Refund policy

Return & Refund Policy

Effective date: June 2026
Brand: Framezy | theframezy.com

Our Commitment

At Framezy, every frame is produced with care and precision. We want you to love what goes on your wall. If something isn't right, we'll make it right.

1. Custom & Printed Products

All Framezy products are made-to-order — each frame is printed specifically for you when you place your order. Because of this, we do not accept returns or exchanges based on a change of mind or incorrect size selected by the customer.

Please double-check your size and design selection before confirming your order.

2. Damaged or Defective Items

If your order arrives damaged, defective, or with a printing error on our part, you are entitled to a full replacement or full refund — no questions asked.

To qualify:

Report the issue within 48 hours of receiving your order
Send clear photos of the damage/defect to our email or WhatsApp
Include your order number in the message

We will process your replacement or refund within 3–5 business days of confirming the issue.

3. Wrong Item Received

If you receive a product different from what you ordered, contact us within 48 hours of delivery. We will ship the correct item at no additional cost, or issue a full refund if the correct item is unavailable.

4. Cancellations

Production starts when we receive your shipping deposit — not when you place the order.

Before we receive the deposit: you can cancel at any time at no cost. Tell us, or simply don't send the deposit — the order is cancelled automatically 24 hours after it is placed.
After we receive the deposit: production begins straight away. You can still cancel within 12 hours of the deposit reaching us, and the deposit is returned to you in full. After that your frame is already in production and cancellation is not possible.

To cancel, contact us on WhatsApp or by email with your order number.

5. Refund Process

Approved refunds are processed within 3–5 business days. Because orders are paid cash on delivery, refunds are sent by InstaPay or Vodafone Cash to a number you give us. Depending on your bank, it may take an additional 2–5 business days to reflect in your account.

6. What Is Not Covered

The following are not eligible for a return or refund:

Change of mind after production has started
Incorrect size or design chosen by the customer
Minor colour variations due to screen display differences (colours may vary slightly between screens and physical prints — this is normal)
Damage caused by improper handling or installation after delivery

7. Frame Warranty

We cover the frame for 6 months from delivery against manufacturing faults on our side — for example a joint coming apart or a fitting that fails in normal use.

The warranty does not cover the printed artwork, glass broken after delivery, or damage from handling, hanging or moisture.

To claim, send a photo and your order number on WhatsApp. If the fault is confirmed we repair or replace the frame at no cost to you.