Refund policy
Return & Refund Policy
At DecorCraftCo, every product is carefully created based on your personal customization requirements. Since our personalized figurines and crystal keepsakes are uniquely made from your photos and specifications, each item is specially produced for you and cannot be restocked or resold.
We are committed to providing high-quality craftsmanship and ensuring that every customer receives their customized piece safely and as expected.
Custom Products Return Policy
Because personalized products are made exclusively according to your submitted photos, design choices, and customization details, we do not accept returns or refunds for:
- Change of mind
- Personal preference changes
- No longer wanting the customized item after production has started
- Incorrect information provided during customization by the customer
Before production begins, we carefully review your customization information to ensure the best possible result. Please make sure that all submitted photos, details, and design requirements are accurate before confirming your order.
Damaged, Defective, or Incorrect Items
Your satisfaction is our priority.
If your item arrives damaged during transportation, has a manufacturing defect, or is significantly different from the approved customization details, please contact us as soon as possible. We will review the situation and provide an appropriate solution.
Please contact us within 48 hours of delivery and provide:
- Your order number
- A clear description of the issue
- Clear photos or videos showing the product, damage, and packaging
Depending on the situation, we may provide one of the following solutions:
- A free replacement
- A repair solution
- A partial refund
- A full refund in applicable cases
- Another reasonable solution agreed upon by both parties
Please keep the original product and packaging materials until the review process is completed.
Color, Appearance, and Customization Variations
Because each item is individually handcrafted and produced using 3D printing technology, slight variations may occur.
Differences in:
- Color appearance caused by lighting conditions or screen displays
- Minor facial or design details
- Small variations resulting from the handmade production process
are considered normal characteristics of a customized artwork and do not qualify as defects.
Our artists always strive to accurately capture the essence and likeness of your submitted photos while maintaining the quality and craftsmanship of each piece.
Order Cancellation
Since customized products enter the design and production process specifically for each customer, cancellation requests may only be accepted before production begins.
Once your order has entered the customization or production stage, it cannot be cancelled or refunded due to the personalized nature of the product.
Return Shipping
For approved cases involving damaged, defective, or incorrect items, DecorCraftCo will provide appropriate instructions regarding replacement or return arrangements.
For issues caused by customer preference, incorrect customization information, or change of mind, return shipping costs and related expenses may be the responsibility of the customer where applicable.
Please do not send any product back without contacting us first. Unauthorized returns may not be accepted.
Refunds
If a refund is approved after review, it will be issued to your original payment method within 10 business days.
Please note that banks, credit card companies, and payment providers may require additional processing time before the refund appears in your account.
If you have not received your approved refund after the processing period, please contact us for assistance.
Contact Us
For any questions regarding returns, refunds, or your customized order, please contact us:
Email:
customsouvenirs@decorcraftco.com
Our team will review your request and provide appropriate assistance.
