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Returns Policy
At Framed Moments, we want you to be completely satisfied with your purchase. If, for any reason, you are not happy with your personalised frame insert, you may return it to us within 14 days of receiving your order, subject to the terms below.
Eligibility for Returns
- Personalised Items
- As our products are custom-made, we can only accept returns for personalised frame inserts if they are:
- Defective or damaged upon arrival.
- Incorrectly produced (e.g., spelling errors or design faults caused by us).
- Unfortunately, we cannot accept returns for personalised items due to a change of mind.
- As our products are custom-made, we can only accept returns for personalised frame inserts if they are:
- Non-Personalised Items
- Non-personalised products may be returned within 14 days for a refund or exchange, provided they are unused and in their original packaging.
Conditions for Returns
- The item must be returned in its original condition, including any accessories, instructions, or protective packaging.
- Proof of purchase (e.g., an order confirmation email or receipt) must be provided.
How to Return an Item
- Contact Us
- Email our customer service team at contact@framedmoments.co.uk within 14 days of receiving your order. Include your order number and a description of the issue.
- Approval Process
- Once your return request is approved, we will provide you with the return instructions, including the return address.
- Shipping the Item
- Pack the item securely to avoid damage during transit. Please note that you are responsible for the return postage costs unless the return is due to our error.
Refund Process
- Refunds will be issued to your original payment method within 7 business days of receiving the returned item.
- For defective or incorrect items, we will also reimburse your return postage costs.
Exchanges
- If you prefer an exchange instead of a refund, please let us know when you contact us. Exchanges will be processed as soon as we receive the returned item.
Questions or Concerns?
If you have any questions about our return policy or need assistance with your return, please don’t hesitate to contact us at contact@framedmoments.co.uk. We’re here to help!