Refund policy
Everything we make is produced to order — frames cut to size, mounts cut to your chosen opening, and prints produced individually. This policy explains what can be returned, what can't, and how long you have.
Your 14-day cancellation right (non-personalised items)
If you are a consumer in the UK, you have 14 days from the day you receive your order to tell us you wish to cancel it, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You then have a further 14 days from telling us to send the goods back.
To cancel, email hello@printframeco.com with your order number before the 14 days are up. We will confirm the return address and issue a returns label. Items sent back without contacting us first cannot be accepted.
Goods must come back unused, undamaged and in their original packaging. We refund within 14 days of receiving the goods back, to the original payment method. Unless the goods are faulty or not as described, the cost of return postage is yours. If the value of the goods is reduced because they have been handled more than was necessary to check them, we may deduct that reduction from your refund.
Made-to-order and personalised items — the 14-day right does not apply
Under regulation 28(1)(b) and 28(1)(c) of the same Regulations, the 14-day cancellation right does not apply to goods made to your specification, goods that are clearly personalised, or goods that are made to order. Because of how we produce, this covers most of what we sell, including:
- Picture frames cut to a size or specification you have chosen, including custom sizes and made-to-measure frames
- Mounts and mat boards cut to a chosen external size or aperture, including patterned, premium and printed-text mounts
- Any framing option you configure yourself, such as gallery (spacer) framing or float-mount framing
- Prints produced from an image or design you supply or create in our customiser — maps, star maps, sound waves, lyrics, collages, photo prints and name art
- Any product where you have chosen text, a photo, a location, a date, a colour or a layout
These items cannot be returned or refunded simply because you have changed your mind, ordered the wrong size, chosen the wrong option, or supplied incorrect details. Please check your design, size and delivery address carefully before ordering.
Ready-made stock items that are not cut or made to order — such as ready-made branded frames sold in fixed standard sizes — are not affected by this exclusion and can be returned under the 14-day right above.
Faulty, damaged or incorrect items
Nothing in this policy affects your legal rights. If an item is faulty, damaged in transit, or not as described, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015, whether or not the item was made to order. Under that Act you normally have 30 days from delivery to reject faulty goods for a full refund.
Please inspect your order on arrival and contact hello@printframeco.com as soon as possible, including your order number and photographs of the item and its packaging. Photographs let us assess the issue and raise a claim with the carrier where relevant. We will then arrange a replacement, a repair or a refund, and we cover return postage where an item is faulty or not as described.
What is not a fault
The following are normal features of hand-made framing and are not defects:
- Small variations in grain, colour and finish between lengths of natural timber moulding
- Minor variations in cut sizes within normal framing tolerance — mount openings are cut slightly undersize so artwork cannot fall through
- A frame supplied without artwork fitted, where no print was purchased. Frames bought on their own arrive assembled and empty, ready for you to fit your own artwork. Gallery frames arrive with the spacer already fitted inside the frame. No special tools are needed to open the back and insert artwork.
Returning an item
Where a return has been agreed, we will email you a returns label and instructions. Please send the goods back within 14 days of that email, packed well enough to arrive undamaged. If the goods have not reached us within 30 days of the returns label being issued, and you have not contacted us about a delay, we will treat the return as cancelled and close the request.
Refunds are issued to the original payment method once the goods have been received and inspected. Your bank or card issuer may take a few days to post the refund.
Cancelling before dispatch
For non-personalised items, we can usually cancel an order that has not yet shipped — contact us right away.
For made-to-order and personalised items we will cancel at our discretion, but only if the order has not yet been printed, framed or packed. Orders go into production quickly, so email hello@printframeco.com with your order number as soon as possible. Where work has already been carried out, we may charge up to 50% of the item price to cover materials and labour already committed.
Gift cards cannot be cancelled or refunded.
Sale items
Sale and discounted items carry exactly the same rights as full-price items. If a sale item is faulty, damaged or not as described, or if it is a non-personalised item within the 14-day cancellation period, it can be returned in the usual way.
Exchanges
The quickest route is to return the item you have, where the item is eligible for return, and place a new order. Email hello@printframeco.com and we will talk you through it.
Gifts
If an item was marked as a gift when purchased and shipped directly to you, an approved return will be refunded as a gift credit. If the item was not marked as a gift, or was shipped to the buyer to pass on, the refund goes back to the original payment method of the person who placed the order.
Late or missing refunds
If we have confirmed a refund and you have not received it, check your bank account again, then contact your card issuer or bank, as there is often a processing delay before a refund is posted. If it still has not arrived, email hello@printframeco.com.
Contact
Print Frame Co — hello@printframeco.com