AIBU to ask for a full refund or replacement?

[Imafishof]

I ordered a personalised puzzle from a company called bags of love as a Christmas present.

It was a collage, one photo has been printed badly and has white marks all over people’s faces on the photo.
I went through the process on the website to make sure all the photos were good enough quality to print as it tells you if the quality is too low before ordering.

I’ve been back and forth emailing with them and all they are offering me is a 50% refund. Also, on their website the product now has 40% off.

It’s such a lovely gift and the quality of the puzzle pieces are really good but the whole point was to do the puzzle a few times then frame it.
Would you accept a partial refund? Or am I entitled to a full refund or replacement?

I'd want a replacement if it's so bad that the puzzle can't be framed now.

If they have sent you a damaged item then you are entitled to a refund or replacement.
As it's a personalised item they clearly have no use for it if you return it to them so they are trying to save money by offering you only half back.

I'd definitely expect a replacement for something that's damaged, I would have thought they wouldn't even argue the case

It depends where you live. Most consumer laws would suggest you're entitled to a replacement if there is a printing error, or a refund if for some reason they cannot replace the item. Some countries have different rules based on where the online company and you are based and the kind of service they are providing though.

I would want a full refund, once I had that I would order a new one at 40% off.

I would insist on a complete refund but I'm not sure I would re order from them again. If it was a genuine one off mistake they'd have offered you a replacement straight away.
Their response indicates that maybe this is just the quality they offer and maybe is their normal response to customers.

Thanks for the replies.

I will be emailing back asking for a full refund or replacement.