Refund policy

FrameStory strives to provide high-quality custom prints that capture life’s memories!  However, if you receive an item you believe has print damage, we are committed to addressing the issue promptly. Please read the following return policy carefully:

Print Damage:
If you receive an item that is damaged during the printing process or during transit, we will gladly replace the item at no additional cost to you. We take full responsibility for any print-related defects or errors. Please contact our customer support team within 30 days of receiving the item to initiate the return process.

To initiate a return due to print damage, please follow these steps:

1. Contact our customer support team via help@framestory.com within 30 days of receiving the item.
2. Provide your order number and photographs of the area with print damage.

Our customer support team will guide you through the return process and provide you with instructions on how to return the item.

Refunds:
As custom printed items are specifically designed and produced according to your unique uploaded image, we do not offer refunds for any other reason than print damage. It is essential to review and confirm all details, including design, size, color, and spelling, before placing your order. We encourage you to double-check all information provided to ensure accuracy.

Cancellations and Modifications:
Once an order has been placed, cancellations or modifications can not be made.

Additional Terms:
Custom printed items may have slight variations in color, placement, or sizing compared to the digital representation on our website. These variations are considered normal and do not qualify as print damage.

We are not responsible for errors in design, spelling, or other details provided by the customer during the order process.

If a replacement item is unavailable due to discontinued materials or design changes, we will work with you to find a suitable alternative or provide a refund solely for the print damage.

By placing an order for a custom printed item, you acknowledge that you have read, understood, and agreed to abide by the terms and conditions outlined in this return policy.

If you have any questions or concerns regarding our return policy or need further assistance, please contact our customer support team via help@framestory.com

We appreciate your business and look forward to helping you!