Refund policy
Damaged/Incorrect Items
If your item arrives damaged or incorrect, you must contact us within 5 days of delivery to be eligible for a resolution. Please include your order number and clear photos of the damage in your message.
Requests made beyond 5 days of delivery will only be honored at ANIMAE’s discretion
Non-Damaged Returns
Requests for a return may be made within 5 days of delivery. Return must be shipped within 14 days of delivery.
Customer is responsible for postage which will reflect in the refund total.
The item must be returned in unused condition and in the original or appropriate packaging to prevent damage during transit. If the return item arrives damaged due to the failure to ship in appropriate packaging or appears worn upon delivery, damages will be reflected in the refund total.
Jewelry materials will always be listed under each product page. Chains and findings are stainless steel while pendants may be stainless steel or alloy. ANIMAE will not be accepting returns/refunds for tarnished items if listing states "alloy".
No refunds/replacement for items lost in customer's possession.
Refunds
Cancellations may be requested through email within 3 hours of purchase for premade drops. Preorders may be cancelled up to 48 hours after they are placed. Exceptions to the time frame are at our descretion only if item(s) cannot be fulfilled due to shortage of materials. In this case, you will receive an automated email that your order has been cancelled.
Cancellation requests that are made for orders or customer profiles with multiple nova or supernova bags in attempt to "reserve" the patterns to make a final decision at a later time will result in the cancellation of the entire order. Please understand that each timed restock is handmade and curated with the intent of giving everyone a fair chance.