Refund policy

RETURN AND REFUND POLICY

Last updated: 23 June 2026

Our promise
Every Framewick frame is made to order and crafted with care. If your order is not right because of a fault or an error on our part, we will put it right.

Damaged or defective items
If your frame arrives damaged or defective, please contact us at support@framewick.com within seven days of delivery, including clear photographs of the damage and your order number. Where a damaged or defective item is confirmed, we will provide a full refund or a replacement at no cost to you, and you will not be asked to return the damaged item. Notification with supporting images within seven days of delivery is required for a full refund on this basis. This does not affect your statutory rights in respect of goods that are not as described, not of satisfactory quality, or not fit for purpose.

Change of mind
Because our products are made to your specification, they are exempt from the standard fourteen-day right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where a custom item has been produced correctly to the specification you provided, we are unable to offer a refund on the grounds of a change of preference. That said, if your order is not to your liking, we are always happy to discuss rectifying matters with you on a case-by-case basis.

How to make a claim
Email support@framewick.com with your order number and a brief description of the issue, attaching a photograph where relevant. We will respond within two working days and resolve your query promptly.

Refund processing
Approved refunds are issued to your original payment method within five to ten working days, depending on your bank or card provider.

Consumer rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.