REFUND AND RETURNS POLICY

When you trust us with your precious photos, we don’t take that responsibility lightly. Your order is always covered by our 15-Day Money Back Guarantee, which means that we’re prepared to make it up to you if you’re not satisfied! Contact us at support@avagifts.net and we’ll either remake your item or send you a refund.

We ONLY accept returns in their original packaging. Please surely return the items in the same condition as when you received it. 

15-Day Money Back Guarantee: Returns are accepted within 15 days of delivery. After that, we won’t be able to offer you a refund or remake your item. 

Proof of purchase needed. The easiest way - Print out your email receipt and include it with your return. 

You will take responsibility for covering the cost of your return. 

Please note: For more information on Returns, Exchanges, Damaged Items, Cancellations, and Gift Cards, please see our Terms and Conditions of Sale.

All returns must be shipped to our factory address as requested.

Cancellations

AVAGifts Co work hard to create your custom crystal as quickly as possible without sacrificing attention to detail. This means that if you want to cancel your order, you’ll need to let us know ASAP. That way, we can stop production before we get too far. Email us at support@avagifts.net and let us know the reason for cancellation, and stop your order. If your order is ready to ship or partially ready when we receive your request, we may not be able to cancel it. 

Refunds

Once we receive your return, we will notify you by email. If approved, your refund will be processed to your original payment method, which may take several days.

We may issue only a partial refund for items not in their original condition.

Fees for expedited shipping options are non-refundable.

If it has been 7 – 12 days since your refund was approved and you still haven’t received it, check with your credit card company and bank. They may be able to offer you more information about why your refund hasn’t been processed yet. If they aren’t able to help, contact us at support@avagifts.net and we’ll do our best to solve the problem.

Damaged Items

Sometimes accidents can still happen though we do our best to ensure the safety of your item in transit. If you receive a damaged crystal in the mail, we may be able to remake it. Here’s what needs to happen on your end. 

Notify as soon as it arrives. You’ll have 48 hours to notify us of any damage. The sooner you examine your crystal, the more likely it is that we’ll be able to help you if anything is wrong. 

Photos of the damage must be sent. We’ll need to assess the condition of your item. We’ll also need to see pictures/ video of the packing materials and shipping container it arrived in. You can email your photos to us at support@avagifts.net. 

Contact us within 48 hours of delivery. Our customer service team will be available to support you.

Missing Packages

The first thing you should do is checking its status online when your package doesn’t arrive by its estimated delivery date. You can enter your tracking number here to see if your item is still in transit. If tracking claims your package was delivered, check with your neighbors and make sure it wasn’t dropped off at the wrong address. 

Make sure that there is no possibility of a shipping delay or misdelivery, email support@avagifts.net within 48 hours of the date you should have received your package. We may be able to locate your package or remake your item.

Remakes

We may be able to remake your crystal If there’s something wrong with it when you receive it. Send us a picture of the item at support@avagifts.net and let us know what needs to be changed. Once we receive your request, we’ll let you know by email whether or not we’ll be able to remake your crystal. 

Because all our products are custom made, we can only remake an item if something is wrong with it. This does not include any changes to your image in order to enhance the appearance of your 3D engraving.