Last updated: 27 October 2026
This policy explains when you can cancel an order, and when you can get a replacement or a refund, from 3D Crystals.
3D Crystals is a trading name of TUTTO PRINT LTD, a company registered in England and Wales under company number 12506789. Our registered office is at Tutto Print, 49 Palace Gardens, Enfield, England, EN2 6SN.
Please read this policy together with our Terms and Conditions.
1. When you can get a refund
You can get a full or partial refund if:
- we cancel your order or cannot supply what you ordered;
- you have been charged twice or charged the wrong amount;
- your item is faulty, damaged, not as described or not what you ordered;
- your crystal is clearly different from the photo, text or options you approved, because of a mistake we made;
- you cancel an item that is not personalised, such as a light base, within the 14-day cancellation period (see section 5);
- a replacement has failed, is not possible, or cannot be made within a reasonable time;
- we have agreed in writing to give you a refund; or
- the law otherwise gives you the right to a refund.
The right remedy depends on what has happened. It may be a replacement, a partial refund or a full refund.
2. Personalised crystals
Every crystal is made to your specification, using the photo, text and options you choose.
Under the Consumer Contracts Regulations 2013, personalised goods are not covered by the usual 14-day right to cancel. This means we cannot give a refund for a correct, undamaged crystal just because you have changed your mind or no longer want it.
This does not affect your rights if your crystal is faulty, damaged, not as described, or not made as you ordered. Under the Consumer Rights Act 2015, you are still protected in these cases.
3. Cancelling before we start
If you want to cancel, email us at info@3dcrystals.co.uk as soon as possible. Orders are usually despatched the same day, so please contact us straight away.
If we have not yet started making your order, we will cancel it and refund you in full.
Once we have started making a personalised crystal, we may not be able to cancel it because you have changed your mind.
4. Your photo, text and the preview
Before you order, please check your photo and the preview carefully, including:
- the photo you have chosen and its quality;
- the spelling of any names and text;
- dates;
- whether you want to keep or remove the background; and
- the product and size.
If we engrave your photo and text accurately, a mistake that was already in your design does not make the crystal faulty.
Your photo is engraved in greyscale (shades of grey), and the preview is a guide. Small differences between the screen preview and the finished crystal are normal and are not a fault.
This does not affect your rights if your crystal is clearly different from the design you approved because of a mistake we made.
5. Items that are not personalised
If you buy an item that is not personalised, such as a light base, you can cancel it within 14 days of the day you receive it, without giving a reason.
To cancel, email us at info@3dcrystals.co.uk within those 14 days. You must then send the item back to us within a further 14 days. We will tell you where to send it. You are responsible for the cost of returning it, unless it is faulty or wrong.
Please return the item in the condition you received it. You may handle it as you would in a shop to check it, but if its value is reduced because it was handled more than that, we may take this off your refund, where the law allows.
This section does not apply to personalised crystals.
6. Faulty, damaged or wrong items
If your order is faulty, damaged or wrong, please tell us as soon as you can. If it was damaged in transit, please tell us within 7 days of delivery.
Please send us:
- your order number;
- photos showing the problem, and photos of the packaging if it was damaged in transit;
- a short description of the problem; and
- which items are affected, if you ordered more than one.
We may ask you to send the item back if this is reasonably needed. If so, we will tell you how, and you will not have to pay to return a faulty or wrong item.
We will look into the problem and give you the remedy the law requires. Nothing in this policy takes away your legal rights.
7. Business customers
If you buy wholly or mainly for business purposes, the consumer cancellation rights in this policy do not normally apply. Refunds and cancellations will follow your order confirmation, our Terms and Conditions and the law.
Nothing in this section excludes a remedy that cannot lawfully be excluded.
8. How to ask for a refund
Email us at info@3dcrystals.co.uk.
You can also write to us at: Tutto Print, 49 Palace Gardens, Enfield, England, EN2 6SN. This is our registered office, not a shop, so please do not visit.
Please include:
- your full name;
- your order number;
- the date of your order;
- the reason for your request; and
- photos, where they help to show the problem.
9. How refunds are paid
We will refund you to the card you paid with.
We will process your refund without undue delay and within any time limit set by law. After we process it, your bank may take a few days to show it in your account.
If you cancel an item that is not personalised, we may wait until we receive it back, or until you show us that you have sent it, before we refund you, where the law allows.
10. Your legal rights
Nothing in this policy excludes, limits or replaces any of your legal rights as a consumer that cannot legally be excluded or limited.