Custom & Made-to-Order Terms
Custom & Made-to-Order Terms
Effective Date: August 2026
These Custom & Made-to-Order Terms ("Custom Terms") apply to products manufactured, modified, selected, assembled, engraved, branded, packaged, or otherwise prepared according to customer-specific requirements by or through Crystallode.
These Custom Terms apply together with the applicable quotation, Proforma Invoice, Order Confirmation, approved sample, specification, artwork, and other documents expressly incorporated into the order. Nothing in these Custom Terms limits rights that cannot legally be excluded.
1. Scope
Custom or made-to-order products may include crystal carvings, jewelry, beads, mineral products, private-label goods, custom packaging, engraved products, special dimensions, selected grades, special finishes, and other products prepared to customer specifications.
2. Order Confirmation
A custom order becomes binding when Crystallode accepts the order through an Order Confirmation, accepted invoice, cleared payment where payment constitutes acceptance, or another written confirmation reasonably showing agreement.
3. Customer Specifications
The customer is responsible for providing complete and accurate requirements, including where applicable material, dimensions, quantity, grade, color range, finish, hole size, design, logo, artwork, packaging, labeling, and destination-market requirements.
4. Approval Before Production
Production may require customer approval of one or more of the following:
- Specifications;
- Drawings;
- Samples;
- Photographs or videos;
- Artwork;
- Packaging proofs;
- Color or material references.
The customer should review approvals carefully before production begins.
5. Samples and Prototypes
Samples or prototypes may be charged separately. An approved sample may establish a reference standard for characteristics reasonably capable of being represented by that sample.
Natural materials and handmade production may still result in reasonable variation between the approved sample and mass-produced units.
6. Natural Material Variation
Natural crystals, gemstones, minerals, stone, shell, and similar materials inherently vary in color, tone, transparency, inclusions, veins, patterns, texture, crystal structure, surface characteristics, weight, shape, and dimensions.
Natural characteristics within the agreed grade, specification, approved reference, or commercially reasonable tolerance are not defects.
7. Handmade and Production Variation
Hand-cut, hand-polished, carved, assembled, drilled, or otherwise handmade products may have reasonable differences between individual units.
This provision does not permit products to materially depart from expressly agreed specifications.
8. Tolerances
Where a specific tolerance is stated in writing, that tolerance applies. If no tolerance is expressly agreed, commercially reasonable tolerances appropriate to the material and production method will apply.
9. Color, Pattern and Grade Matching
Exact matching of natural color, pattern, inclusions, transparency, or mineral structure is not guaranteed unless a specific measurable standard has been expressly accepted in writing.
Grade descriptions should be interpreted according to the written specification or approved reference for the relevant order and are not universal gemological standards unless expressly identified as such.
10. Quantity and Weight
Custom orders may be sold by piece, set, kilogram, strand, package, carton, or another agreed unit. The applicable sales unit is the one confirmed in the order documents.
For goods sold by weight, individual piece counts may vary within the agreed product specification.
11. Minimum Order Quantity
Custom production may require a minimum order quantity (MOQ). MOQ may vary according to product, material, tooling, packaging, supplier, and production method.
12. Quotations
Custom quotations may include product price, MOQ, development cost, tooling, packaging, service charges, freight, payment terms, lead time, and quotation validity.
Unaccepted quotations may be revised if material costs, exchange rates, supplier pricing, customer requirements, or other relevant commercial conditions change.
13. Payment
Payment requirements are determined by the applicable quotation, invoice, or Order Confirmation and may include full prepayment, a deposit followed by balance payment, or another expressly agreed arrangement.
Production is not required to begin until required payment and approvals have been received.
14. Deposits
Where a deposit is required, it may be applied toward materials, production reservation, tooling, supplier commitments, packaging, development, or other approved project costs.
If an order is cancelled after non-recoverable costs have been incurred, Crystallode may deduct reasonable and documented non-recoverable costs from amounts otherwise refundable, subject to applicable law.
15. Tooling, Molds and Development Costs
Tooling, molds, dies, prototypes, printing plates, artwork setup, CAD work, development, and similar costs are allocated as stated in the applicable quotation or Order Confirmation.
Payment of a tooling or development charge does not automatically transfer ownership of tooling, manufacturing know-how, design files, or intellectual property unless expressly agreed in writing.
16. Customer-Provided Artwork and Intellectual Property
If the customer supplies logos, trademarks, artwork, designs, packaging, photographs, text, or other protected materials, the customer represents that it has the right to authorize their use.
Crystallode may use such materials only as reasonably necessary to perform the custom order, unless otherwise agreed.
17. Third-Party Intellectual Property
Crystallode will not knowingly reproduce counterfeit or unlawfully copied branded goods.
Unless a separate intellectual-property clearance service is expressly agreed, Crystallode does not provide a legal opinion that a customer design or requested product is free from all third-party rights.
18. Material Availability
Natural materials and components may become unavailable or materially change in price before production commitment.
Crystallode will not intentionally make a material substitution after confirmation without customer approval where the substitution materially affects the agreed product.
19. Changes Requested by the Customer
Changes requested after order acceptance are subject to written approval and may affect price, MOQ, tooling, production time, packaging, and delivery.
Changes may be refused where production or other irreversible work has already begun.
20. Production Lead Time
Production lead times are estimates unless expressly guaranteed in writing.
Lead time generally begins after all required payment, specifications, artwork, samples, and approvals have been received.
21. Customer-Caused Delay
Delay in providing approvals, payment, artwork, specifications, packaging information, shipping instructions, or other required information may extend the production and delivery schedule.
22. Production Updates
Where commercially appropriate, Crystallode may provide progress photographs, videos, samples, inspection records, or other updates. Such updates do not replace the agreed inspection standard unless expressly stated.
23. Quality Control
Quality-control procedures may include checks of product identity, quantity, dimensions, weight range, visible workmanship, visible damage, packaging, and comparison with agreed specifications.
The scope depends on the product and the requirements confirmed for the order.
24. Inspection Limitations
Routine commercial inspection does not automatically include laboratory analysis, gemological certification, chemical testing, destructive testing, regulatory certification, or detection of hidden defects.
Special testing or certification must be agreed separately where required.
25. Pre-Shipment Approval
If the customer approves a final sample, batch photographs, videos, inspection report, or other pre-shipment evidence, that approval may serve as evidence of conformity for characteristics reasonably visible or measurable from the approved material.
Approval does not waive a legitimate claim for a latent or material non-conformity that could not reasonably have been detected during approval.
26. Packaging and Private Label
Custom packaging, private labels, inserts, barcodes, cartons, retail-ready packaging, or special protective packaging must be confirmed before production or packing.
Special packaging may affect cost, minimum quantities, production time, package dimensions, and freight.
27. Destination-Market Requirements
The customer should inform Crystallode before production commitment of material destination-market requirements, including required labeling, testing, certification, composition, packaging, safety, or import requirements.
Each party remains responsible for legal obligations that applicable law specifically places on that party.
28. Shipping
Shipping arrangements are governed by the applicable Shipping Policy, quotation, Order Confirmation, and agreed delivery term.
For commercial orders, the applicable Incoterm and named place should be identified in the transaction documents where an Incoterm is used.
29. Incoterms® 2020
Where an Incoterm is specified, it shall be interpreted according to Incoterms® 2020 published by the International Chamber of Commerce, unless another version is expressly agreed.
30. Cancellation Before Production
A customer may request cancellation before production or irreversible procurement begins. Any refund will be determined after deducting properly earned service charges and reasonable non-recoverable costs already incurred, where legally permitted.
31. Cancellation After Production Begins
Custom or made-to-order products are produced specifically for the customer. Once cutting, carving, drilling, assembly, printing, engraving, branding, special procurement, custom packaging, or other irreversible work has begun, cancellation may be refused or may be accepted only subject to recovery of reasonable non-recoverable costs.
32. Returns for Change of Mind
To the extent permitted by applicable law, custom, personalized, or made-to-order products are generally not returnable solely because the customer changes its preference after production in accordance with approved requirements.
Mandatory consumer rights and legitimate claims for non-conforming goods remain unaffected.
33. Claims for Non-Conformity
If a product materially fails to conform to the agreed specification, approved sample, or Order Confirmation, the customer should notify Crystallode promptly and provide reasonable supporting evidence.
For B2B customers, visible issues should normally be reported within 7 calendar days after delivery where reasonably practicable. Failure to report within that period may affect the ability to verify a claim but does not waive rights that cannot legally be excluded.
34. Evidence for Claims
Crystallode may reasonably request the order number, product photographs, videos, packaging photographs, shipping labels, measurements, quantity records, or other evidence necessary to investigate a claim.
35. Remedies
Where a material non-conformity is confirmed, available remedies may include repair, replacement, resupply, credit, partial refund, or refund for the affected goods, depending on the circumstances and applicable law.
A defect affecting only part of an order does not automatically entitle a business customer to reject unaffected conforming goods.
36. Commercial Use and Resale
Business customers are responsible for representations they independently make when reselling custom products, including medical, therapeutic, origin, certification, performance, or other claims not expressly authorized by Crystallode.
37. No Medical or Therapeutic Guarantee
Crystal and mineral products are not supplied with a guarantee that they diagnose, treat, cure, or prevent disease. Customers remain responsible for ensuring their own marketing complies with applicable law.
38. Limitation of Liability for B2B Orders
To the maximum extent permitted by applicable law, Crystallode will not be liable for indirect, incidental, special, punitive, or consequential losses arising from a custom B2B order, including loss of anticipated profit, resale opportunity, revenue, business, or reputation.
Subject to liability that cannot legally be excluded or limited, Crystallode's aggregate liability arising from a particular custom B2B order will not exceed the amount actually paid to Crystallode for the goods or services giving rise to the claim.
39. Force Majeure
Neither party will be liable for delay or failure caused by events beyond reasonable control, including natural disasters, government restrictions, war, sanctions, epidemics, labor disruption, major supply-chain interruption, port closure, transportation disruption, or similar extraordinary events.
40. Order Documents and Priority
If documents conflict, a specifically negotiated written term for the individual order takes priority over these general Custom Terms.
Approved specifications, samples, drawings, artwork, and product-specific written requirements take priority over general website descriptions for the relevant custom order.
41. Governing Law and Disputes
Unless the applicable Order Confirmation expressly states another arrangement, the governing law and dispute forum for a B2B custom order will be determined by reference to the seller identified in the applicable quotation, invoice, or Order Confirmation and the dispute provisions incorporated into that transaction.
The parties should first attempt in good faith to resolve commercial disputes through direct negotiation. Mandatory consumer protections remain unaffected where applicable.
42. Amendments
Changes to a confirmed custom order must be agreed in writing.
Crystallode may update these general Custom Terms for future orders. An updated website version does not retrospectively alter an already confirmed order unless both parties agree or applicable law requires the change.
43. Language
If these Custom Terms are translated into another language, the English version will prevail in the event of inconsistency unless the applicable Order Confirmation expressly provides otherwise or applicable law requires another result.
44. Contact
Questions, approvals, claims, and notices relating to custom orders should be submitted through the official Crystallode contact information or the established business communication channel used for the relevant order.