Refund policy
At FrameDrop, every poster, canvas, and metal print is custom-printed on demand specifically for your order. Because our products are manufactured to order, we maintain a clear policy regarding returns, replacements, and refunds.
Damages, Defects & Print Issues
Please inspect your order immediately upon reception. If your item arrives defective, damaged in transit, or if you receive the wrong item, please contact us at framedropsupport@gmail.com so we can evaluate the issue and make it right.
To process a claim for a damaged, defective, or misprinted item, please submit your request within 30 days of delivery with the following information:
- Your order number and email address used at checkout.
- Clear photos showing the defect, misprint, or physical damage to the artwork/frame.
- A clear photo of the exterior shipping box/packaging and the carrier shipping label.
Resolution:
Once verified, we will arrange a free replacement print shipped directly to you at no additional charge. You will not be required to ship the damaged item back to us.
Note: Cash refunds for damaged or defective items are evaluated on a case-by-case basis and are only issued if a replacement cannot be provided (e.g., if the item or frame option is discontinued).
Buyer’s Remorse, Mind-Change & Address Errors
Because every piece of artwork is printed on demand upon purchase, we do not accept returns, refunds, or exchanges for change of mind, ordering the wrong size, or buyer's remorse.
- Incorrect Address: If a package is returned to our fulfillment facility due to an incorrect or incomplete shipping address entered at checkout, you will be responsible for the carrier re-shipping fee to send the package to the updated address.
- Unauthorized Returns: Items sent back to us or our manufacturing facilities without first requesting a return and obtaining written approval will not be accepted or refunded.
Exceptions & Non-Returnable Items
Certain types of items cannot be replaced or refunded under any circumstances:
- Made-to-Order & Custom Prints: Standard wall art printed on demand, special order designs, and custom/personalized artwork.
- Promotional Items: Final clearance sale items, promotional giveaways, and gift cards.
Please get in touch with us at framedropsupport@gmail.com if you have questions or concerns about your specific item before placing an order.
Exchanges
Because all items are custom-printed upon ordering, we do not support direct product exchanges. If your item arrived damaged or incorrect, please follow the Damages, Defects & Print Issues process above to receive a free replacement.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification, provided the item is unused, in its original packaging, and in resalable condition with proof of purchase. Please note that statutory exemptions apply to goods made to consumer specifications or clearly personalized/made-to-order items.
Refunds & Processing Timelines
If a cash refund is approved by our support team (such as for an unresolvable defect or discontinued item), we will notify you via email.
- Once approved, you will be automatically refunded on your original payment method within 10 business days.
- Please keep in mind it can take additional time for your bank or credit card company to process and post the refund to your account statement.
- If more than 15 business days have passed since your refund was approved and you have not received it, please contact us immediately at framedropsupport@gmail.com.