We are not liable for delays caused by:

  • incomplete customer information;

  • delayed approval of proofs;

  • third-party shipping carriers;

  • customs processing;

  • incorrect addresses;

  • events outside our reasonable control.

Risk in the goods passes to you upon delivery to the shipping address provided at checkout.

You are responsible for ensuring that the delivery details provided are accurate and complete.

11. Damaged, Faulty, or Incorrect Items

Please inspect your order upon delivery and contact us within 7 days if you receive:

  • a damaged item;

  • an incorrect item;

  • a product with a clear manufacturing defect.

To assess the issue, we may require:

  • clear photographs of the item;

  • photographs of the packaging;

  • your order number;

  • a description of the issue.

Where a product is confirmed to be faulty, damaged in transit, or materially different from the approved/customised order due to our error, we may offer an appropriate remedy, such as replacement, repair, refund, or store credit, in accordance with applicable law.

We do not treat the following as defects:

  • dissatisfaction arising from personal preference;

  • issues caused by poor-quality images supplied by the customer;

  • minor variations in crystal appearance, engraving depth, internal reflections, or positioning;

  • damage caused after delivery by dropping, impact, mishandling, misuse, or improper storage.

12. Intellectual Property

All content on this website, including text, graphics, product names, descriptions, logos, images, icons, videos, and design elements, is owned by or licensed to 3D Crystal Pets and is protected by applicable intellectual property laws.

You must not reproduce, copy, distribute, modify, publish, or exploit any website content without our prior written consent.

You retain ownership of the images and text you submit, but by placing an order you grant us a non-exclusive, limited licence to use that content for the purpose of fulfilling your order, providing customer support, and, where you have consented, marketing or display.

13. Optional Tools and Third-Party Services

Our website may provide access to third-party tools, payment gateways, shipping services, apps, or links that we do not own or control.

We provide access to such services “as is” and “as available” without warranties or endorsement. We are not responsible for the content, policies, functionality, or performance of third-party services.

Your use of third-party services is at your own risk and subject to the terms of those third parties.

14. Privacy

Your submission of personal information through the store is governed by our Privacy Policy.

By using our website and placing an order, you agree to the collection, use, and handling of your information in accordance with our Privacy Policy.

15. Limitation of Liability

To the maximum extent permitted by law, 3D Crystal Pets, its directors, employees, contractors, affiliates, suppliers, and service providers will not be liable for any indirect, incidental, special, punitive, or consequential loss or damage, including loss of profits, loss of opportunity, loss of data, or emotional distress arising from:

  • your use of our website;

  • your purchase or use of our products;

  • delays in production or delivery;

  • third-party acts or omissions;

  • issues arising from customer-supplied content.

Our total liability for any claim relating to goods or services supplied by us is limited, at our option and to the extent permitted by law, to the replacement, repair, re-supply, refund, or payment of the cost of doing so.

16. Australian Consumer Law

Nothing in these Terms excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable law that cannot lawfully be excluded.

Where our goods or services come with guarantees that cannot be excluded under law, those guarantees continue to apply.

17. Indemnity

You agree to indemnify and hold harmless 3D Crystal Pets, and our officers, employees, contractors, and affiliates from any claim, demand, loss, liability, cost, or expense arising out of:

  • your breach of these Terms;

  • your misuse of the website;

  • your infringement of any third-party rights;

  • any content you upload or provide to us.

18. Force Majeure

We are not liable for any delay or failure to perform our obligations where such delay or failure results from events beyond our reasonable control, including natural disasters, transport disruptions, cyber incidents, labour shortages, government actions, supplier failures, or carrier delays.

19. Changes to These Terms

We reserve the right to update, change, or replace any part of these Terms at any time by posting updates on this page.

It is your responsibility to review this page periodically. Your continued use of the website following any changes constitutes acceptance of those changes.

20. Governing Law

These Terms are governed by the laws of Queensland, Australia, and any disputes arising in connection with these Terms or your use of our website will be subject to the non-exclusive jurisdiction of the courts of that State or Territory.

21. Contact Information

Questions about the Terms of Service should be sent to:

Email: info@3dcrystalpets.com.au
Address: PO Box 4007 St Lucia South QLD 4067