Return Policy

At Artastic Lab, we want you to be happy with every piece you order from us. Because most of our products are personalized and made to order using laser engraving on materials such as crystal, wood, acrylic, glass, and metal, our return and refund process works a little differently than a typical retail store. We ask that you please read this policy carefully before placing your order so you fully understand your options should an issue arise.

Since each personalized item is created specifically for you based on the photo, name, date, text, or design you provide, we are unable to accept returns or exchanges simply because you changed your mind after production has begun. Personalized and custom engraved products are considered final sale once production starts, because the materials have already been cut, engraved, and prepared according to your specific order. This policy allows us to keep our prices fair for every customer, since custom materials cannot be resold or reused once they have been personalized for someone else.

We understand that plans change, so if you need to cancel or modify your order, please contact us as soon as possible after placing it. We are able to cancel or adjust orders that have not yet entered production, which is typically within twelve to twenty four hours of the order being placed, depending on how quickly our production team begins working on your item. Once your order has moved into production, we are no longer able to offer a cancellation or change, because the engraving process has already begun on your specific piece. We recommend double checking all spelling, names, dates, and uploaded images carefully before completing your purchase to avoid any need for changes later.

For many personalized products, our team will send a digital proof of your design for your review and approval before production begins. Once you approve this proof, you are confirming that all text, spelling, and images are correct and exactly as you would like them to appear on the finished product. Artastic Lab is not responsible for errors in spelling, dates, names, or image quality that were present in a proof you approved, since production begins only after your confirmation. If you notice a mistake after approving your proof but before production has started, please contact us immediately so we can attempt to make the correction in time.

While personalized items are not eligible for return simply due to a change of mind, we absolutely stand behind the quality of our work. If your item arrives damaged, defective, or does not match the design you approved due to an error on our part, we will gladly make it right. Please contact our customer service team within seven days of receiving your order and include your order number, a description of the issue, and clear photos of the item and its packaging. Our team will review your claim promptly and, once confirmed, we will offer a replacement of the item at no additional cost to you or a full refund, depending on the situation and your preference. In most cases involving damaged or defective items, you will not be required to ship the item back to us, though we may occasionally request additional photos or information to process your claim.

If we happen to offer any non personalized or ready made stock items on our website, those items may be returned within fourteen days of delivery, provided they are unused, in their original condition, and in the original packaging. To initiate a return of this kind, please contact our support team first to receive return instructions and a return authorization, as items sent back without prior authorization may not be accepted. Customers are responsible for the cost of return shipping on non personalized items unless the return is the result of our error, such as sending the wrong item. Once we receive and inspect the returned item, we will process your refund to the original payment method within five to ten business days. Please note that original shipping charges are non refundable except in cases where the return is due to our mistake.

If you would like to exchange a personalized item for a different design, size, or product, this is generally treated as placing a brand new order rather than a traditional exchange, since each item is custom made for you. If your original item was damaged, defective, or incorrect due to our error, we will work with you directly to arrange a suitable replacement or exchange at no extra cost.

To request a return, refund, or replacement, please reach out to our customer support team through the contact page on our website or by email, including your order number and a brief explanation of your request. Our team typically responds within one to two business days with clear next steps. We genuinely care about your experience and will always do our best to find a fair solution if something goes wrong with your order.

Please note that any items marked as final sale, clearance, or discounted beyond a certain threshold at the time of purchase are not eligible for return or refund unless the item arrives damaged or defective. We reserve the right to update this Return Policy from time to time, and any changes will be posted on this page with a revised date. We encourage you to review this policy whenever you place an order so you understand your rights and our process.

We also want to be transparent about a few situations that customers sometimes ask about. If a package is marked as delivered by the carrier but you have not received it, please contact us right away so we can help you file a claim with the shipping carrier and look into the matter together. If your order arrives with the wrong personalization because of an error you made when submitting your details, such as a misspelled name or an incorrect date that was not caught during proof approval, we may be able to offer a discounted remake at our discretion, though this is handled on a case by case basis rather than as a guaranteed remedy. If you ordered multiple items and only one arrives damaged or defective, we will only replace or refund the affected item rather than the entire order, unless the remaining items are part of a matching set that cannot reasonably be separated.

We also ask customers to inspect their order as soon as it arrives, since claims for damaged or defective items are much easier for us to resolve quickly when reported within the seven day window mentioned above. Keeping the original packaging until you have confirmed everything is correct can also help speed up the claims process if an issue does come up. Thank you for supporting Artastic Lab and for trusting us to create a meaningful, personalized piece for you or your loved ones. We truly appreciate your business and are always here to help if you have any questions before or after your purchase.