Personalised items
Animorie pieces are made to your specifications from the photos and options you provide. Personalised and custom-made goods are generally not eligible for change-of-mind cancellation or return once customisation or production has begun.
Changing or cancelling an order
Contact support@animorie.com as soon as possible. If production has not started, we may be able to change or cancel the order, but this cannot be guaranteed.
If something is wrong
Your legal rights are not affected. If an item arrives damaged, is faulty, is not as described or is different from what you ordered, contact us within 30 days of delivery. Include your order number, a description of the issue, and clear photos of the item and packaging.
After reviewing the information, we will offer an appropriate solution, which may include a remake, replacement, repair, partial refund or full refund depending on the circumstances and your legal rights.
Our Likeness Promise
We know a keepsake of them has to feel unmistakably them. If the finished portrait doesn’t capture your pet the way you hoped, contact us within 30 days of delivery and we will redraw and remake your necklace once, free of charge.
This is separate from (and in addition to) our faulty or damaged coverage. One free remake per order; standard production time applies.
Return instructions
Do not send returns to our registered office. It is an office and cannot receive returned goods. Wait for written approval and the correct return instructions from our support team. Unauthorised returns may be refused or lost.
For a confirmed faulty, damaged or incorrect item, we will cover reasonable standard return costs where a physical return is required. For any return accepted outside those circumstances, the agreed return cost and conditions will be confirmed before you send the item.
Refund timing
Approved refunds are issued to the original payment method. Once processed by us, banks and payment providers commonly take 5-10 business days to display the funds. Original expedited shipping charges are not refundable unless the service was not provided or the law requires otherwise.
This policy does not limit any mandatory consumer rights that apply to you.