Returns and Refunds Policy
Last updated: 31/03/2026

 

At The Framestoreuk Ltd, we want you to be completely happy with your purchase. This policy explains your rights and how to return items if needed.

 

Your Right to Cancel (Online Orders) - 
Under the Consumer Contracts Regulations 2013, you have 14 days from receiving your order to cancel for any reason. You then have a further 14 days to return the items to us.

 

To cancel your order:

• Email us at theframestoreukltd@gmail.com with your order number and "I wish to cancel my order"

• Or use the cancellation form included with your order

• Or contact us through our website Contact Us page.

 

You don't need to give a reason, but we'd appreciate any feedback to help us improve.

 

How to Return Items - 
Once you've notified us of cancellation:

• Pack items securely in original packaging if possible

• Include your order number inside the package

• Send to: The Framestoreuk Ltd, 263 High Street, Kirkcaldy, Fife, KY1 1JH.

 

We recommend using a tracked service and keeping proof of postage
Return postage: You are responsible for the cost of returning items to us, unless the items are faulty. We recommend using a tracked service such as ROYAL MAIL TRACKED 48  for returns.

 

Refunds - 
We will process your refund within 14 days of receiving your returned items (or proof that you've sent them back). Refunds are made to your original payment method.

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Your refund will include:

• Full price of items returned

• Original standard delivery cost (if returning all items from an order)

We may reduce your refund if items show signs of use beyond what's necessary to inspect them—similar to how you might handle items in a shop.

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Items That Cannot Be Returned - 
Some items are exempt from the cooling-off period:

• Personalised or custom-made items made to your specifications

• Sealed hygiene products that have been opened after delivery

• Sealed audio, video or software if the seal is broken

• Perishable goods

• Items that become inseparably mixed with other items after delivery

• Faulty or Damaged Items

 

If your item is faulty or arrives damaged, please contact us within 30 days for a full refund. We will also cover the return postage for faulty items.

After 30 days, we can offer repair or replacement under the Consumer Rights Act 2015. Please contact us at theframestoreukltd@gmail.com with photos of the fault.

 

Exchanges - 
We don't offer direct exchanges. To get a different size or colour, please return your original item for a refund and place a new order.

 

Questions? - 
Contact us at theframestoreukltd@gmail.com or 07595878163 if you have any questions about returns.