Refund policy

Frame-A-Game offers a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

As all frames are made-to-order, returns are only accepted if there is a fault with the frame such as damage in transit. If you have changed your mind, you may still be able to return your purchase but only if it's a standard bought item (ie. not personalised to you via a custom order or personalised plaque). More info can be found here under the "If you bought the item online, over the phone or by mail order" section.

To start a return, begin a request by emailing hello@frameagame.com. Please note that returns will need to be sent to the following address: Returns, Frame-A-Game Limited, 11 Drakes Court, Quayside Walk, Marchwood, Southampton, SO40 4AA, United Kingdom.

Items sent back to me without first requesting a return will not be accepted. Also note you (the customer) must pay for return postage, this will be deducted from your refund.

If the item is not in the same condition as when you purchased it (for example, removing the film from the acrylic glass) there will be a fee deducted to cover the cost of this. The item/s must also not be damaged, if deemed necessary, an appropriate deduction will be made from your refund before being released to you. 

Damages and issues
Please inspect your order upon receiving and contact me immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, returns on sale items or gift cards are not accepted.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the 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 a justification. As above, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
You'll be notified once your return has been received and inspected. Further to this you'll be told if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days, minus any shipping and/or damage costs. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since you return was approved, please contact hello@frameagame.com