Refund policy

Return & Refund Policy


At Framilie, every piece is made with care, and we truly want you to love what you receive. If something isn't right, we're here to help.
 
Returns

We accept returns for frames only within 30 days of delivery. To qualify, the frame must be unaltered, uninstalled, and free of damage — items that have been mounted to a wall, modified, damaged by the customer, or are missing parts are not eligible.
Return shipping is the customer's responsibility for change-of-mind returns. If the issue is a manufacturing defect, we'll provide a prepaid shipping label instead.
Because each fabric print is custom-made just for you, prints are not eligible for return unless they arrive damaged or defective.


To start a return, please contact us at:
📧 support@framilie.com
Include your order number and a short note, and our team will guide you step by step.
Please note:
Returns sent without prior approval will not be accepted. If a returned frame shows damage or wear beyond normal handling, we reserve the right to deduct the cost of that damage from your refund.
 
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery with your order number and photos. We'll make it right—either with a replacement or a full refund, depending on your preference.
 
Exchanges
We don't offer direct exchanges. If a frame is eligible for return, send it back within 30 days of delivery and place a new order for the size you'd like. If a fabric print arrives damaged or defective, we'll remake it free of charge — no return needed. Please contact us at 📧 support@framilie.com to start.
 
Refunds
Once your return is received and inspected, we'll notify you of the approval status. If approved, your refund will be issued to your original payment method within 5–7 business days. Please note that your bank or credit card provider may take additional time to process the refund.


Non-Returnable Items
- Custom fabric prints (unless defective or damaged)
- Items marked "Final Sale" on the product page
- Gift Card

A discounted price does not by itself make an item final sale. Frames bought on promotion remain eligible for our standard 30-day return policy unless the product page explicitly marks them "Final Sale." Items that arrive damaged, defective, or incorrect are always covered, whatever their Final Sale status.
 
Order Changes & Cancellations
Because all prints are made to order, we're unable to cancel or modify orders once they've been placed. If you need help, feel free to reach out—we're always here to support you.
📧 support@framilie.com


We're always happy to help and will do our best to make things right.