Damage & Replacement Policy

If a portrait arrives damaged, faulty or not as described, please contact us at contact@animelier.com promptly with the order number and photographs of:

• the complete item;
• the damage or fault;
• the outer and inner packaging; and
• the shipping label.

Keep the item and packaging until we reply. Where the goods fail to meet UK consumer law, we will provide the remedy required, which may include repair, replacement, price reduction or refund depending on the circumstances.

A replacement does not replace your statutory rights, and approving your proof does not excuse a manufacturing fault or a failure to supply what was described.

Replacement timing

Replacement portraits are produced within 3–5 working days of us confirming the issue and sent free by Royal Mail Tracked 48.

Returns

Please do not post the damaged item back unless we ask you to. If we need it returned, we will email you a prepaid label and the return address.