Refund policy

Personalized items are final sale. Every crystal is engraved to order with your photo and text, so we cannot accept returns or exchanges for change of mind, for a size or style you chose, or for content you supplied (including spelling in text you entered or photos you uploaded).

Cancellations
Orders cannot be cancelled once placed. Every crystal is made to order, so production is scheduled as soon as you check out. Please check your photo, size, text and shipping address before you place your order.

3D Proof Review
If you tick "3D Proof Review" while you customize, we email you a 3D proof before engraving. You have 3 days to approve it or ask for changes. If we do not hear from you within 3 days, the proof is approved automatically and production starts. Choosing a proof may add a few days to delivery. After a proof is approved, whether by you or automatically, we cannot change the design or accept a return because of how it looks.

30-Day Guarantee: Damaged, defective, or wrong items
We will make it right if your crystal arrives:

  • broken, chipped or cracked in transit;
  • with an engraving defect we caused, such as a missing section or a clearly misplaced image;
  • different from what you ordered (wrong shape, size, base or design);
  • different from the 3D proof you approved.

To make a claim:

  1. Email info@redmooseonline.com within 30 days of delivery. Include your order number.
  2. Attach clear photos of the crystal, the damage, the inner packaging and the shipping box with its label.
  3. Keep all the packaging until your claim is settled, because the carrier may need to inspect it.

Once we have confirmed the claim, we will remake and reship your crystal free of charge. If a remake is not possible, we will refund you to your original payment method. We do not usually need the damaged item back. If we do, we will send you a prepaid return label.

What is not a defect
Crystals engraved with a laser inside the glass have some normal traits:

  • tiny air bubbles or specks in the glass;
  • a white or frosted look to the engraving;
  • slight differences in depth or placement compared with the on-screen preview;
  • a 3D effect that depends on the quality of the photo you supplied.

A low-resolution, blurry or dark photo gives a less detailed engraving.

Refunds
Approved refunds go back to your original payment method within 5-10 business days. Your bank may take longer to post them.

Your legal rights
This policy does not limit any rights you have under consumer protection law, including British Columbia's Business Practices and Consumer Protection Act and, for Quebec customers, the Consumer Protection Act.

Questions? Email info@redmooseonline.com.