Refund policy

Returns and Refunds

Last updated: September 17, 2026

We want you to feel confident when ordering from Wall Frame Studio. This policy explains when returns are accepted, how to request one, and how refunds are processed.

14-Day Return Window

You may request a return within 14 days after receiving your order. The return period begins on the confirmed delivery date, not the order date.

Return Eligibility

To qualify for a return, the item must be unused, uninstalled, and in its original condition.

The frame, artwork, glazing, backing, mounting hardware, and any included accessories must be free from scratches, cracks, dents, stains, alterations, or other signs of use or damage.

Whenever possible, the item must also be returned in its original protective packaging to help prevent damage during return transit.

A valid order number is required.

Items We Cannot Accept

We cannot accept returns for:

  • Items returned after the applicable return window

  • Items that have been installed, hung, used, altered, or damaged after delivery

  • Items with scratches, cracks, dents, stains, or missing components

  • Personalized, customized, or custom-made wall art or frames, except when defective, damaged, or incorrectly produced

  • Items clearly marked as final sale before purchase

  • Free gifts received as part of a promotion

  • Items damaged during return shipping because they were not packaged securely

How to Request a Return

  1. Email support@wallframestudio.com within 14 days of delivery.

  2. Include your order number, the item you wish to return, and the reason for the request.

  3. For damaged, defective, or incorrect items, include clear photos of the product, the shipping packaging, and the damaged or incorrect area.

  4. Wait for our return authorization and return instructions before sending anything.

Please do not send a return to any public or business contact address unless our support team specifically instructs you to do so.

Unauthorized returns may be refused or returned to the sender.

Return Shipping Costs

For change-of-mind returns, including choosing a different design, color, frame style, or size, the customer is responsible for arranging and paying for tracked return shipping.

Because wall frames and framed artwork can be fragile, returned products must be packaged securely and appropriately for transit.

We strongly recommend using a tracked and insured shipping service. Wall Frame Studio cannot be responsible for damage or loss occurring during return shipping when the return is arranged by the customer.

We do not accept unpaid or cash-on-delivery returns.

If we confirm that an item arrived damaged, defective, or materially different from what was ordered, Wall Frame Studio will provide an appropriate solution. Depending on the circumstances, this may include a replacement, refund, or coverage of reasonable return shipping costs when a physical return is required.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as possible after delivery.

If your wall frame or artwork arrives damaged, defective, or incorrect, contact us at support@wallframestudio.com within 7 days of delivery.

Please include:

  • Your order number

  • A description of the issue

  • Clear photos of the complete product

  • Close-up photos showing the damage or defect

  • Photos of the exterior and interior shipping packaging

Please keep the original product and packaging until your claim has been reviewed.

After verification, we may provide a replacement, refund, replacement component, or another appropriate remedy in accordance with applicable consumer law.

Damage During Installation or Use

Wall Frame Studio is not responsible for damage caused after delivery by improper handling, installation, mounting, storage, cleaning, modification, or use.

Customers are responsible for ensuring that frames are installed using appropriate mounting methods for the product, wall type, and weight.

This does not affect your rights regarding products that were already damaged or defective when delivered.

Refunds

After an authorized return is received and inspected, we will email you with the outcome.

If your refund is approved, it will be issued to the original payment method within 5–7 business days.

Your bank, card issuer, or payment provider may require an additional 3–10 business days to display the refunded amount.

For voluntary or partial returns, original shipping charges are not refunded unless applicable law requires otherwise.

When a consumer exercises a statutory right to withdraw from an entire eligible order, standard outbound delivery charges will be handled as required by applicable law.

Any premium, express, or expedited shipping upgrade is not refundable beyond any amount required by applicable law.

Exchanges

We do not currently process direct exchanges.

If you would like a different frame size, color, design, or style, you may return an eligible item for a refund and place a new order.

Custom-made or personalized products may not be eligible for this process unless they are defective, damaged, or incorrectly produced.

Order Cancellations

Contact us at support@wallframestudio.com as soon as possible if you need to cancel or modify your order.

We can cancel an order if it has not yet entered production or fulfillment.

Because some Wall Frame Studio products may begin preparation or production shortly after an order is placed, cancellation may no longer be possible once processing, production, or dispatch has started.

If the order has already been dispatched, the applicable return procedure will apply after delivery, subject to the eligibility conditions in this policy.

EU and UK Withdrawal Rights

If you are a consumer in the European Union or United Kingdom, you may have a statutory right to withdraw from certain eligible distance purchases within 14 days after delivery.

Certain products, including goods made to your specifications or clearly personalized, may be excluded from statutory withdrawal rights where permitted by applicable law.

Nothing in this policy limits any mandatory consumer rights that apply to you.

Contact Us

If you have questions about a return, refund, damaged product, or your order, contact us:

Wall Frame Studio
Website: wallframestudio.com
Email: support@wallframestudio.com