1. Custom-Prepared Products

Each FrameCert frame is prepared for a specific document size, configuration, and presentation standard. Once production or assembly has begun, orders cannot be canceled or returned for change-of-mind reasons.

Customers are encouraged to review size guides, product details, and compatibility information carefully prior to ordering.

2. Order Cancellation Window

Orders may be eligible for cancellation within a very limited time after placement, provided that production, assembly, or shipping preparation has not yet begun.

Due to the custom-prepared and time-sensitive nature of FrameCert products, all cancellation requests are reviewed on a case-by-case basis. Once an order has entered production, assembly, or international shipping processing, it can no longer be canceled.

FrameCert cannot guarantee that a cancellation request can be accommodated after an order is placed. Approval of any cancellation request remains at FrameCert’s sole discretion.

If a cancellation request is approved prior to processing, a full refund will be issued.

3. Non-Returnable Situations

Returns or refunds are not accepted for the following reasons:

· Incorrect size selection by the customer

· Preference-based concerns, including color tone, wood grain variation, or aesthetic expectations

· Frames that have been installed, mounted, or otherwise handled after delivery

· Orders placed in error or no longer needed

Natural characteristics of solid wood and handcrafted materials—including subtle grain patterns, tone variations, and minor texture differences—are normal and are not considered defects.

4. Issues Covered by FrameCert

FrameCert stands fully behind the quality of its products. We will provide resolution if any of the following occur:

· Damage during shipping

· Manufacturing or assembly defects

· The product received does not match the order specifications

To initiate a review, customers must contact us within 7 days of delivery and provide clear photos of the item and its original packaging.

5. Resolution Options

After review and verification, FrameCert will determine the most appropriate resolution based on the nature and severity of the issue. Resolution options may include:

· A free replacement (our preferred and most common solution)

· A partial refund, offered at FrameCert’s discretion for minor cosmetic imperfections that do not affect structural integrity, archival protection, or display quality

· A full refund without requiring return of the item, in rare cases where replacement is not feasible

Any refund amount, when applicable, is determined solely by FrameCert.

6. Returns & Shipping

Due to the custom-prepared and international nature of FrameCert products:

· In certain verified cases, and solely for resolution efficiency, FrameCert may determine that return of the affected item is not required

· Whether a return is required is decided exclusively by FrameCert, based on the specific circumstances of each case

· Return shipping is not provided for non-eligible return situations

· Approved replacement items are shipped at no additional cost

7. Final Notes

This policy is designed to ensure fairness, sustainability, and long-term quality for all customers. By placing an order with FrameCert, you acknowledge and agree to this Return & Resolution Policy.

If you have questions prior to ordering, our team is always happy to assist.

Contact: support@framecert.com

Q1. Can I cancel my order after placing it?

A:
You may request a cancellation shortly after placing your order if production, assembly, or shipping preparation has not yet begun.

Because FrameCert frames are custom-prepared and processed quickly, cancellation requests are reviewed case by case and cannot be guaranteed. Once an order enters production or international shipping processing, it can no longer be canceled.

If a cancellation is approved prior to processing, a full refund will be issued.

Q2. Do you accept returns if I change my mind?

A:
Because each FrameCert frame is custom-prepared for a specific document size and presentation standard, we do not accept returns for change-of-mind reasons once production or assembly has begun.

We recommend reviewing size guides and product details carefully before ordering. If you have questions before placing an order, our team is happy to help.

Q3. What if my frame arrives damaged or defective?

A:
If your frame arrives damaged during shipping, has a manufacturing defect, or does not match your order specifications, we will make it right.

Please contact us within 7 days of delivery and include clear photos of the product and packaging. In most cases, we will send a free replacement at no additional cost.

Q4. Will I need to return the frame if there is an issue?

A:
In certain verified cases, and for resolution efficiency, we may determine that returning the item is not necessary.

Whether a return is required depends on the specific situation and is decided by FrameCert. Our goal is always to resolve issues fairly while minimizing inconvenience for our customers.

Q5. Do you offer partial refunds?

A:
In limited situations, a partial refund may be offered at FrameCert’s discretion for minor cosmetic imperfections that do not affect the frame’s structure, archival protection, or display quality. 

Whenever possible, we prioritize sending a replacement to ensure you receive a frame that fully meets our standards.