At Frame Heaven, we are dedicated to crafting high-quality, personalized products that celebrate your unique memories. Because each item is made-to-order especially for you, we operate on an exchange-only basis.
Please read our policy carefully to ensure a smooth process.
Conditions for an Exchange
We will gladly provide a free exchange if your item meets one of the following criteria:
- Damaged or Defective: The item arrived broken, damaged, or with a clear manufacturing defect.
- Incorrect Item Received: You received a different product, size, or design than the one you ordered.
To be eligible, your item must be unused and in the same condition that you received it.
We do not accept exchanges for:
- Customer input errors (e.g., spelling mistakes in personalization).
- Change of mind.
- Items that have been used, altered, or damaged by the customer.
How to Request an Exchange (3-Day Window)
You must initiate an exchange request within 3 days of your delivery date.
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Contact Us Immediately: Reach out to our support team with your exchange request via:
- Email: framehaven99@gmail.com
- WhatsApp: +91 98633 42358
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Provide Your Details: In your message, please include:
- Your full name and WhatsApp Number.
- A clear description of the issue.
- Mandatory: High-quality photos or a video showing the damage or incorrect item. This is required for us to process your request.
- Await Approval: Our team will review your request within 1-2 business days. If approved, we will provide you with detailed instructions for the exchange process.
Important Policy Details
- No Refunds: Due to the custom nature of our products, we do not offer refunds. All sales are final, with exchanges offered only for the reasons listed above.
- Shipping Costs: We will cover the shipping costs for sending out a replacement item if the error was ours (damaged, defective, or incorrect item).
- Processing Time: Once we have approved the exchange, a new item will be processed and shipped to you within 5–7 business days.
By placing an order on our website, you agree to the terms of this Return & Refund Policy.
Contact Us
For any questions about your order or this policy, please don't hesitate to contact us.
- Email: framehaven99@gmail.com
- WhatsApp: +91 98633 42358
Thank you for choosing Frame Heaven! 💖
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