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Returns & Refund Policy

Return of Faulty Goods:

If a product is faulty in any way, then you can return it within 14 days. Please email our Customer Services Department at enquiries@3dphotocrystalgift.co.uk upon receipt of the product quoting your name or order number. A Customer Services representative will then talk you through the returns procedure which can often be eased by providing a digital image of the fault (along with a clear description of the problem) in an email to our customer support team. In many cases, remedy action can be taken as soon as substantiation of the claim is clear via email.

If the fault cannot be verified over the phone or email, the item may be required to return to us for inspection before a determination can be made as to the state of the product. The address to return any faulty item to is: Giftware Solutions Ltd. 22 Burgh Old Rd. Skegness. Lincs. PE25 2LN 

Please do not send your products back to Photo Genius without contacting a member of our team first. May we remind you to review the terms that you agreed to at time of purchase which are on our web site if purchased online.

We are determined that you should be a happy customer and we put in huge efforts to produce the best items we can, but human error may occasionally surface. If you are unsatisfied, raise your concern. Please note we work in accordance with these provisions:

Non-faulty goods. We cannot accept returns of Non-Faulty goods because the products have been personalised or customised specifically for you and are exempt from cancellation rights. However if you have purchased on the website in error and immediately contact us we may in some cases be able to cancel and refund your order but because of the personalised nature of our products this may not be possible if we have started the production process.  

To return faulty goods you need to firstly contact a member of our Customer Services by email at enquiries@3dphotocrystalgift.co.uk  Please send written notice and return the product to Photo Genius. 

We will only acknowledge returned goods if they are sent using Royal Mail tracked delivery so you have proof of delivery. We will email you a postage label which you can print off and attach to your package if we have agreed by email that the item is damaged or faulty. In some cases we may agree to refund your item and for you to keep the item. In other cases where it is not possible to verify over the internet whether the item is faulty or not then you will need to post the item back at your cost. However if it is then discovered to be faulty a refund for the postage will be given. 

It is only when we receive the item in its original state, that Photo Genius will redo,refund or recommend remedy for a faulty item. Please note if the product is not in an unused condition then we will not be able to offer you a remedy save for faulty workmanship which we may repair.

We offer a 6 month warranty on products where we would exchange a product. This mainly applies to light bases and clock mechanisms which have working parts. These must be sent back to us for testing at the customers expense before we can clarify whether these is a fault or not.

Timeframe for refunds. Your credit or debit card will be refunded. This usually take between 3 and 7 days depending on the bank or financial institution used.  

Where there is minor fault we may suggest an alternative remedy.

It is rare that problems occur!