Return & Refund

Welcome to Prismuse! In our online store, we are honored to offer customized K9 crystal gifts tailored to your unique preferences. Thank you for trusting us, and we would like to clarify our return and refund policy to ensure you have a clear understanding of the services we provide.

1. Customization and Order Confirmation
Customized products cannot be resold. As our products are meticulously crafted based on the specific content you provide (including photos and text uploaded by you), returns and refunds will not be allowed once the order is confirmed. Before confirming the order, you must carefully review the design and details of your order.

2. Lost, Damaged, or Incorrect Items
We understand that in rare cases, unforeseen circumstances may lead to items being lost, damaged, or incorrect during delivery. In such cases:
- Lost during shipment: We will promptly arrange for a reshipment at no additional cost or the need for a refund application.
- Tracking as delivered but you not received: This may be due to you not being at home or unable to receive the package. Pleae contact your local post office for verification as the package may be held there for redelivery.
- Damaged items: If you receive a damaged product, contact us within 7 days after receiving the package, providing photos of the damaged product. We will immediately reproduce and shipping to you for free.
- Incorrect products: If the wrong product is delivered, contact us within 7 days of receiving the package, providing photos of the incorrect product. We will verify the issue and make arrangements to have the correct item produced and delivered to you for free.
Packaging Deformation or Damage: Packaging boxes that are slightly crushed or damaged due to transportation are not covered under the scope of our return & refund policy.

3. Refund Process
As mentioned earlier, we do not offer refunds for confirmed custom orders. If you receive a damaged or incorrect product, contact us first, no need to apply for a refund, we will promptly arrange a reshipment for free. However, if it exceeds 7 days, we no longer provide after-sales support.

4. Malicious Refunds or Reshipment Requests
For the same customer or the same address, if there are two consecutive or moreor non-consecutive requests for reshipment, we have reason to think maybe we are being treated unfairly, so we will no longer cooperate with these customers anymore.

5. Contact Us
If you encounter any issues with your order, have questions about our products or services, or need assistance, our customer support team is ready to address your concerns. Please contact us and we will make every effort to ensure a positive resolution.

Thank you for choosing Prismuse for your crystal customized gifts. Your satisfaction is our top priority, and we are committed to providing you with outstanding products and services.