Returns & Refunds - Framelane 90-Day Promise

Not in love with your frame? You have 90 days from delivery to return it.

Return shipping

• Days 0–30: On us, we'll send you a free prepaid return label.
• Days 31–90: Return shipping is covered by you.

Your refund depends on condition

How much you get back depends on the condition the frame comes back in:

• Frame still with the acrylic film intact: 100% refund. You're welcome to open the shipping box to check your frame arrived safely. As long as the frame itself is still sealed in its original shrinkwrap, the protective film on the acrylic hasn't been peeled, and it's undamaged, you get a full refund and it goes straight back into stock.
• Protective film peeled: 75% refund. Once either layer comes off, the frame is exposed to scratches in transit and can no longer be sold as new. The 75% covers inspection, re-protecting the frame, and repackaging.
• Returned damaged, scratched, or without the original packaging: refund at our discretion based on condition, or the return may be declined. (This does not apply to items that were delivered damaged. See below.)

Original packaging

Our frames are shipped with a peel-off film on the acrylic, a thin film on both sides of the clear "glass" front. It prevents scratches and looks slightly cloudy or tinted. That's the film, not the acrylic itself.

If there's any chance you'll return the frame, leave the film on. You can open the outer shipping box to confirm everything arrived safely, but keeping the frame with the film intact is what protects your full 100% refund. Once either layer is removed, the frame is exposed to scratches on the return trip and can no longer be sold as new, so the refund drops to 75%.

When you're sure you're keeping it, peel the film from both sides before adding your print. The acrylic underneath is crystal clear, and there's a small tab on one corner to help you start.

Damaged or defective?

Always free and fully covered within 90 days. Send a photo to support@framelane.com within 14 days of delivery and we'll ship a free replacement or refund you in full, including all shipping.

How to start a return

Reach out by email at support@framelane.com or through the chat on our site, and we'll gather all the details about your order to get your return processed. Have your order number handy if you can, as it helps us move faster. Once we receive and inspect your frame, your refund is issued within 5 business days to your original payment method.