There will be a 25% restocking fee applied to returned items. The product must be repackaged as it was originally delivered to you. Consumer pays for the return shipping.
Defective Merchandise - Frames-Direct accepts responsibility for defective merchandise, unless the defect was stated in the description. An example of this would be a piece of scratched styrene facing that is discovered after the protective film on it is peeled. In the case of a bad facing, we would replace just the facing. We may also ask that you send a picture of the defective product. You can send that picture to email@example.com. We may ask that you return the item, if so; we will e-mail you with the request and we will pay for the shipping to return the item. Please do not return it unless we have specifically requested that you do so. You will not be reimbursed for shipping back to us without prior acknowledgement.
Damaged Goods - Sometimes our products are damaged in shipping. We will reship the product out to you free of charge if it is due to packing or shipment issues. We may ask to see pictures of the damaged product including the box if it is damaged. You can send those pictures to firstname.lastname@example.org. If the damage is due to shipment, we need to know that as well. In the case of a damaged item, you would keep the damaged item so that FedEx can document the damage if necessary. Inspect your frames carefully especially if you see damage to the outer carton. You can refuse a shipment if you notice damage to the exterior of the box. If you choose to take the order, please note on the bill of lading that it was damaged upon arrival.
Oops, I ordered the wrong size - If you made a mistake in sizing your frame, we will accept a return and will refund your merchandise total after we receive the goods. They have to be returned in good condition, so be sure to pack them accordingly. All of our frames are sized by the inner dimension, which is the size of your item to be framed. We do not refund shipping if you make a mistake or change your mind.
Closeout Corner - No returns or refunds on closeout items.
Order Errors - If we send you the wrong product we will take full responsibility for replacement. Remember our frames are sized by inner dimension, NOT outer dimension. The outer dimension of your item to be framed will be the inner dimension that you order.