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Return and Refund Policy

We feel very honored that you can choose to buy our products. However, we also understand that you may need normal refunds or return and exchange in some special circumstances. The following is our return policy.

Returns in 14 days

After receiving the product, if there is any problem with the product, you can contact us and we will provide you with comprehensive after-sales service. If you insist on returning the goods, we can only accept the return within 14 days after delivered day. If it exceeds 14 days from the date of delivery of the order, we will not be able to provide you with a refund.

We only accept returns in the original packaging. The product must be in the same condition as when it was first delivered.

The cost of return will be borne by you.

1. If the product does not have any quality issues, we suggest you not returning the product because of dislike or incorrect purchase. Please contact us for more solutions if you are still not fancy on your products.

2. Our products are made of glass. To Avoid the situation of glass breaks, so do treat your crystal with care. That's also why we use a lot of bubble wrap in the package when we originally ship your crystal. But we empathize with accidents, because we love making your crystal as much as you love receiving it. If the product was broken accidentally, we would still like to supply the replacement for you. Reach out to our customer service by: support@3dcrystalmemory.com and give us a short description of what happened, and we'll follow up with a request for proof and let you know what we can do to replace your crystal.

3. If the product was delivered with broken issues, please contact us within 48 hours and we can redo or refund it for you, the refund will be issued to the original account within 3 working days.

4. If the product is wrong because of factory problem, contact us within 14 days so we can provide replacement or refund.

Note:We suggest opening your package as soon as it arrives immediately. Because crystal is a fragile material, so once your item is delivered, you’ll have a limited time to notify us of any damage. The sooner you examine your crystal, the more likely we’ll be able to help you if anything is wrong.

Also, you can send us pictures of the damaged goods. As soon as we have assessed the condition of your item. We will contact you immediately with solutions.

Cancellations

Since the product you bought is a customized product, if you want to cancel your order, you need to notify us within 24 hours after placing orders to avoid paying extra.

If you want to change the customized information of the order more than 24 hours, such as changing a new picture or canceling the order, we will charge a 20% customization fee.

Missing Packages

If your package does not arrive before the estimated delivery date, then you should check the address on the order first, because the address of credit card will be filled in by default when purchasing order. If it is correct, you can check the order status online. You can enter your tracking number or email address here to check whether your goods are still in transit. If the site claims that your package has been delivered, please check with your neighbors, front door, etc and then contact our customer service by:  support@3dcrystalmemory.com.

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