Refund policy

At Crystify, we take pride in crafting premium custom K9 crystal gifts based on your unique photos and personalized text. To ensure transparency and set clear expectations, please carefully review the following refund and return policy before placing your order.

Refund Eligibility Period:

You may request a refund within 45 days of placing your order. After this period, we are unable to process refunds, regardless of order status. We strongly recommend reviewing your order details and contacting us promptly if you need to make changes or cancel.

Custom Orders and Confirmation

Each of our products is custom-made, and production typically begins shortly after your order is confirmed. Refunds are handled based on the stage of the production process:

• ✅ If design work has not started:
  You are eligible for a full refund.
• ⚠️ If 3D modeling 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 received:
  A 70% design and production fee will be deducted from your refund. Shipping fees are non-refundable.

Please note: Refunds based on dissatisfaction with the visual outcome (e.g. cropping or layout) are not accepted unless a clear error is present in the final product.

Because custom products are made exclusively to your specifications and cannot be resold, we cannot accept returns or refunds for change-of-mind reasons once production has started.

Damaged or Incorrect Items

If your item arrives damaged or you receive the wrong product, please contact us within 7 days of delivery. We will verify the issue and remake your crystal at no additional cost, including shipping.

Design Layout and Cropping

Our experienced designers will optimise the layout and cropping based on the crystal shape and size you select, as well as the content of your photo, to achieve the best possible result.

If you have any specific preferences or special requests, please let us know at the time of ordering—either by email or by clearly noting them in the Order Notes. If no special instructions are provided, our designers will proceed with the layout and cropping adjustments they believe will present your photo best.

We do not accept returns or issue refunds for layout or cropping preferences unless a clear production error has occurred.

Shipping, Delivery Delays & Customs

We guarantee timely production and dispatch in accordance with the timeframe stated on our website. 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 delivery delays after dispatch.

If a shipment is delayed, lost, or damaged in transit, we will actively assist by liaising with the carrier and initiating an investigation or claim where applicable. Where appropriate, we may arrange a replacement shipment; however, delays, loss, or damage caused by the carrier are not grounds for a refund. This policy applies to both domestic and international shipments, including delays caused by events outside our control such as strikes, flight disruptions, customs inspections/clearance delays, and other logistics disruptions.

Import Duties, Taxes & 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 and must be paid to ensure successful delivery.

If you have paid import duties/taxes, you may contact us and provide official proof of payment. Where applicable, we will reimburse the corresponding duties/taxes amount based on the documentation provided.

If a parcel is returned or delivery fails due to unpaid duties/taxes, the customer is responsible for:

• any return-to-sender fees charged by the carrier, and
• any additional re-shipping costs if the order is to be sent again.

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

Non-Custom Products (Change of Mind Returns)

For non-custom or standard products, you may return your item within 14 days of delivery if you change your mind.
However, a return shipping cost and the original outbound shipping cost will be deducted from your refund.
Returned items must be in unused, original condition and packaging.
We recommend using a tracked delivery service, as we are not responsible for lost return parcels.

Contact Us

If you have any concerns or need assistance, our customer support team is here to help. Please mail to: info@crystify.com.au

Your satisfaction is important to us, and we’re committed to providing a smooth and supportive experience.