Returns Policy

1. Policy summary

• Cancel free of charge before you approve the proof and production begins.
• After proof approval, a personalized frame is generally not returnable merely because you changed your mind.
• Damage, manufacturing defects, incorrect production, missing items, and material differences from the approved proof remain covered.
• Contact us within 7 calendar days of delivery with the order number and reasonable evidence.
• Approved remedies may include repair, replacement, re-production, missing-part shipment, price reduction, or refund.

2. Cancellation before production

You may cancel without charge any time before proof approval and before production begins. Send the order number and recipient telephone through the official contact details. Because no online payment is collected, a valid pre-production cancellation normally requires no refund.

If you ask to change size, frame material, orientation, mat, photograph, or engraving before approval, we will confirm any price or timing change and issue a revised proof where necessary.

3. Personalized-goods limitation

After you approve the digital proof, we cut material and prepare the frame for your selected dimensions, photograph, crop, mat, and engraving. Unless applicable law says otherwise, the following are not accepted as change-of-mind returns after production begins:

• You no longer need the frame, prefer another material or size, or change your decoration plan.
• You supplied the wrong spelling, date, photograph, orientation, or address and approved the proof containing that information.
• You expected an exact screen-to-print or screen-to-wood color match despite the disclosed material and display variations.
• A natural wood grain pattern differs from the reference image but remains within the stated material characteristics.

Contact us anyway if circumstances are unusual. We may offer a paid remake or other goodwill solution without creating a general right to return.

4. Problems covered by this policy

We will review claims involving:

• Broken glazing, split moulding, crushed corners, severe scratches, or other damage present at delivery.
• A frame, size, orientation, mat color, engraving, or photograph that does not match the approved proof or confirmed order.
• Significant print defects, incorrect crop, visible production contamination, loose joints, unsafe fittings, or manufacturing faults that materially affect appearance or use.
• A missing frame, missing listed component, wrong item, or materially different advertised material.
• Damage that appears after delivery because of a manufacturing defect rather than misuse, unsuitable installation, accident, moisture, or direct sunlight.

5. Characteristics not normally treated as defects

The following do not usually qualify unless excessive or inconsistent with the listing:

• Natural variation in wood color, grain direction, small knots, or subtle texture.
• Minor measurement tolerance that does not affect the stated photograph fit or safe display.
• Reasonable color differences between a calibrated print, an uncalibrated screen, and the digital proof.
• Low-glare glazing showing some reflection, particularly near direct windows or lights.
• Damage caused by incorrect wall fixings, dropping, liquid, abrasive cleaning, outdoor use, high humidity, direct sun, or opening a sealed shadow frame.
• Low print quality caused by a customer-supplied image after we warned that the file was unsuitable and you expressly asked us to proceed.

6. How to report a problem

1. Contact [email protected] within 7 calendar days of delivery.
2. Provide the order number, recipient name, a concise description, and the remedy you prefer.
3. Include clear photographs of the full frame, the affected area, the outer package, and the shipping label where relevant.
4. Keep the frame, packaging, and included components until we confirm the next step.

We generally acknowledge a complete claim within one business day and aim to provide an initial decision within 1–3 business days. Complex courier or material assessments may take longer; we will explain any delay.

Do not send identity documents, card details, passwords, or unrelated personal information as evidence.

7. Available remedies

After review, we will offer a remedy appropriate to the problem, your preference, available stock, proportionality, and applicable law. This may be:

• Advice or a replacement fitting where the issue can be resolved safely without returning the frame.
• Free repair, reprint, re-framing, or full replacement.
• Shipment of a missing component.
• A proportionate price reduction if you choose to keep an item with a minor accepted issue.
• Partial or full refund where repair or replacement is impossible, unsuccessful, disproportionate, or legally inappropriate.

A replacement or remake follows the originally approved proof unless we agree to a corrected proof in writing.

8. Return shipping and packaging

For an approved defect, incorrect item, or covered damage claim, we pay reasonable return shipping or arrange collection where available. Follow the provided packing and carrier instructions. We are not responsible for avoidable damage caused by ignoring those instructions.

Do not send a frame back without authorization. An unapproved return may be refused or may create costs we cannot reimburse. For a non-defect paid remake or other discretionary arrangement, shipping responsibility will be agreed before return.

9. Refund method and timing

Cash-on-delivery orders are not refunded to a card. After approving a refund, we will ask the original payer to choose a reasonably secure US refund method we support, such as a mailed check or an agreed electronic transfer. We will not ask for a banking password, PIN, card security code, or one-time verification code.

We normally initiate an approved refund within 5–10 business days after the required return or complete evidence is received. Postal delivery or the receiving institution may need additional time. We will provide confirmation when the refund is issued.

10. Refusing delivery and failed delivery

You may photograph and refuse a parcel where the courier permits inspection and there is serious visible external damage, the package is clearly the wrong item, or we have agreed in advance that refusal is appropriate. Contact us as soon as possible.

An unjustified refusal, incorrect address, repeated absence, or failure to pay the confirmed cash-on-delivery amount is not a product return. We may decline a replacement shipment or future order until reasonable, documented delivery costs are resolved, where law permits.

11. US consumer rights and contact

This policy is in addition to rights that cannot be limited by contract under applicable US federal or state law. A state-law warranty, remedy, claim period, or other non-waivable protection continues to apply even if it is more favorable than this store policy.

Returns contact: [email protected]
Mailing address: 444 Alaska Avenue, Suite #BER827, Torrance, CA 90503, USA

Do not send a frame to the mailing address without return authorization and packing instructions.