Refund policy
Refund & Return Policy
Last updated: 20.05.2026
General Information
At Framory Prints, all products are made-to-order and certain items may also be personalized or custom-made.
Because of this, orders that have already entered production or have been shipped cannot be cancelled.
We only accept returns, replacements, or refunds if:
- the item is defective;
- the item was damaged during delivery;
- you received the wrong product.
We do not accept returns or refunds for:
- change of mind;
- incorrect size or colour selection;
- personal preference;
- delayed deliveries caused by couriers or customs;
- custom or personalized products unless faulty or incorrect.
Personalized & Custom Products
Personalized or custom-made products are non-refundable and non-returnable unless:
- the item arrives damaged;
- the item is defective;
- we made an error with the customization.
Damaged Items
If your order arrives damaged, we may offer a replacement before issuing a refund.
To process a damage claim, customers must provide:
- clear photos of the damaged item;
- photos of the packaging;
- and photos of the shipping label.
This helps us investigate the issue with the courier and resolve the matter as quickly as possible.
Reporting a Problem
Please inspect your order upon delivery.
You must contact us within 3 days of delivery if:
- your order arrives damaged;
- your item is defective;
- or you received the wrong product.
To report an issue, please email:
orders@framoryprints.co.uk
Include:
- your order number;
- a brief description of the issue;
- clear photos or videos showing the problem.
Return Requests
To request a return, contact:
orders@framoryprints.co.uk
Subject line:
Return Request – [Order Number]
If your request is approved, we will provide:
- return instructions;
- the return address;
- and, where applicable, a return shipping label.
Items returned without prior approval will not be accepted.
Return Address
48 Ardern Terrace
LE3 1EA
United Kingdom
Shipping Costs
If the return or replacement request is approved due to:
- damage;
- defect;
- or incorrect item received,
we will cover the return shipping costs where applicable.
For all other situations, return shipping costs remain the responsibility of the customer.
Exchanges
Where possible, we may offer a replacement item for defective, damaged, or incorrect products.
If a replacement is unavailable, a refund may be issued instead.
Refunds
Once we receive and inspect the returned item, we will notify you whether the refund has been approved.
If approved, refunds will be issued to the original payment method within 10 business days.
Please note that banks and card providers may require additional processing time.
If more than 15 business days have passed since your refund was approved, please contact:
orders@framoryprints.co.uk
European Union Customers
For customers located in the European Union, the 14-day cooling-off period does not apply to:
- personalized products;
- custom-made items;
- goods produced specifically to the customer’s specifications.
This is in accordance with Article 16(c) of Directive 2011/83/EU).
For non-custom products, EU customers may still request a return within 14 days of delivery, provided the item is unused and returned in its original condition.