RETURNS
We hope you love your frame(s) as much as we do but if you change your mind, you're welcome to return it at your expense for a refund. This excludes personalised and custom order.
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 received your item(s) back in the good condition it was sent.
Personalised items - Due to the nature of this product - personalised items can't be returned or exchanged.
PERSONALISED & CUSTOM TO ORDER
We regret that we 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 we have made a mistake on our part with the personalising error or design order, please contact us. We will replace the mount, no need to return the frame 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 contact for a mount replacement with the correct personalisation or option, we'll invoice via your email address provided with your order for sending a replacement. Once we recieve your payment your replacement will be dispatch.
REFUNDS
We will issue a refund when we receive the item(s) back in the good /same condition sent. Please note refunds may take a while to appear on your statement due to bank transaction processes.
We reserve the right to refuse returns if the product isn't received in new, unopened condition and damaged.
Useful tips; When returning please ensure to protectively re-packed 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 faulty please let us know within 5 working days after receiving your order. We can either give you a refund or a replacement.
UNCOLLECTED PARCELS
Unfortunately, we cannot accept responsibility for charges incurred for re-sending orders after they have been returned to us 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 back to us due to the incorrect address will result a shipping charge to re-post to the correct address. We'll send an invoice with a 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 ADDRESS
Azana Photo Frames, 19 Pine Close, Taunton, Somerset. TA1 2SD. Please include your invoice when returning, thank you.