Refund policy
Last updated: 2 June 2026
FRAMECRAFT LTD is committed to providing transparent customer service and fair return procedures. This Return and Refund Policy explains your rights regarding cancellations, returns, damaged goods, custom-made products, refunds, and delivery-related matters for purchases made through our website.
1. Company Information
Company Name: FRAMECRAFT LTD
Company Number: 17255119
Registered Address: The Courtyard, 225 Denby Dale Road, Wakefield, England, WF2 7AJ
Email: info@framecraft.ltd
2. Our Business Model
FRAMECRAFT LTD operates an online retail business specializing in picture frames, photo frames, custom framing solutions, frame mouldings, decorative frames, mounts, wall display products, and related accessories.
We operate through a fulfillment and dropshipping model. Products may be manufactured, stored, packed, and shipped by carefully selected suppliers, manufacturing partners, fulfillment centers, and logistics providers acting on our behalf.
FRAMECRAFT LTD remains responsible for customer service, order management, payment processing, and after-sales support.
3. Order Cancellations
Orders may be cancelled before production, processing, or shipment begins by contacting us at info@framecraft.ltd.
Once an order has entered manufacturing, customization, production, packaging, or shipping stages, cancellation may no longer be possible.
Where cancellation is approved after work has begun, reasonable deductions may be made for costs already incurred, including manufacturing, supplier charges, fulfillment costs, administrative costs, packaging, and payment processing fees.
4. Consumer Cancellation Rights
If you are purchasing as a consumer within the United Kingdom, you may have the right to cancel certain online purchases within 14 days of receiving the goods under the Consumer Contracts Regulations 2013.
However, this right does not generally apply to products that are:
- Custom-made;
- Made to your specifications;
- Personalised;
- Manufactured according to measurements or design choices provided by you.
Where a product has been manufactured specifically to your requirements, cancellation and change-of-mind returns may not be available once production has commenced.
5. Ready-Made Products
For standard, non-customized products, returns may be requested within 30 days of delivery.
To qualify for a return:
- The item must be unused and in resalable condition;
- The item must be returned with all components and accessories;
- The item must be returned in its original packaging where reasonably possible;
- Proof of purchase must be provided.
Customers may inspect products as they would in a retail store, but products showing signs of use, installation, damage, alteration, or excessive handling may be subject to reduced refunds where permitted by law.
6. Custom-Made and Personalised Products
Many products sold by FRAMECRAFT LTD are manufactured to customer specifications, including custom-sized frames, made-to-order frames, personalised framing solutions, bespoke mounts, and custom display products.
Because such products are manufactured specifically for the customer, they are generally exempt from statutory cancellation rights for change-of-mind returns once production begins.
This does not affect your legal rights if the product is faulty, damaged, incorrectly manufactured, or not supplied as ordered.
7. Damaged, Faulty, Incorrect or Defective Products
Please inspect your order immediately upon delivery.
If your order arrives damaged, defective, incomplete, incorrectly supplied, or otherwise not in conformity with your order, please notify us within 48 hours of delivery.
To assist with the review process, please provide:
- Your order number;
- A description of the issue;
- Clear photographs of the product;
- Photographs of the packaging;
- Photographs of any visible shipping labels where applicable.
Following review, we may offer:
- Replacement parts;
- Repair assistance;
- A replacement product;
- A partial refund;
- A full refund;
- Another appropriate resolution depending on the circumstances.
Nothing in this policy limits your rights under the Consumer Rights Act 2015.
8. How to Request a Return
To request a return, please contact:
Returns must not be sent to our registered business address unless we specifically instruct you to do so.
Once approved, we will provide the correct return instructions and designated return location. Depending on the product, returns may be directed to a supplier, manufacturer, warehouse, fulfillment center, or logistics partner.
Items returned without prior authorization may be refused.
9. Return Shipping Costs
If a return results from a faulty, defective, damaged, or incorrectly supplied product, approved return shipping costs may be covered or reimbursed by us.
For change-of-mind returns involving eligible non-custom products, return shipping costs are generally the responsibility of the customer unless otherwise required by law.
10. Refund Processing
Once returned goods are received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method.
Where applicable under UK law, refunds will be processed within 14 days after receiving returned goods or evidence that the goods have been returned.
Financial institutions and payment providers may require additional time before funds appear in your account.
11. Delivery and Fulfillment
Orders are generally processed within 1–5 business days after payment confirmation.
Delivery times shown on the website are estimates only and may vary due to:
- Production schedules;
- Supplier operations;
- Inventory availability;
- Carrier operations;
- Weather conditions;
- Seasonal demand;
- Customs procedures where applicable;
- Other circumstances beyond our reasonable control.
Products may be shipped directly from suppliers, manufacturers, or fulfillment partners. Orders containing multiple products may occasionally arrive in separate shipments.
12. Chargebacks and Payment Disputes
Before initiating a chargeback or payment dispute, customers agree to contact us directly so that we can attempt to resolve the matter promptly and fairly.
We maintain records including order confirmations, communications, supplier documentation, shipment tracking information, delivery confirmations, and transaction records for fraud prevention and dispute resolution purposes.
13. Limitation of Liability
Nothing in this policy limits or excludes any mandatory consumer rights available under applicable law.
To the extent permitted by law, our liability shall be limited to the amount paid for the product giving rise to the claim.
14. Contact
For any questions regarding this Return and Refund Policy, please contact:
FRAMECRAFT LTD
The Courtyard, 225 Denby Dale Road
Wakefield, England, WF2 7AJ
Email: info@framecraft.ltd