Refund policy

Refund & Returns

 

1. Made-to-Order & Personalised Items

 

All frames and mounts are made individually to your exact specifications.

Under the Consumer Contracts Regulations 2013, goods made to a customer’s specifications or clearly personalised are exempt from the standard 14-day cancellation period.

 

For this reason:

• We do not accept returns for change of mind.

• We do not offer refunds for incorrect measurements supplied at checkout.

• We do not offer refunds if you later decide you do not like your material selection.

Please ensure all sizes, finishes and specifications are checked carefully before placing your order. If you are unsure, we encourage you to contact us before purchasing.

2. Damaged in Transit

 

If your order arrives damaged, you must notify us within:

7 days of delivery

Please email:

• Your order number

• Clear photographs of the damage

• Photographs of the packaging

Email: info@weframe.art
Telephone: 01244 677664

Once confirmed, we will arrange a replacement made to your original order specification.

3. Manufacturing Faults

 

If your frame has a manufacturing fault, please notify us within:

30 days of delivery

In line with your statutory rights under the Consumer Rights Act 2015, we will:

• Repair or replace the item, or

• Provide a refund if a repair or replacement is not possible.

Faults do not include damage caused by misuse, accidental damage, incorrect handling, or normal wear and tear.

 

4. Returns Window

 

• Transit damage must be reported within 7 days of delivery

• Manufacturing faults must be reported within 30 days of delivery

Claims made outside these periods may not be accepted.

 

5. Returns Costs

 

If your item is confirmed as:

• Damaged in transit, or

• Faulty due to a manufacturing issue

We will:

• Cover the full cost of return shipping

• Provide a prepaid return label or arrange collection

• Send a replacement at no cost to you

There is no charge to the customer in these circumstances.

As all items are bespoke, we do not accept returns outside of the situations outlined above.

 

6. Authorised Returns

 

Returns must be authorised by our team before being sent back.

Unauthorised returns may be refused.

 

7. Your Statutory Rights

 

Nothing in this policy affects your statutory rights.