Terms of service

Last updated: 08 June 2026

This Returns and Refund Policy explains how cancellations, returns, refunds, damaged items, defective products, custom-made products and delivery-related issues are handled by FRAMECRAFT LTD.

This policy applies to purchases made through our online store. It does not limit or exclude any statutory rights available to consumers under applicable UK consumer law.

1. Company Information

Company name: FRAMECRAFT LTD
Company number: 17255119
Registered office: The Courtyard, 225 Denby Dale Road, Wakefield, England, WF2 7AJ, United Kingdom
Email: info@framecraft.ltd

2. Our Business and Fulfilment Model

FRAMECRAFT LTD operates an online retail business selling picture frames, photo frames, wall frames, gallery-style frames, framing products, decorative frames, mounts and related home decor accessories.

We may operate through a dropshipping and third-party fulfilment model. This means that products may be manufactured, stored, packed and shipped directly to customers by selected suppliers, manufacturers, warehouses, fulfilment centres or logistics partners acting on our behalf.

Although products may be shipped by third-party partners, your purchase contract is with FRAMECRAFT LTD. Please contact FRAMECRAFT LTD directly for cancellations, returns, refunds, complaints and after-sales support.

3. Order Cancellations Before Dispatch

You may request to cancel an order before it enters processing, production, customisation, packaging or dispatch by contacting us at info@framecraft.ltd.

If the order has not yet been processed or dispatched, we will normally cancel it and issue a refund.

If the order has already entered production, customisation, fulfilment, packaging or dispatch, cancellation may no longer be possible, especially for products that are made to customer specifications or personalised.

4. UK 14-Day Online Cancellation Right

If you are a consumer purchasing online in the United Kingdom, you may have the legal right to cancel your order within 14 calendar days from the day you receive the goods, without giving a reason.

If you cancel within this 14-day period, you then have a further 14 calendar days to return the goods to us or to the return address provided by us.

To exercise your cancellation right, please contact us at info@framecraft.ltd and provide a clear statement that you wish to cancel your order.

Please include your order number, full name, email address and the item you wish to cancel.

5. 30-Day Commercial Return Policy for Ready-Made Products

In addition to your statutory cancellation rights, we offer a 30-day commercial return period for eligible standard, ready-made and non-custom products.

To be eligible for a return under this commercial policy:

• The item must be unused and in resalable condition;
• The item must not be installed, mounted, altered, damaged or excessively handled;
• All accessories, components and instructions must be included where applicable;
• The item should be returned in its original packaging where reasonably possible;
• Proof of purchase must be provided.

Customers may handle goods only as reasonably necessary to inspect them, in the same way they would be allowed to examine goods in a shop. If an item has been handled beyond what is necessary and its value has been reduced, we may make a reasonable deduction from the refund where permitted by law.

6. Custom-Made, Bespoke and Personalised Products

Some products may be custom-made, bespoke, personalised or manufactured to specifications provided by the customer. This may include custom-sized frames, made-to-order frames, personalised framing solutions, bespoke mounts or products produced according to customer measurements, design choices or instructions.

Where a product is genuinely custom-made, personalised or manufactured to your specifications, the legal right to cancel for change of mind may not apply once production has started.

This does not affect your statutory rights if the product is faulty, damaged, incorrectly manufactured, not as described, not of satisfactory quality, not fit for purpose, or not supplied as ordered.

7. Damaged, Faulty, Incorrect or Incomplete Products

Please inspect your order as soon as reasonably possible after delivery.

If your order arrives damaged, defective, incomplete, incorrect, not as described, or not in conformity with your order, please contact us at info@framecraft.ltd.

We kindly ask that you contact us within 48 hours of delivery where possible, so that we can investigate the issue quickly with the supplier, manufacturer, fulfilment partner or courier. This 48-hour request is for efficient claim handling only and does not limit your statutory consumer rights.

Please provide:

• Your order number;
• A clear description of the issue;
• Photos or videos of the product issue;
• Photos of the packaging;
• Photos of any visible shipping labels where available.

Depending on the circumstances, we may offer replacement parts, repair assistance, a replacement product, a partial refund, a full refund or another appropriate remedy in accordance with applicable law.

8. Faulty Goods and Statutory Rights

If a product is faulty, not as described, not of satisfactory quality or not fit for purpose, you may be entitled to a remedy under UK consumer law.

Depending on the circumstances and timing, this may include a refund, repair, replacement, price reduction or another appropriate remedy.

Nothing in this policy excludes or limits your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection law.

9. How to Request a Return

To request a return, please contact us before sending any item back:

Email: info@framecraft.ltd

Please include:

• Your order number;
• Your full name;
• The email address used for the order;
• The item you wish to return;
• The reason for the return;
• Photos or videos if the item is damaged, defective, incorrect or incomplete.

Once your request has been reviewed, we will provide return instructions and the correct return address.

10. Dropshipping Return Address

Please do not send returns to our registered office address unless we specifically instruct you to do so.

Because we may use a dropshipping and third-party fulfilment model, the correct return address may be a supplier, manufacturer, warehouse, fulfilment centre, return facility or logistics partner address. This address may be different from our registered office address.

Items returned to an incorrect or unauthorised address may be delayed, refused or lost. We are not responsible for returns sent to the wrong address where the customer did not follow our return instructions.

11. Return Shipping Costs

For change-of-mind returns or cancellations involving eligible non-custom products, the customer is usually responsible for the cost of returning the item, unless we have agreed otherwise or the law requires otherwise.

If the item is faulty, damaged, incorrect, not as described, not of satisfactory quality or not fit for purpose, we will cover or reimburse reasonable return shipping costs where required by law.

We recommend using a tracked shipping service and keeping proof of postage until your return has been received and processed.

12. Refunds

Once we receive and inspect your returned item, or receive evidence that you have sent the item back, we will notify you whether your refund has been approved.

If approved, the refund will be issued to the original payment method, unless otherwise agreed.

For valid online cancellations, we will refund the product price and the standard delivery cost paid for the order, where applicable. If you selected a delivery method more expensive than our standard delivery option, we are only required to refund the standard delivery cost.

Refunds will be processed within 14 calendar days after we receive the returned goods or after you provide evidence that you have sent the goods back, whichever occurs first, where required by applicable law.

Your bank, card issuer or payment provider may require additional time to process and post the refund to your account.

13. Exchanges

We do not always offer direct exchanges because products may be fulfilled by different suppliers, manufacturers or fulfilment partners.

If you need a different size, colour, finish or product, the quickest option is usually to return the original item in accordance with this policy and place a new order separately.

Where possible, we may assist with an exchange depending on product type, stock availability, supplier terms, fulfilment arrangements and product condition.

14. Refused, Failed or Undeliverable Parcels

If a delivery fails because the customer provided an incorrect or incomplete address, refused delivery without prior cancellation, or did not collect the parcel from the carrier, we may deduct reasonable return shipping, handling or redelivery costs from any refund, where permitted by law.

15. Chargebacks and Payment Disputes

Before initiating a chargeback or payment dispute, we encourage customers to contact us directly so that we can try to resolve the matter promptly and fairly.

We may keep records including order confirmations, communications, supplier documentation, shipment tracking information, delivery confirmations, return records and transaction records for fraud prevention and dispute resolution purposes.

16. Standard Cancellation Form

You may use the form below if you wish to cancel your order. You do not have to use this form, but you must provide a clear statement that you wish to cancel.

17. Contact Us

If you have any questions about cancellations, returns or refunds, please contact:

FRAMECRAFT LTD
The Courtyard, 225 Denby Dale Road
Wakefield, England
WF2 7AJ
United Kingdom
Email: info@framecraft.ltd