Return & Refund Policy (Custom Products Focus)

At DecorCraftCo, every 3D crystal keepsake and personalized figurine is exclusively crafted according to your uploaded photos, design choices, and customization details. Because each item is uniquely made for you and cannot be restocked or resold, please review the following policy carefully before placing your order.

This policy applies specifically to personalized 3D crystal keepsakes and figurines. A general 30-day change-of-mind return policy does not apply to these custom-made products. Because these products are made to the customer's specifications, personalized items are not eligible for change-of-mind returns or exchanges. Quality, damage, and incorrect-item remedies remain available as described below.

Order Cancellations & Modifications

Because the customization process begins shortly after your order is placed, you may cancel or modify your order, including changing the submitted photo or shipping address, within 24 hours of purchase for a full refund.

After the 24-hour period, materials and production resources may already have been allocated. Cancellation requests submitted after 24 hours will incur a 30% production fee, which will be deducted from the refund amount.

Once your order has entered the customization or production stage, changes may no longer be possible. We will do our best to accommodate requests received within the applicable time period, but modifications cannot be guaranteed after production has begun.

Return Eligibility for Personalized Items

Due to the personalized nature of our 3D crystal keepsakes and figurines, we do not accept returns or offer refunds for:

- Change of mind
- Personal preference changes
- No longer wanting the customized item after production has started
- Incorrect photos, personal information, or customization details provided by the customer

Each piece is fundamentally unique and cannot be resold.

Damaged, Defective, or Incorrect Items

We stand behind the quality of our craftsmanship. If your item arrives damaged during transportation, contains a manufacturing or engraving defect, or does not match your approved order specifications, please contact us within 7 calendar days of delivery.

Please email customsouvenirs@decorcraftco.com and include:

- Your order number
- A clear description of the issue
- Clear photos or videos of the item, the damage or defect, and the original packaging

Upon verification, we will arrange an appropriate solution, which may include:

- A free replacement
- A repair solution
- A partial refund
- A full refund in applicable cases
- Another reasonable solution agreed upon by both parties

For verified cases, we will provide return or replacement instructions where necessary. In cases involving broken glass or resin, you will generally not be required to ship the damaged item back to us. Please keep the original product and packaging materials until the review process is completed, and do not send any product back without contacting us first.

Artisan Note

Transforming a 2D photograph into a 3D crystal engraving or figurine involves complex artistic rendering. Slight variations in depth, proportion, facial or design details, and color translation may occur. Differences caused by lighting conditions, screen displays, or the handcrafted and 3D-printing process are normal characteristics of customized artwork and are not considered 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.

Return Shipping

For approved cases involving a damaged, defective, or incorrect item, DecorCraftCo will provide appropriate instructions regarding replacement or return arrangements.

Because change-of-mind returns are not accepted for personalized products, no change-of-mind return shipping is applicable. For an approved quality, damage, or incorrect-item case, we will provide return instructions and confirm whether we or the customer will arrange shipping before anything is sent. Unauthorized returns may not be accepted.

Refunds

If a refund is approved after review, it will be issued to your original payment method within 5-7 business days. 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 applicable processing period, please contact us for assistance.

Return Window for Quality Issues

For a damaged, defective, or materially incorrect item, contact us within 7 calendar days after delivery with your order number and clear photos or video. This 7-day notice period does not remove any mandatory consumer rights that apply to you.

Return Address and Fees

Do not send a personalized product to an address without written authorization. The applicable return address is Unknown until our support team confirms the authorized return method for your order. We will tell you who is responsible for approved return shipping before the return is arranged. No restocking fee is charged for an approved return or replacement.

Customer-Submitted Images and Intellectual Property

You must have the rights and permissions needed to submit each photo, logo, character, or other material. Do not submit unauthorized celebrity, Disney, sports-team, or other third-party copyrighted or trademarked material. We may refuse or cancel an order that appears unlawful or infringes another person's rights.

Safe Handling of Damaged Items

Broken glass or resin may be sharp. Do not use or handle a damaged item unnecessarily. Photograph the item and packaging from a safe position, keep children and pets away, and follow our instructions. We generally will not require a damaged item to be returned.

Company: Fujian Quanzhou Ruilou International Trading Co., Ltd.
Trade Name: DecorCraftCo
Address: Room 2503, Building 3, Baifu Haocheng, No. 666 Erhuan South Road, Chengxiang Town, Anxi County, Quanzhou, Fujian, China
Email: customsouvenirs@decorcraftco.com
Phone: +86 188 5970 7615

Contact Us

Company: Fujian Quanzhou Ruilou International Trading Co., Ltd.
Trade Name: DecorCraftCo
Address: Room 2503, Building 3, Baifu Haocheng, No. 666 Erhuan South Road, Chengxiang Town, Anxi County, Quanzhou, Fujian, China
Email: customsouvenirs@decorcraftco.com
Phone: +86 188 5970 7615