Refund policy

At Crystal Citizen, we highly value your trust and are committed to ensuring your complete satisfaction with your purchase. Due to the personalized nature of our products, we have established specific guidelines to protect the quality and exclusivity of our offerings. Please carefully review our return policy below:

Refund Policy

We are confident that you will love your portrait, which is why we offer a 100% satisfaction guarantee.

For custom portrait orders, once the final version is approved (including couple photos and digital artwork), we cannot issue refunds unless the artwork is damaged or incorrect. We offer unlimited revisions until you are fully satisfied with your portrait.

We will contact you within 1-3 days of your order to confirm the proof.

Please note, we cannot offer refunds under the following circumstances:

• After you have approved the proof and subsequently change your mind, whether before or after the portrait is delivered.

• If you expected the artwork to be hand-painted. All our portraits are digitally created based on the photos you provide.

Note: Revisions are based on your requirements. If you request additional changes (e.g., a different style), extra fees may apply.

Damaged or Incorrect Artwork

Please inspect your artwork upon delivery. If you receive damaged or incorrect items, please contact us within 48 hours of receiving your order. Email us at support@crystalcitizen.com with photos of the incorrect or damaged items (including the packing slip). We will arrange an express replacement and resolve the issue promptly.

Return Policy

Due to the personalized nature of our products, we are unable to offer returns or exchanges. Each artwork is custom-created just for you. However, if there is an issue with your order, please do not hesitate to contact us at support@crystalcitizen.com, and we will work with you to resolve it.

Please note: Your artwork is created based on the photo you upload. If your photo does not meet our quality standards, we will contact you to request a replacement image. If the quality of the photo is too low or does not meet our guidelines, we cannot guarantee the final result.

For more information, please refer to our Photo Guidelines.

Exchange Policy

At this time, we do not offer exchanges. If you are unsure which size is right for you, please refer to our Size Guide.

While rare, there may be instances where an item you receive is mislabeled. If this happens, please contact us within 48 hours of receiving your order. Include your order number and photos of the mislabeled item, and we will either send you the correct product or issue a refund.

Refund Issues

If you have not yet received your refund, please follow these steps:

1. Double-check your bank account to confirm whether the refund has been processed.

2. Contact your credit card company, as it may take some time for the refund to appear.

3. Contact your bank, as there can be delays in processing refunds.

4. If you have followed these steps and still haven’t received your refund, please reach out to us at support@crystalcitizen.com.