Return and Refund Policy

At Frame Your TV, we strive to ensure that you are completely satisfied with your purchases. As all our products are made to order, here are the terms for returning products and requesting refunds:

Return Eligibility

  1. Standard Products (accessories, standard brackets and moulding samples):
    • Products may be returned within 14 days of receipt if they are in new and unused condition.
    • Items must be returned in their original packaging, along with all accessories and documentation.
  2. Custom and Bespoke Orders:
    • Returns for custom-made or bespoke items are not accepted unless they are faulty and cannot be fixed, as these products are designed specifically for your order and cannot be resold.

Faulty Products:

  • Any product defects or issues must be reported within 3 days of receipt to qualify for a return or exchange.
  • For items that develop a fault within 28 days of delivery, we will arrange for an inspection, replacement, or repair as necessary.

Refunds:

  • Refunds will be processed within one week of receiving the returned item and confirming the condition.
  • A 5% administration fee applies to all cancelled orders, and further fees may be added if materials for your order were already procured.

Return Process:

  • To initiate a return, please contact our customer service to obtain a return authorization and instructions at enquiries@frameyourtv.co.uk
  • Customers are responsible for return shipping costs unless the item is faulty.

Cooling Off Period:

  • You have the right to cancel your purchase within the seven-day cooling-off period that begins the day after you placed your order. This must be done in writing.
  • For stock items, you have the right to cancel your purchase within the seven-day cooling-off period that begins the day after you received your order. This must be done in writing.

Additional Charges:

  • If goods are returned damaged or not in their original condition, a restocking fee of at least 15% of the product price plus a £35 administration fee may be charged.

Receiving Your Return:

  • Upon receipt of the return, items will be inspected, and refunds or exchanges will be processed based on the items’ condition.
  • We recommend using a trackable shipping service to ensure your return reaches us.

For any questions regarding returns or refunds, please reach out to our customer service team at info@FrameYourTV.co.uk.