Refund policy

Refund & Cancellation Policy – Frame Stop

We have a 5-day return policy for eligible products, which means you have 5 days after receiving your item to request a return. Please review our specific policies below for different product categories.

1. Customized Products

Due to the personalized nature of customized products, such as baby birth details frames, family photo frames, and Family Crossword Wall Frames, the following policies apply:

Replacement Policy for Damaged Items Only

If your customized product arrives damaged, we will provide a replacement as soon as possible. To process the replacement, we require clear photographic evidence of the damage.

Cancellation Policy

For customized products, cancellations are not applicable once production has started. However, we offer a 3-hour window after placing your order for modifications or updates to the details. Please contact us within this time.

No Returns or Refunds for Other Reasons

Since customized products are made specifically for each customer, we cannot offer refunds or accept returns for other reasons, including incorrect customization details provided by the customer.

2. Partial COD Orders

For orders placed under the Partial Cash on Delivery (COD) payment option, the following terms apply:

Partial Payment Terms

Customers pay a minimum amount upfront, with the remaining balance due upon delivery.

Unclaimed COD Orders

If a customer refuses to accept the COD parcel and it is returned to us, the partial amount already paid is non-refundable, subject to applicable law. We will offer one free resend of the product, provided the customer agrees to cover the applicable return courier charges.

3. Non-Customized Product Refund Policy

We offer a refund to your original payment method under the following conditions:

Order Lost in Transit

If your order is lost during transit, you may choose a refund or request a resend. Resending an order generally takes 5–9 business days to process.

Incorrect or Damaged Items

If you receive an incorrect or damaged item, we will review the issue and may provide a replacement or refund, as applicable. Clear photographic evidence may be required.

Delayed Delivery (15+ Business Days)

For delivery delays exceeding 15 business days due to circumstances beyond our control, we may offer compensation in the form of store credit through a coupon code, subject to applicable law.

Returns Due to Incorrect Address

If a product is returned because of an incorrect address or because the consignee cannot be located, the customer may be required to pay the applicable courier charges for resending the product.

4. Digital Products

All digital product sales, including digital downloads, templates, and worksheet bundles, are final. Refunds and returns are not available for digital content once delivered or made accessible, except where required by applicable law.

For any questions, please contact us before completing your purchase.

5. Return Process

To initiate a return or report an issue with your order, contact us using the details provided below.

If your return is approved, we will provide the necessary return shipping instructions. Returns sent without prior approval may not be processed.

6. Refunds

Once a return is inspected and approved, eligible refunds will be processed to the original payment method within 10 business days. Please allow additional time for your bank or payment provider to complete the transaction.

If you have not received your refund within 15 business days after approval, please contact us.