Return & Replacement Policy

1. Something is wrong with my order

Please contact us if your product:

• arrived damaged;
• is defective;
• is missing;
• is the wrong product;
• has been incorrectly personalised due to an AnyZeni error;
• is materially different from what you ordered.

Where appropriate, we may offer:

• replacement;
• refund;
• partial refund;
• another appropriate remedy.

Your statutory consumer rights are not affected by this policy.

2. Personalised products

Personalised products are made specifically according to your instructions. Before placing an order, please carefully check:

• spelling;
• names;
• dates;
• photographs;
• messages;
• colours;
• design;
• size;
• product options;
• delivery address.

Customer personalisation error

If you provide incorrect information — for example, "Happy Birthday, Jon" instead of "Happy Birthday, John" — and we produce the product exactly according to your instructions, we may not be able to provide a free replacement. However, please contact us. We'll always try to find a reasonable solution.

AnyZeni production error

If you correctly supplied your personalisation but the product arrives with an error made by us, please contact us. We will investigate and, where appropriate, provide a replacement or refund.

3. Damaged products

If your product arrives damaged, please contact us as soon as reasonably possible. Please provide:

• order number;
• photograph of the damaged item;
• photograph of the packaging where possible.

This helps us investigate the issue with our production and delivery partners.

4. Incorrect product

If you receive a product different from what you ordered, please contact us. We will investigate and arrange an appropriate remedy.

5. Missing items

If your order contains multiple products and one is missing, contact us with your order number. We will investigate the shipment and arrange an appropriate solution.

6. Non-personalised products

Where applicable, customers may have statutory cancellation and return rights for non-personalised goods. The precise rights depend on the type of product, how the product was purchased, and whether an applicable statutory exception applies. Please contact Customer Service if you would like to return an eligible item.

7. Personalised and made-to-order products

Some personalised or made-to-order products may fall within exceptions to statutory cancellation rights because they have been made to your specifications. This does not remove your rights where a product is faulty, damaged, incorrectly supplied, not as described, or otherwise subject to a statutory remedy.

8. How to request a replacement

Contact: support@anyzeni.com

Subject: Replacement Request – Order #[ORDER NUMBER]

Please provide:

• Order number;
• Name;
• Email;
• Description of the problem;
• Photographs;
• Preferred resolution.

9. Replacement production

Replacement personalised products may need to be manufactured again. We will provide an estimated replacement timeframe when your replacement is arranged.

10. Refunds

Where a refund is approved, we will normally refund the original payment method. The time for funds to appear in your account may depend on your payment provider.

11. Gifts

If you purchased a product as a gift and it has a problem, the purchaser should normally contact us. Where appropriate, we may communicate directly with the gift recipient to resolve the issue.

12. Statutory rights

Nothing in this policy affects your statutory consumer rights. If you believe that a product does not conform to your legal rights, please contact us and we will investigate.