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Returns & Refunds – Frequently Asked Questions
Q: What is your return policy?
A: Since our products are personalized and custom-made, we generally do not accept returns once production has started. However, if there is an issue with your order, please contact us and we’ll make it right.
Q: Can I cancel my order?
A: Orders can be canceled within 24 hours of purchase. After this period, production may have already begun and cancellation may not be possible.
Q: What if my item arrives damaged or defective?
A: If your item arrives damaged, defective, or with an error on our part, we will gladly provide a replacement or full refund. Please email us within 7 days of receiving your order, including clear photos of the product and packaging for verification.
Q: What if I made a mistake in my order (wrong photo, text, or size)?
A: Please double-check your customization before placing the order. If you realize a mistake, contact us immediately via our Contact Form. If production hasn’t started yet, we can correct it. Once production begins, changes or refunds may not be possible.
Q: How long does it take to process a refund?
A: Approved refunds are typically processed within 5–7 business days and will be returned to your original payment method. Please note that processing times may vary depending on your bank or payment provider.
Q: Do you offer store credit or exchanges?
A: If you prefer, we can issue store credit instead of a refund. Exchanges for the same product type are available if there’s a quality issue.
Important Note: As every PhotonCarve crystal is individually customized and engraved, we cannot accept returns for customer errors or change of mind after production starts. Please carefully review your image, text, and specifications before confirming your order. Our goal is your complete satisfaction — contact us anytime through our Contact Us page for assistance.