Refund / Exchange / Custom Order Policy
Effective Date: May 25, 2026
Business Name: Memorial Crystals LLC
Website: MemorialCrystals.com
At Memorial Crystals™, every keepsake is created with care, intention, and personal meaning. Because our products are custom-made using customer-provided photos, names, dates, messages, and selected product options, our refund and exchange policy is different from a standard retail return policy.
Please review this policy carefully before placing your order.
Custom Order Policy
Each Memorial Crystals™ product is made specifically for the customer who orders it. This may include custom photo preparation, background removal, 2D or 3D artwork conversion, artist review, engraving preparation, crystal production, personalization, packaging, and fulfillment.
Because each item is personalized and cannot be returned to standard inventory, custom orders are generally final once production has started.
By placing an order, you acknowledge that your product will be created using the photo, text, product selection, size, orientation, placement, and personalization details you provide. You are responsible for reviewing your order carefully before checkout, including spelling, dates, names, photo selection, crystal shape, product size, shipping address, and any special instructions.
Photo and Artwork Review
Uploaded photos may be reviewed and adjusted by a live 3D artist or production specialist before engraving. Backgrounds may be removed, subjects may be repositioned or refined, and images may be prepared to improve clarity, composition, depth, and final presentation inside the crystal.
While we make reasonable efforts to preserve the likeness, emotion, and intent of the submitted photo, final engraving results may vary depending on the quality of the original image. Low-resolution, blurry, dark, heavily filtered, cropped, obstructed, or poor-quality photos may affect the final appearance of the crystal.
Digital previews, website images, placement tools, and product mockups are intended for general visualization only. They may not perfectly represent the final engraved crystal, depth effect, light reflection, refraction, scale, or appearance under different lighting conditions.
Cancellations
If you need to cancel an order, please contact us as soon as possible.
If production has not yet started, we may be able to cancel your order and issue a refund. Once photo preparation, artist review, 3D conversion, engraving setup, production, or fulfillment has begun, cancellation may no longer be available, or the order may be subject to partial charges for work already performed.
Because many of our products move quickly into the custom preparation process, cancellation is not guaranteed after an order has been placed.
Refunds
Because Memorial Crystals™ products are custom-made and personalized, we generally do not offer refunds for completed custom orders unless the item arrives damaged, defective, incorrect, or materially different from what was ordered.
Refunds are not typically available for buyer’s remorse, change of mind, incorrect product selection, customer-submitted spelling errors, incorrect dates, wrong shipping address, poor-quality uploaded images, dissatisfaction caused by customer-provided image limitations, or minor variations in crystal appearance, engraving visibility, lighting, refraction, or product photography.
Nothing in this policy limits any rights you may have under applicable consumer protection laws.
Exchanges and Remakes
Because each product is custom-made, we do not offer traditional exchanges for a different size, shape, design, or product after production has started.
However, if your item arrives damaged, defective, incorrect, or materially different from your order, we will review the issue and may offer a remake, replacement, repair, refund, store credit, or another appropriate resolution at our discretion.
In most cases, a remake or replacement will be offered using the same photo, personalization, product type, and order details as the original order, unless we determine that a different correction is necessary.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incorrect, or with a production issue, please contact us within 7 days of delivery.
To help us review the issue quickly, please provide your order number, a description of the problem, clear photos of the product, photos of the packaging, and photos of any visible shipping damage.
We may require that the item and original packaging be retained for inspection or carrier claim purposes. In some cases, we may request that the item be returned before a replacement, remake, refund, or other resolution is issued.
Issues reported more than 7 days after delivery may not be eligible for replacement, remake, refund, or other resolution.
Shipping Damage
If your item appears to have been damaged during shipping, please contact us within 7 days of delivery and keep the product, packaging, box, packing materials, and shipping label until the issue is resolved.
Shipping carriers may require packaging photos or inspection as part of the claim process. Discarding the packaging before the issue is reviewed may limit our ability to assist with a shipping claim or replacement.
Customer-Submitted Errors
Memorial Crystals™ is not responsible for errors submitted by the customer, including misspelled names, incorrect dates, incorrect text, wrong photo uploads, poor-quality images, incorrect shipping addresses, duplicate orders, or selecting the wrong crystal size, shape, orientation, or product option.
If you notice an error after placing your order, please contact us immediately. We will do our best to help, but changes cannot be guaranteed once production has started.
Minor Variations Are Not Defects
Each crystal is individually produced, and some natural or production-related variation should be expected. Minor differences in engraving brightness, depth appearance, refraction, light reflection, crystal clarity, bevels, dimensions, photo interpretation, or how the crystal appears in different lighting conditions are normal and are not considered defects.
Product images shown on our website may include professional lighting, staged displays, sample engravings, digital renderings, or simulated presentations. The final product may vary slightly from website images or previews.
Delayed Orders
We make reasonable efforts to produce and ship orders within the estimated timeframe shown on our website or at checkout. Production and shipping times may vary based on order volume, photo quality, artist review requirements, supplier availability, holidays, carrier delays, weather, or other circumstances outside our control.
For online orders, sellers are generally expected to ship within the timeframe they promise, or within 30 days if no timeframe is stated. If a seller cannot ship within the promised timeframe, the FTC’s Mail, Internet, or Telephone Order Merchandise Rule generally requires the seller to notify the customer and offer the option to agree to the delay or cancel for a refund.
Non-Returnable Items
The following items are generally non-returnable once production has started or the order has been fulfilled: personalized crystals, custom engraved products, products made with customer-uploaded photos, products containing names, dates, messages, or custom artwork, custom 2D or 3D photo conversions, special-order items, and any item that cannot be resold due to personalization.
How to Contact Us About an Issue
If there is a problem with your order, please contact us within 7 days of delivery:
Memorial Crystals LLC
Business Address: 100 East Pine Street, Suite 110, Orlando, FL 32801
Website: MemorialCrystals.com
Phone: (516) MEMORY-4 or (516) 636-6794
Please include your order number, the name used on the order, a description of the issue, and clear photos when applicable.
Policy Updates
Memorial Crystals LLC may update this Refund / Exchange / Custom Order Policy from time to time. The updated version will be posted on this page with a revised effective date. The policy in effect at the time your order is placed will generally apply to that order, unless otherwise required by law.
Every Memorial Crystal is created with personal meaning, and we want your keepsake to be handled with the care it deserves. If something is not right, please reach out within 7 days of delivery so we can review it with you.