1. Damaged Products

If your order arrives damaged, contact us within 10 days of delivery. To process your claim, please provide photos showing the product damage, the shipping box, and a close-up of the shipping label. Upon review, Framecraft Gallery will arrange a free replacement or refund for damage confirmed to have occurred during production or transit.

2. Defective Products

If your product is defective, contact us within 10 days of delivery with clear photos of the defect. Framecraft Gallery will provide a free replacement or refund. In cases where the defect does not affect the product's appearance or functionality, or can be easily resolved, a partial refund may be offered at our discretion.

3. Made to Order

All Framecraft Gallery products are printed to order. We do not accept returns or offer refunds for change of mind, dissatisfaction with design choice, or other reasons not attributable to Framecraft Gallery. Under EU regulations, withdrawal rights do not apply to personalised or made-to-order goods.

4. Incorrect Item Received

If you receive an incorrect product, contact us within 10 days of delivery with photo evidence. Framecraft Gallery will resend the correct item at no additional cost. You are not required to return the incorrectly received product.

5. Lost in Transit

If your order shows no tracking updates for more than 20 days from dispatch (30 days for economy shipping), Framecraft Gallery will issue a free replacement or refund. Claims for lost orders must be submitted within 2 months of the original dispatch date.

6. Delivered but Missing

If tracking confirms delivery but you have not received your order, please first contact your local courier for information. If the package remains unlocated, we may ask you to file a police report. Contact us within 1 month of the confirmed delivery date to initiate a resolution.

7. Undelivered or Returned Packages

If a package is returned to us because the courier was unable to reach you, or the package was held too long at a courier facility, reshipping is not provided free of charge. You will be responsible for secondary shipping costs, return fees, and any applicable customs duties. If the product is damaged during return transit, Framecraft Gallery will reprint it at no additional cost.

8. Colour and Appearance Variations

Framecraft Gallery strives to represent all products accurately. However, minor variations in colour between screen and print are inherent to the printing process and are not considered defects. Returns or refunds are not offered for such variations.

9. Customs and Duties

Any customs duties or import taxes applicable in your destination country are the responsibility of the customer. Framecraft Gallery does not pay or refund customs charges.

10. Product Care

Please use all products in accordance with their intended purpose. Framecraft Gallery is not liable for damage resulting from improper use or failure to follow care instructions.