Return & Refund Policy

At ANIMURA, we want the exchange and return process to be clear and fair. Exchange requests and eligible return or refund claims must be reported within 14 days from the date you receive your order.

Inspection Upon Delivery

You may open and inspect your order in front of the Bosta courier when the Open Package option is available. If you decide not to accept the product after inspection, it must remain in its original condition, unused, unworn, unwashed, undamaged, clean, and in its original packaging whenever possible.

Exchanges

You may request an exchange within 14 days of receiving your order. For a standard customer-requested exchange (for example, a different size or a different design):

• The product must meet the Return & Exchange Conditions below.
• The replacement must be from the same product category.
• The replacement must be equal in price or higher in price. Exchange to a lower-priced product is not available.
• The customer pays the exchange shipping fee.
• If the replacement is more expensive, the customer also pays the price difference.

ANIMURA sends the replacement product, Bosta delivers it and collects the original product, and the original is returned to ANIMURA.

Exchange Fees

The exchange shipping fee for a standard customer-requested exchange is:

These fees do not apply when the exchange or return is needed because of an ANIMURA error, a confirmed manufacturing defect, or damage during shipping. See “Cost When ANIMURA or Shipping Is at Fault” below.

Change of Mind

ANIMURA does not offer a cash refund when a customer changes their mind, no longer wants the product, selects the wrong size, or prefers another design. In these situations, only the Exchange policy above applies.

Return for a Full Refund

A return for a full refund is available when there is a verified problem, such as:

• ANIMURA sent the wrong product.
• ANIMURA sent the wrong design.
• ANIMURA sent the wrong size or item due to a fulfillment error.
• A confirmed manufacturing defect.
• The product arrived damaged or broken during shipping.

These claims must be reported within 14 days of receiving your order. Please send us your order number, your name and contact information, an explanation of the problem, and clear photos where applicable. ANIMURA verifies the issue before completing the resolution.

Cost When ANIMURA or Shipping Is at Fault

If ANIMURA made the mistake, or the product genuinely arrived damaged during shipping, you pay nothing for the return or exchange shipping needed to resolve the problem. ANIMURA handles the matter with Bosta internally. If you choose a replacement because of an ANIMURA or shipping error, ANIMURA covers the necessary exchange and return logistics.

Damaged During Shipping

If an item arrives damaged, for example a mug that arrives broken, you are not financially responsible. Please send us your order number, clear photos of the damage, and photos of the packaging if relevant. ANIMURA verifies the issue and handles the Bosta side internally. You will receive the applicable free replacement or an approved full refund, with no additional shipping cost.

Return & Exchange Conditions

For standard exchanges, the product must be unused, unworn where applicable, unwashed, clean, undamaged by the customer, in its original condition, and in its original packaging whenever possible. ANIMURA may refuse a standard exchange if the product shows signs of use, washing, damage, or misuse after delivery. These conditions are not used to reject a genuine shipping-damage or manufacturing-defect claim merely because the item arrived damaged.

Refunds

For an approved return caused by an ANIMURA error, a confirmed manufacturing defect, or shipping damage, ANIMURA refunds the full amount you paid for the affected order or product. No return shipping is deducted from you.

The refund process begins after the returned product is received by ANIMURA and the approved issue is verified. Refunds are made by a practical method that we agree with you and document, such as Vodafone Cash or InstaPay.

Cancellation Before Dispatch

You may cancel your order at no shipping cost before it is handed to Bosta. Orders are handed to Bosta only after you confirm them through ANIMURA’s WhatsApp order confirmation. Details on cancellation after dispatch, failed delivery, and redelivery are in our Shipping Policy.

How to Start an Exchange or Report a Problem

Use our Contact Us page and provide your order number, your name and contact information, the reason for your request, and clear photos if the issue involves damage, a defect, or an incorrect item.