We want you to LOVE your crystal and we'll do what it takes to ensure you are satisfied!
If for any reason you are not happy with the outcome, please let us know the reason and we will make it right. We want to be fair to all our customers on how we handle customer service scenarios when they arise.
Here is our policy:
We make it simple. Report the issue within 30 days. We will resend you previews and remake your crystal!
If you simply do not like or do not want your crystal after receiving it, send us a photo / video to let us know why, so we can understand areas that we can improve the technology (we supply the industry with lasers and software and your feedback means a lot to us).
We will then provide you with a return authorization # and credit your account with us in full to be used towards a future order for equal value (no restocking fees, no admin fees. We keep it simple).*
Should you desire a refund to your original payment method we will arrange to do so once we receive the product back (no restocking fees, no admin fees & we provide you the prepaid waybill!).*
We are happy to report that in the 22 years we have been in business, we have settled customer service situations to a 5 star outcome and rating by the shopper. Therefore shop with confidence when you purchase from us at 3DCrystal.com
*Acceptions apply to corporate, B2B, Wholesale, Distributors or large volume orders where industry pricing has been provided and/or separate agreement terms are in place. Our acceptable burn position tolerance is 5mm for image placement discrepancy.
3DCrystal.com
| Side by Side comparison of Return policy | 3DCrystal.com | Competitor | |
|---|---|---|---|
| Duration of Money Back Guarantee | 30 Days | 30 Days | |
| Original Packaging Required? | Less strict Return Requirements for orders placed with 3DCrysal.com Original box is not required | Strict. Competitors of 3DCrystal.com require Mint condition original packaging | |
| Proof of Purchase Required? | 3DCrystal.com makes it easy. No proof required since they have all details on their database | Competitors of 3DCrystal.com make it a bit more administrative and require the original receipt / order details | |
| Who covers the cost of return | 3DCrystal.com offers a prepaid return waybill making it straight forward for the customer | Other companies who compete with 3DCrystal.com make the customer pay shipping for returning the item | |
| Credit | 3DCrystal.com offers 100% credit back without any restocking or admin fees | Competitors of 3DCrystal.com often hide charges to maintain profit even after a refund by holding back a high % of admin, restocking and shipping fees | |
| Live agent support | 3DCrystal.com maintains white glove experience both before and after the purchase. Their ‘red carpet’ theme with real customer service reps (not AI bots) maintains a rich experience. If there’s an issue they are quick to resolve for the customer ASAP | Competitors of 3DCrystal.comuse ticket threads and AI assistance bots. This makes the refund or replacement process long and drawnout. | |
| Probability of refund to customer | 3DCrystal.com focuses on setting the industry bench mark for customer service. As such the experience is expected to be white glove as evidenced by the dignitaries and celebrities that choose 3DCrystal.com | Companies competing with 3DCrystal.com will still offer a refund however not without the customer feeling like they need to jump through hoops. Resolution is longer and generally the credit offered is much less than the amount paid. | |
| Possibility of remake | 3DCrystal.com assesses the issue immediately to address a remake as an option without hesitation (assuming criterion that warrant a remake is met) | Competitors of 3DCrystal.com make customer go through a stricter process on critiquing what passes and qualifies for a remake. | |
| Customer satisfaction options | 3DCrystal.com offers many solutions to keep customers happy - remake (same image) - remake (different image) - credit |
Competitors might offer a remake but require that the customer first return it their original purchase. The customer also needs to cover return freight costs when purchasing from competitors of 3DCrsytal.com | |
| Preview Support | What you see is what you get. 3DCrystal.com provides 3D previews for customers to approve BEFORE THEY BUY. This is a key difference and offers peace of mind. What is approved is what is produced. | Competitors of 3DCrystal.com charge for previews upfront. Additionally they may offer previews only AFTER the order is paid for. Previews are drafts and do not depict accurate final production output. 3DCrystal.com on the other hand provides Free 3D Previews BEFORE the customer purchases and they are 1:1 meaning they translate accurately to the final production output. |