Refund Policy
Every Frameur order is personalised and made to order specifically for you, so please review your design carefully before you check out. This policy explains when we can offer a replacement or refund.
Personalised and made-to-order items
Because each print is produced on demand from the artwork and details you supply, we are unable to accept returns or offer refunds for change of mind, for a design you approved at checkout, or for errors in the information you provided (for example a misspelt name, an incorrect date, a low-resolution image, or the wrong location). Please double-check spelling, dates, sizes, frame options and your uploaded artwork before ordering.
Damaged, defective or incorrect orders
We want you to love your print. If your order arrives damaged, has a manufacturing defect, or is not the item you ordered, we will arrange a free replacement or a full refund. Contact us within 30 days of delivery at support@frameur.com and include:
- Your order number
- A short description of the issue
- Clear photographs of the item and, for damage in transit, the packaging
Once we have reviewed the photos we will confirm the resolution. You will not usually need to return the original item, and where a return is required we will cover the cost.
Changes and cancellations
If you need to change or cancel an order, contact us as soon as possible at support@frameur.com. We can often make changes before your order enters production, but once printing has begun we are unable to change or cancel it because the item is made uniquely for you.
Refunds
Approved refunds are issued to your original payment method. Please allow a few business days for the refund to appear, depending on your bank or card provider.
Your statutory rights
Nothing in this policy limits any rights you may have under applicable consumer protection law, including rights to a remedy where goods are faulty or not as described.
Contact
Questions about a return or refund? Email us at support@frameur.com and we will help.