Política de reembolso

We offer two types of products, with different return terms:

In-Stock Designs:

Non-personalized, ready-made products may be returned within 30 days of delivery for a refund, provided the item is unused and in its original condition and packaging. Return shipping is the customer's responsibility unless the item arrived damaged or defective. Once we receive and inspect your return, we'll process your refund to your original payment method within 5-10 business days.

Personalized Frames:

Because personalized frames are made to order with your custom text, name, or logo, we're unable to accept returns or exchanges on these items once production has begun, except in cases of damage or defect.

Damaged or Defective Items:

If any item (personalized or in-stock) arrives damaged or with a manufacturing defect, contact us within 30 days of delivery at hello@ngframes.com with your order number and photos of the issue. We'll replace the item or issue a full refund at no cost to you.

Order Errors:

If we made an error on your personalized order (wrong text, wrong logo, wrong item), let us know within 30 days of delivery and we'll correct it or refund you in full.

How to Start a Return:

Email hello@ngframes.com with your order number and reason for return. We'll confirm eligibility and provide return instructions.

Cancellations:

Personalized orders can only be canceled within 12 hours of purchase, since production begins shortly after. In-stock orders can be canceled any time before they ship. Contact us as soon as possible.

Refund Processing:

Approved refunds are issued to your original payment method within 5-10 business days of us receiving your return (or approving a damage/defect claim).

Questions? Reach us at hello@ngframes.com.