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Cancellation 

Requests to cancel an order must be made within a timely manner, And Frame usually start to prepare the workload of an order within 72 hours. If a cancellation request is made within the 72 hours, a full refund will be given. 

The customer will be responsible for arranging collection of their item(s) if they had previously dropped off or posted their item to us at And Frame.  

Cancellation after the 72 hours may incur a minimum fee and a minimum of £10 will be deducted from the refund given. 

For amendments to the order, please see Amendments under our Terms of Service

Returns

All Goods supplied by the Company are made to order, bespoke, custom-made and/or made to measure to the Buyer’s specification. Accordingly, the Company does not accept returns, cancellations, or offer refunds for change of mind, incorrect selection, measurement errors provided by the Buyer, or any reason other than fault or damage.

Returns Authorisation

Before returning any Goods, the Buyer must contact the Company to obtain returns authorisation by emailing contact@andframe.co.uk.

No Goods shall be returned without prior written authorisation from the Company.

Faulty or Damaged Goods

If the Buyer believes the Goods are defective, faulty, or have been damaged in transit, the Buyer must notify the Company in writing within a reasonable time of delivery, providing full details of the alleged fault together with supporting photographic evidence.

Upon receipt of returned Goods suspected to be faulty, the Company will inspect the Goods.

If inspection confirms that the fault is due to defective materials or workmanship, or damage in transit (where properly notified), the Company will, at its discretion:

  • Repair the Goods;

  • Replace the Goods; or

  • Provide a refund of the price paid.

In such cases, the Company shall reimburse reasonable return shipping costs.

Non-Fault Findings

If, upon inspection, the alleged fault is found to be the result of misuse, vandalism, accidental damage, malicious damage, incorrect installation, normal wear and tear, or any cause that cannot reasonably be considered an inherent defect in materials or workmanship:

  • The return request will be refused;

  • The Buyer shall be liable for all return shipping costs; and

  • The Company reserves the right to charge a reasonable inspection fee.

The Company may require payment of any such charges prior to returning the Goods to the Buyer. At the Company’s discretion, a quotation for repair may also be provided.

Responsibility for Return

Where a return is authorised, the Buyer is responsible for arranging and covering the cost of returning the Goods to the Company unless the Goods are confirmed by the Company to be faulty.

The Company reserves the right, at its discretion, to determine whether the Goods should be returned or whether the matter can be resolved by alternative means.

Refund Processing

Where a refund is agreed, it will be processed within a reasonable period and, in any event, within 30 days of confirmation that a refund is due.

Final Determination

All determinations made by the Company following inspection of returned Goods shall be final, subject to the Buyer’s statutory rights.