Return and Refund Policy
Last updated: October 23, 2026
We want you to love your crystal. Because every piece is personalized, here’s how we handle damaged items, remakes, refunds, cancellations and missing packages.
At a glance
- Made just for youPersonalized items can’t be returned or exchanged for a change of mind.
- Damaged? Tell us within 7 daysEmail photos within 7 days of delivery and we’ll make it right.
- Remake or refundFor damage, defects or our mistakes, we remake your crystal or refund you.
- Return shipping on usIf we need the item back for a claim, we cover the return shipping.
- Cancel before productionChanges and cancellations are possible until we start your crystal.
How to report a problem
- Inspect right away Open your package as soon as it arrives and check your crystal closely.
- Email us within 7 days Send your order number and photos of the item, box and packaging to hello@launx.com.
- Keep everything Hold on to the crystal and packaging until your claim is resolved unless otherwise directed.
- Remake or refund Once we confirm the issue, we remake your crystal or refund your original payment method.
Important deadlines
1. Personalized orders
Every crystal is personalized just for you, so we can’t accept returns or exchanges if you change your mind or are unhappy with something you provided, such as your photo choice or the text you entered. Please review your photo, text, shape and size carefully before placing your order.
2. Damaged, defective or incorrect items
We will make it right if your order:
- arrives broken or damaged,
- has a manufacturing defect, or
- doesn’t match your order because of our mistake (for example, the wrong photo, text, shape or size).
Please email hello@launx.com within 7 days of delivery with your order number and photos of the item, the shipping box and the packaging. Please keep the item and packaging until we’ve resolved your claim. We may ask you to return the item; if so, we’ll send you instructions and cover the return shipping. Once we confirm the issue, we’ll remake your item or give you a refund.
3. Crystal remakes
If something is wrong with your crystal, please let us know as soon as you receive it, and no later than 7 days after delivery. Email hello@launx.com with your order number, a photo of the crystal against a dark background (this makes the engraving easy to see), and a short description of the issue. We’ll review it and get back to you.
Optical crystal may contain tiny natural characteristics such as minute bubbles or slight variations. These are normal and are not considered defects unless they significantly affect the appearance of your design.
4. Refunds
If your claim is approved for a refund, it will be sent to your original payment method, and you’ll receive an email notification when it has been submitted. If we’ve asked you to send the item back, the refund is issued once we’ve received and inspected it. Standard bank processing times still apply, so it may take a few business days for the refund to appear on your statement.
5. Cancellations and changes
Because production begins quickly, changes and cancellations are only possible before we begin designing or engraving your crystal. Email hello@launx.com with your order number as soon as possible. If production hasn’t started, we’ll update or cancel your order and refund you in full. Once production has begun, we can’t cancel or change a personalized order.
6. Missing packages
Once a package leaves our facility, it’s largely in the hands of the carrier, so please keep an eye on your tracking information and follow it closely.
If your tracking shows delivered but the package isn’t in your mailbox or on your doorstep, check with neighbors and anywhere else it may have been left, such as a side door, front desk or mail room. If you still can’t find it, contact us at hello@launx.com within 7 days of the delivery date shown in tracking, and we’ll work with you and the carrier to help locate it.
7. Contact us
Questions about an order, a damaged item or a refund? We’re happy to help.
- Email: hello@launx.com
- Mail: LAUNX LLC, 7573 Santa Rita Circle, Stanton, CA 90680
This policy is part of our Terms and Conditions.