Terms of service

Who we are and what these terms cover

These terms apply when you order an engraved crystal from Aurora Crystal Co., Ltd. through Aurora Crystal. By submitting an order you accept them.

Placing an order

Submitting the order form is a request, not yet a contract:

• Your dedicated agent first confirms the specification, the final price and the delivery details with you.
• The contract is formed when you approve that confirmation and pay.
• Only then do we start cutting, engraving and shipping.

Prices, currency and payment

• Prices are shown in USD and include the engraving work and any base or gift box described in the specification.
• You can pay online with PayPal or a credit card. Bank transfer is available if your agent offers it.
• Because every piece is made to order, production starts only after the payment has arrived.
• We may adjust prices at any time, but never after you have paid.

Your photo and your rights

• The copyright in your photo stays with you. By sending it you give us permission to use it for one purpose only: producing your order.
• Please send only images you are entitled to use. If other people are recognisable in the picture, you confirm that you have their permission.
• We never publish your photo or your finished piece unless you agree in writing.
• Photo quality sets the limit: sharp, front-facing, well-lit images engrave best. We cannot reproduce detail that is not in the original.

Proof and approval

• Before production we send a free 3D proof for your approval.
• Check names, dates and spelling carefully — once you approve the proof, we engrave exactly what it shows.
• Changes requested after approval can delay the order or add a charge.

Production and delivery

• The lead time shown on each product page counts working days from the moment payment has arrived and you have approved the proof.
• We ship worldwide with a tracked service and send you the tracking number.
• Transit time depends on the carrier and on customs in your country; those are outside our control.
• Please give a complete and correct address. If a parcel comes back because the address was wrong or nobody accepted it, you bear the cost of resending it.

Customs and import duties

Any import duty, VAT or customs handling fee charged by your country is not included in our prices and is payable by you. We declare parcels accurately and cannot mark an order as a gift or understate its value.

Custom items and your right to cancel

• Every piece is engraved to your specification, which makes it a personalised item. Under EU consumer law personalised goods are exempt from the 14-day right of withdrawal.
• You can cancel at any time before production starts, and we refund everything you have paid.
• Once engraving has begun the order can no longer be cancelled.

If something is wrong

• If your piece arrives damaged, or does not match the proof you approved, contact your agent within 14 days of delivery and include photos.
• We will re-engrave and resend it, or refund you — your choice.
• This is in addition to your statutory rights.

Handmade crystal: what is normal

• Cutting and polishing are done by hand. Tiny bubbles, faint polishing marks and a dimensional tolerance of about ±1 mm are normal and are not defects.
• The engraving inside crystal shifts slightly with the light and with the background behind it. That is how the technique works, not a fault.

Our content and our liability

• The photographs, text and layout of Aurora Crystal belong to us and may not be copied for commercial use.
• We are responsible for producing and shipping your order as described. We are not liable for indirect losses such as missed deadlines or lost profit.
• Our total liability for any order is limited to the amount you paid for that order.

Changes, law and contact

We may update these terms from time to time; the version in force is the one published here when you place your order.

These terms are governed by the laws of the country in which our company is registered, without affecting the statutory consumer rights you have where you live.