Refund policy

At FrameKeeps, we want you to be completely satisfied with your purchase. This policy applies to orders delivered within the United Kingdom.

Returns

You may return eligible products within 30 days of delivery.

Returned products should:

  • Be unused and in their original condition
  • Include the original packaging where reasonably possible
  • Include all accessories, components, and documentation
  • Include proof of purchase or a valid order number

You may inspect a product as you would in a physical shop. We may reduce your refund if unnecessary handling has reduced the product’s value.

Non-Returnable Products

Change-of-mind returns are generally unavailable for:

  • Personalized or custom-made products
  • Products created using customer-supplied photographs, names, text, or designs
  • Gift cards
  • Sealed hygiene-sensitive products after opening

These exclusions do not affect your rights if an item is damaged, defective, incorrect, or not as described.

How to Request a Return

  1. Email info@framekeeps.com or call +31 6 15603140.
  2. Provide your order number, the product concerned, and the reason for returning it.
  3. Wait for approval and detailed return instructions.
  4. Send the product to the supplied return address within the applicable return period.

Please do not return products without contacting us first.

Return Shipping

Customers are responsible for return shipping costs for change-of-mind returns.

FrameKeeps will cover reasonable return shipping costs when a product is:

  • Damaged
  • Defective
  • Incorrectly supplied
  • Materially different from its description

We recommend using a trackable delivery service and keeping your shipping receipt. Customers remain responsible for change-of-mind returns until they are delivered to us.

Return Summary

  • Return period: 30 days after delivery
  • Return method: By mail
  • Restocking fee: None
  • Change-of-mind return costs: Paid by the customer
  • Damaged, defective, or incorrect return costs: Paid by FrameKeeps
  • Refund method: Original payment method
  • Currency: EUR (Euros)

Refunds

After receiving and inspecting your return, we will notify you by email.

Approved refunds will be issued to the original payment method within 14 days after we receive the returned product or acceptable proof that it has been sent, whichever occurs first.

Your bank or payment provider may require additional time to display the refund.

If you return an entire eligible order, we will refund the original standard delivery charge if one was paid. Additional express or upgraded delivery costs are not refundable beyond the cost of standard delivery.

Partial Refunds

A reasonable deduction may be made when:

  • The product was handled beyond what was necessary for inspection
  • The customer damaged the product
  • Accessories or components are missing
  • Unnecessary handling reduced the product’s value

Any deduction will reflect the actual reduction in the product’s value.

Damaged, Defective or Incorrect Products

Please inspect your order after delivery. If there is a problem, contact us as soon as possible and provide:

  • Your order number
  • A description of the issue
  • Clear photographs of the product

  • Photographs of the packaging and shipping label, when relevant

Depending on the circumstances, we may offer a repair, replacement, price reduction, or refund in accordance with applicable consumer law.

Exchanges

We replace products that arrive damaged, defective, or incorrectly supplied.

If you would like a different non-personalized product, contact us to check availability. You may need to return the original product and place a new order.

Personalized products cannot normally be exchanged unless they are damaged, defective, or incorrectly produced.

Late or Missing Refunds

If an approved refund has not arrived:

  1. Check your bank account again.
  2. Contact your bank, card issuer, or payment provider.
  3. Allow their standard processing time.
  4. Contact us if the refund is still missing.

UK Cancellation Rights

UK customers generally have the right to notify us of a cancellation within 10 days after delivery and then have another 14 days to return eligible products.

Our 30-day return period provides additional time and does not restrict your statutory consumer rights.

Contact Us

Email: info@framekeeps.com
Phone: +31 6 15603140
Business location: Netherlands

Contact Us

If you have questions about a return, exchange, or refund, please contact us:

Trade name: FrameKeeps
Email: info@framekeeps.com
Phone: +31 615603140
Return address: Het Hout 35, 9723 LA Groningen, Netherlands