Returns & Refunds Policy

Change of mind

The Gallery Pet Portrait is created from the customer's photograph and frame selection. The statutory cooling-off right for distance purchases generally does not apply to goods made to the consumer's specifications or clearly personalised. We therefore do not ordinarily accept a change-of-mind return once personalisation has begun.

If you contact us before work has begun, we may be able to cancel the order as a goodwill measure. This is assessed case by case.

Faulty, damaged or not as described

The personalised-goods exception does not remove your statutory rights. If the portrait or frame is faulty, arrives damaged, does not match the approved description or proof, or is otherwise not of satisfactory quality, please contact us at contact@animelier.com with your order number.

Please provide:

• your order number;
• a description of the problem; and
• clear photographs of the item and, for delivery damage, the packaging and shipping label.

We will assess the issue and provide the remedy required by UK consumer law. Depending on the circumstances, this may include repair, replacement, price reduction or refund.

Incorrect customer-supplied information

We are not responsible for an error that appears exactly as supplied and approved by the customer, but we will distinguish that from production faults and from any failure to follow the approved proof. Approval never removes your statutory rights.

Refund method

Approved refunds are processed within 14 days of our decision and returned to your original payment method. Your bank may take a few additional working days to show the credit.

Return instructions

Please do not post a portrait back to us without contacting us first. If a return is needed, we will email you a prepaid label and the return address. You will not pay return postage for a faulty, damaged or incorrect item.