Refund policy

We want you to love your order. Here's everything you need to know about returns, refunds, and what happens if something goes wrong.

Personalised Items

Because our prints are made to order with your custom details (names, dates, messages, etc.), personalised items are non-refundable and cannot be exchanged unless they arrive damaged or defective. This is in line with the UK Consumer Contracts Regulations 2013, which states that the right to cancel does not apply to goods made to the consumer's specifications.

By placing an order for a personalised item, you agree to these terms. We encourage you to double-check all personalisation details before completing your order.

Non-Personalised Items

For standard, non-personalised items (e.g., frames purchased without artwork), you have 14 days from delivery to request a return. To be eligible:

  • The item must be unused and in its original condition
  • It must be in the original packaging
  • You'll need your receipt or proof of purchase

Please contact us at support@animaprints.co.uk before sending anything back — do not return items to the manufacturer directly.

Damaged or Defective Items

We take great care packaging your order, but accidents can happen in transit. Here's our promise:

  • If your order arrives damaged, email us at support@animaprints.co.uk within 48 hours of delivery with photos of the damage
  • We will respond within 24 business hours
  • We will re-ship your order free of charge
  • If after two re-shipments the parcel still arrives damaged, we will issue a full refund

Shipping Costs for Returns

  • You are responsible for return shipping costs on non-personalised items
  • Shipping costs are non-refundable
  • If a refund is approved, the cost of original shipping will be deducted from the refund amount

How Refunds Work

Once we receive and inspect your return, we'll email you to confirm whether your refund has been approved. If approved, the refund will be processed within 3 to 5 business days and credited to your original payment method.

Haven't received your refund?

  1. Check your bank account again
  2. Contact your credit card company — it can take time for refunds to appear
  3. Contact your bank, as there is often a processing delay
  4. If you've tried all of the above, email us at support@animaprints.co.uk and we'll look into it

Sale Items

Items purchased at a discounted price or with a discount code can only be refunded if they arrive faulty or damaged. Regular-priced items follow the standard policy above.

Questions? Email us at support@animaprints.co.uk — we aim to reply within 24 hours.