1.1 Our 60 Day Money-Back Guarantee
At FRAME, we stand behind the quality of our product. If you are not completely satisfied with your purchase for any reason, you may request a full refund within sixty (60) calendar days from the date of delivery, provided the return meets our eligibility criteria outlined below.
1.2 Eligibility
- The refund request must be submitted within 60 calendar days of the delivery date as confirmed by the carrier’s tracking information.
- o be eligible for a return, your item must be strictly unused, unopened, and in the exact same condition that you received it, with the original safety seal completely intact.
- Subscription orders: you may cancel your subscription at any time before the next billing cycle. Refund eligibility for subscription shipments follows the same 60-day policy from the delivery date of each individual shipment.
- Customers are strictly responsible for paying all return shipping costs. We do not provide pre-paid return labels for "change of mind" returns or ordering errors.
1.3 How to Request a Refund
To request a refund, please contact our customer support team at:
- Email: hi@myfraame.com
- Subject line: ‘Refund Request — [Your Order Number]’
Please include your full name, order number, and a brief reason for the refund (optional but appreciated, as it helps us improve). Our team will respond within two (2) business days.
- Please do NOT send your purchase back to the sender's address on the package. Our support team will provide you with the correct authorized return facility address upon approval of your request
1.4 Refund Processing
- Approved refunds will be processed to the original payment method within five to ten (5–10) business days
from the date of approval.
- Please note that your bank or payment provider may take additional time to reflect the refund in your account.
- Shipping costs are non-refundable unless the return is due to our error (e.g., damaged, defective, or incorrect product).
- We strongly advise using a trackable shipping service when returning items. We cannot guarantee receipt of your returned item, and refunds will only be issued once the product is physically received and inspected at our facility.
1.5 Damaged or Defective Products
If your order arrives damaged, defective, or incorrect, please contact us at hi@myfraame.com within seven (7) calendar days of delivery with photographs of the issue. We will arrange a free replacement or full refund at no cost to you, including any shipping charges incurred.
1.6 Exchanges
We do not currently offer direct exchanges. If you would like a different product or variant, please request a refund for the original order and place a new order separately.