RETURN & REFUND POLICY

We are committed to resolving issues fairly and in accordance with applicable Philippine consumer protection laws. If there's a problem with your order, we'll work with you to find the most appropriate solution.

Eligible Returns, Replacements & Refunds

Please contact us within 7 days of receiving your order if:

• You received the wrong item.
• Your order arrived with missing items or components.
• Your item arrived heavily damaged or unusable.
• Your item has a significant manufacturing defect that affects its intended use.
• Your order appears to have been lost during delivery.

When submitting a request, please include:

• Your order number
• A brief description of the issue
• Clear photos and/or videos of the item, its packaging, and any visible damage (where applicable)

We'll review your request and respond as soon as possible.

Lost Shipments

If your order appears to be lost in transit, we'll coordinate directly with the shipping courier to investigate the shipment and keep you informed throughout the process.

If the courier confirms that your parcel has been lost, we'll provide an appropriate resolution, which may include a replacement or a refund.

Damaged, Defective or Incorrect Orders

In many cases, clear photos or videos are sufficient for us to verify the issue. If approved, we may send a replacement without requiring the item to be returned.

However, in certain situations, we may request that the complete order be returned before processing a replacement or refund. This may be necessary for reasons including, but not limited to:

• Quality inspection
• Verification of significant manufacturing defects
• Incorrect items received
• Investigation of shipping damage
• Fraud prevention or claim verification
• Other circumstances where inspection is reasonably necessary

If we request a return, FRAME BY FRAME will reimburse the reasonable cost of returning the order.

Customers may choose either of the following return methods:

Option 1 – Courier Pickup

We can arrange a pickup through our preferred shipping courier at your address on a mutually agreed pickup date. While we will request your preferred pickup time, courier arrival times are determined by the courier and cannot be guaranteed.

If the courier collects a shipping fee upon pickup, please keep your receipt or proof of payment. We will reimburse the reasonable return shipping cost after verifying the shipment.

Option 2 – Customer-Arranged Return

You may return the package using your preferred courier. Once the package has been shipped, send us a copy of your shipping receipt. We will reimburse the reasonable return shipping cost after verifying the shipment.

Shipping reimbursements are limited to the cost of a standard shipping service comparable to the original shipment. Additional charges for premium, express, or optional courier services will not be reimbursed unless approved by us in advance.

Please do not return any items until your return request has been reviewed and approved by us. Returns sent without prior authorization may experience delays in processing.

Once the returned order has been received and inspected, we'll process the approved replacement or refund as appropriate.

If a replacement order also arrives damaged or defective and we request its return, the same return process will apply. After receiving and verifying the returned replacement, we may, at our discretion, issue a refund instead of sending another replacement. If this applies, we will notify you before processing your claim.

Not Eligible for Returns, Refunds or Exchanges

The following are generally not eligible for returns, refunds, or exchanges:

• Change of mind
• Normal wear and tear
• Damage resulting from misuse, improper installation, accidents, negligence, or unauthorized modifications
• Claims that cannot be reasonably supported with sufficient evidence
• Orders confirmed as successfully delivered to the shipping address provided during checkout, unless a covered issue is verified

Requests found to be fraudulent, intentionally misleading, or abusive may be declined. We reserve the right to refuse future orders or restrict access to our website and services where fraudulent or abusive activity is reasonably suspected.