Framzoo Return & Refund Policy

1. Scope of Application

2. Eligibility for Return, Exchange, or Re-Customization

1. Product Damage: Physical damage such as cracks, deformation, or scratches on the frame border, glass, backboard, etc., upon receipt (you must provide photos of the intact outer packaging + real photos of the damaged product to prove that the damage was not caused by human factors during transportation);
2. Customization Errors: The actual customized content of the product (e.g., size, text, pattern, color, engraving details) is inconsistent with the order information you confirmed before placing the order (you must provide an order screenshot + real photos of the product to clearly identify the error);
3. Functional Defects: Accessories such as the frame's stand, hook, or hinge cannot be used normally, or there are quality issues affecting the product's normal display (you must provide a video/real photos of the problem);
4. Missing/Wrong Items Delivered: The received product does not match the order details (e.g., missing accessories, wrong style/specification). You must provide a photo of the package waybill + unboxing video as evidence within 48 hours of receipt.

3. Ineligible Scenarios for Return, Exchange, or Refund

1. Requests for return or exchange of customized products due to personal aesthetic preferences, unmet expectations, incorrect size judgment, or other non-quality-related reasons;
2. Customized products that have been used, installed, modified (e.g., self-cut backboard, attached decorations), or have missing packaging/accessories, which affect secondary sales;
3. Failure to inspect the product promptly after receipt and failure to report quality issues within the specified time limit;
4. Damage caused by force majeure (e.g., natural disasters, rough handling by couriers) during transportation, if no note was made at the time of signing or the package was not rejected (you need to cooperate with us to claim compensation from the courier);
5. Cancellation of orders or additional costs incurred due to changes to customization requirements after order confirmation (customized products cannot be canceled once production starts).

4. Application Process for Return, Exchange, or Re-Customization

1. Application Time Limit: Submit an application within 7 calendar days of receiving the product via the "Contact Us" channel on the official website, online customer service, or email (support@framzoo.com). Applications submitted after the deadline will not be accepted;
2. Required Materials:
   • Order number (available in the order confirmation email or your account center);
   • Real photos/videos of the product issue (clearly showing the damaged area, customization error details, or functional defects);
   • Photos of the outer packaging (including the courier waybill) (mandatory for damage-related issues);
   • Your request (return/exchange/re-customization/refund) and contact information;
3. Review and Processing:
   • We will complete the review within 2 business days of receiving your application and notify you of the result via email or SMS;
   • After approval:
     • Re-Customization: We will re-produce the product for free according to the customized requirements confirmed in the original order. The production cycle is the same as the original order, and the re-produced product will be shipped to your designated address for free upon completion;
     • Exchange: Please return the defective product to the designated address within 5 calendar days (shipping costs will be borne by Framzoo). After we receive and inspect the returned product and confirm it is in compliance, we will ship the replacement product within 3 business days;
     • Refund: Only applicable in special cases where the product cannot be repaired or re-customized. We will issue a full refund via the original payment method within 3-5 business days after inspecting the returned product (excluding customized expedited fees, if applicable);
4. Notes: When returning the product, please keep the original packaging (or use equivalent protective packaging) to avoid secondary damage. Failure to return the product as required or artificial damage to the product will result in the cancellation of return/exchange eligibility.

5. Refund Instructions

1. For eligible orders, the refund amount is based on the actual payment amount, excluding shipping fees (customized products are shipped for free by default, so no basic shipping fee will be deducted for refunds);
2. If you used a coupon or discount code, the refund will be issued based on the actual payment amount, and the coupon/discount code will not be reissued;
3. The refund processing time depends on your payment method: usually 3-7 business days for credit card payments, and 1-3 business days for PayPal/Alipay payments.

6. Special Notes

1. All Framzoo customized products are produced on-demand, and each product includes exclusive personalized design. Once production starts, the product cannot be resold. Therefore, "7-day unreasonable returns" are not supported. Please carefully confirm the customization parameters (size, text, pattern, etc.) before placing an order;
2. If you have questions about your customization requirements, please contact customer service to confirm the design draft before placing an order. We provide free design preview services to avoid customization errors;
3. Matters not covered in this policy shall be handled in accordance with relevant laws and regulations such as the Consumer Protection Law of the People's Republic of China and the E-Commerce Law. Framzoo reserves the right of final interpretation.

7. Contact Us

• Official Website Online Customer Service: Click the "Customer Service" icon at the bottom right of the page (Service Hours: Monday to Sunday, 9:00-21:00);
• Email: service@frame-zoo.com (Response within 24 hours);
• Phone: +1 800 829 4933 (Service Hours: Monday to Friday, 9:00-18:00).