Effective: 2 March 2026
Each Prismforge crystal is custom-engraved to your exact specifications. Please read this policy carefully before placing your order.
Because every crystal is made specifically for you, we are unable to offer refunds or exchanges for change of mind once an order has been confirmed and payment received. This is standard practice for custom-made goods under Australian Consumer Law.
Our live crystal preview tool lets you see exactly how your engraving will look before you order. By placing your order, you confirm that you have reviewed and approved your crystal preview. Minor variations in contrast, brightness, and text positioning are normal due to the nature of laser engraving in crystal — these are not considered defects.
If your crystal arrives damaged, we will replace it at no charge. Please contact us within 48 hours of delivery with your order number and photos of the damage at orders@prismforge.com.au. We'll arrange a replacement immediately.
If you believe the engraving quality falls significantly short of what was shown in your preview, contact us within 7 days of receiving your order. We'll assess the issue and work with you to find a fair resolution — this may include a re-engrave or partial refund at our discretion.
If we engrave the wrong name, date, or text due to an error on our part, we will re-engrave and ship a replacement at no cost to you.
Nothing in this policy limits or excludes your rights under the Australian Consumer Law. You are always entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Questions about your order? We're here to help.