Refund policy

Return Policy:

We are committed to your satisfaction and want to ensure a hassle-free shopping experience. If you are not completely satisfied with your purchase due to the following: Damage to frame or incorrectly ordered frame size, you may return the item(s) within 14 days of receiving your order. To initiate a return, please follow these steps:

1. Contact our customer support team to request a return authorisation .
2. Pack the item(s) securely in the original packaging, including all accessories and tags.
3. Include a copy of the original invoice or order confirmation in the package.
4. Ship the package to the address provided by our customer support team.

Please note the following guidelines:

- Items must be in new, unused condition to be eligible for return. 

- Card Compatibility: Returns will not be accepted for frames that were used to fit cards not listed in our official compatibility list. Please ensure your card is listed before attempting to use the frame.

- Used Frames: Once a frame has been opened and pulled apart, it is considered used and is no longer eligible for return. Please carefully read the product description and confirm compatibility before disassembling the frame.

• Any personalised or upgraded optioned items are non-returnable including Front Sheet upgrades (3mm & UV options)
  - Shipping and handling charges are non-refundable.
  - Returns are subject to inspection, and we reserve the right to refuse refunds if items do not meet our return criteria.
  
  Upon receiving and inspecting the returned item(s), we will process your refund within 5 to the original payment method used. If you wish, we can also offer store credit or an exchange.

📦 Return to Sender / Uncollected Parcels

• If a parcel is returned to us because it was uncollected or undeliverable, we’ll contact you once it arrives back.
• Re-shipping is available at the buyer’s expense.
• Original postage costs are non-refundable.
• If the returned item arrives damaged, it is not eligible for any refund.
• If there’s no response within 14 days, the order will be considered complete.
• Items will be held for 30 days before being restocked or disposed of.

 

🔁Restocking Fee:

Returned orders (including those marked “return to sender” after multiple delivery attempts) will incur a 25% restocking fee to cover handling, repackaging, and administrative costs.

For any further questions or assistance, please contact our customer support team. We appreciate your business and are here to ensure your satisfaction.

PRE-ORDER POLICY: 

Pre-order items are not in stock.

By placing an order, you are securing stock from an upcoming production batch.

Estimated dispatch timeframes are provided on each product page and are approximate only. Delays may occur during manufacturing or shipping.

Pre-orders cannot be cancelled or refunded once placed, as stock is allocated specifically to your order.

In some cases, we may offer a store credit or exchange for an item of equal value.

Orders containing pre-order items will be shipped once all items are ready, unless otherwise arranged.