Refund policy

Everything we make is produced to order — frames cut to size, mounts and mats cut to your chosen opening, and prints produced individually. This policy explains what can be returned, what can't, and how long you have.

30-day returns on ready-made items

You have 30 days from receiving your order to request a return on ready-made stock items that are not cut or made to order.

To be eligible, the item must be in the same condition you received it, unused, with any tags, and in its original packaging. You will also need your order number or proof of purchase.

To start a return, email hello@printframeco.com. If your return is accepted we will send you a return shipping label and instructions on where to send your package. Items sent back without first requesting a return cannot be accepted. Unless the item is faulty, damaged or not as described, return shipping is at your cost.

Made-to-order and personalized items cannot be returned

Because they are made to your specification and cannot be resold, the following are not returnable and cannot be refunded for a change of mind, a wrong size ordered, or an option chosen in error:

• Picture frames cut to a size or specification you have chosen, including custom sizes and made-to-measure frames
• Mats and mount boards cut to a chosen outer size or opening, including patterned, premium and printed-text mats
• 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 customizer — 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 color or a layout

Please check your design, size and shipping address carefully before ordering. Gift cards are also non-returnable.

Damages and issues

Please inspect your order on arrival and contact us right away if the item is defective, damaged in transit, or if you received the wrong item. This applies to made-to-order items too — the exclusion above covers change of mind, not faults.

Email hello@printframeco.com with your order number and photographs of the item and its packaging, so we can assess the issue and raise a carrier claim where relevant. We will then arrange a replacement or a refund, and we cover return shipping 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, color and finish between lengths of natural timber moulding
• Minor variations in cut sizes within normal framing tolerance — mat 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 return 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 return label being issued, and you have not contacted us about a delay, we will treat the return as cancelled and close the request.

We will notify you once we have received and inspected your return and let you know whether the refund was approved. Approved refunds go back to the original payment method. Your bank or card issuer may take a few days to post it.

Cancelling before dispatch

For ready-made items, we can usually cancel an order that has not yet shipped — contact us right away.

For made-to-order and personalized 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 labor already committed.

Exchanges

The fastest way is to return the item you have, where it is eligible for return, and place a new order once the return is accepted.

Customers in the EU, EEA, UK, Australia, Canada and New Zealand

Where the law of your country gives you a statutory right to cancel or a statutory remedy for faulty goods, nothing in this policy limits it.

Consumers in the EU and EEA have a 14-day right of withdrawal on most online orders. As permitted by Article 16(c) of the EU Consumer Rights Directive, that right does not apply to goods made to your specification or clearly personalized — which covers the made-to-order items listed above. The same exclusion applies to consumers in the UK under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Consumers in Australia and New Zealand keep their consumer guarantees in respect of goods that are faulty, unsafe or not as described, regardless of whether the item was made to order.

Sale items

Sale and discounted items carry the same rights as full-price items where those items are eligible for return.

Contact

Print Frame Co — hello@printframeco.com