Returns and Refunds
RETURNS
I hope you love your frame(s) as much as I do, but if you change your mind, you're welcome to return them at your expense for a refund. This excludes personalised and custom orders.
Returns must be within 30 days of delivery, and please note that you will be responsible for the cost of returning the item, sent tracked to cover any loss or damage.
(Non-personalised) We will refund the purchase price of the item when we receive your item(s) back in good condition it was sent.
Personalised items - Due to the nature of this product, personalised items can't be returned or exchanged.
How to Start a Return
Simply contact me with your order number, and I’ll guide you through the process.
PERSONALISED & CUSTOM TO ORDER
Regretfully, I cannot accept returns on personalised and custom item(s) that are specially made, or ordered with your choice of name(s), personal baby's birth details and any message/quote of your own.
Unless I have made a mistake on our part with the personalising error or design order, please contact me. I will replace the mount; no need to return the whole frame set. As soon as you receive the mount replacement, just swap it over and discard the original mount.
Personalisation / select an option error on your part, please message for a mount replacement with the correct personalisation or option. I'll invoice via your email address provided with your order for sending a replacement. Once I receive your payment, your replacement will be dispatched.
REFUNDS
Azana Photo Frames will issue a refund when the item(s) are returned in good /same condition as sent. Please note that refunds may take a while to appear on your statement due to bank transaction processes.
I reserve the right to refuse returns if the product is not received in new, unopened condition and is damaged.
Useful tips; When returning, please ensure to protectively re-pack and re-use the bubble wrap provided in the package to prevent being damaged during transit.
DAMAGED DURING TRANSIT
In the unlikely event that your order arrives damaged during transit or is faulty, please let us know within 5 working days after receiving your order.
UNCOLLECTED PARCELS
Unfortunately, I cannot accept responsibility for charges incurred for re-sending orders after they have been returned, marked ‘not called for’. This is due to not being collected from your local sorting office by yourself. It's the customer's responsibility to pay for the delivery charge for the parcel to be posted back.
Incorrect Address
Unfortunately, any parcels returned to Azana Photo Frames due to the incorrect address will result in a shipping charge to re-post to the correct address. An invoice will be sent with an electronic pay button to complete your purchase before dispatching.
Alternatively, collect your package from the incorrect address, if not there please report to your local sorting office for GPS to locate where it was delivered.
RETURNS
How to Start a Return
Simply contact me with your order number, and I’ll guide you through the process.
