Refund policy

At FrameMyStory, customer satisfaction is important to us. Since many of our products are personalized and made specifically for each customer, our return policy differs from standard retail products.

Personalized Products

Personalized products are custom-made based on the photographs, names, or customization details provided by you.

Because these products are created specifically for you, they cannot be returned, exchanged, or refunded unless:

• The product arrives damaged.
• The wrong product is delivered.
• The product has a manufacturing defect.

Ready-to-Ship Products

Ready-to-ship products may be eligible for return or replacement if they arrive damaged, defective, or incorrect.

Requests must be submitted within 48 hours of delivery.

What We Require

To help us investigate your request, please provide:

• Order Number
• Photos of the product
• Clear images of the packaging
• An unboxing video (strongly recommended)

Without sufficient proof, we may not be able to process your request.

Non-Returnable Situations

Returns, exchanges, or refunds will not be accepted for:

• Incorrect photo uploaded by the customer.
• Spelling or customization errors submitted by the customer.
• Change of mind after order confirmation.
• Minor color differences caused by screen settings.
• Delivery delays caused by courier partners.
• Normal wear and tear after use.

Order Cancellation

Orders may be cancelled only before production begins.

Once artwork creation, printing, or manufacturing has started, cancellations are no longer possible for personalized products.

Refund Process

If your refund request is approved:

• Refunds will be processed to the original payment method.
• Processing may take 5–10 business days, depending on your payment provider.

Replacement Policy

If your order qualifies for a replacement, we'll remake and ship the product at no additional cost.