Returns and Refund Policy
Our Terms and Conditions
Every order we receive, wherever you are in the world when you place your order, is just as important to us as the next; that’s why we make sure we take care with every product we supply, in the hope this arrives in the same perfect condition it left us in. However, occasional things can go wrong, and it may unfortunately result in an item, or order, arriving damaged or faulty.
Please view below the important refund and returns information.
Unfortunately, In2Frames operate a non-returnable policy unless the item has arrived damaged or faulty. Should your item have arrived in a condition different to that expected, please follow the returns procedure under “Damaged or Faulty Goods”, and a member of our team will be able to assist with the issue being experienced. Returned items are at Management’s discretion. If it is found that an item has been purposely damaged or made faulty in order for us to authorise a return on it, this will be returned to sender (if it has been received back, inspected and suspected or found to have been tampered with whilst in your possession) or the return will be refused.
Return for Exchange
Unfortunately, we do not accept exchanges. Please order your product with care.
Damaged or Faulty Goods
Although we take as much care as possible packaging and dispatching our customer orders, sometimes things can go wrong which are out of our control. Regrettably it can happen where damage is incurred to a parcel, or item, whilst in transit.
If you have received a damaged item, or one that has not arrived in the expected condition, please notify us by email within 2 working days of receiving your order.
Our email address for ALL orders, returns and requests is firstname.lastname@example.org:
Your full name
Your order number
Item(s) to be returned
Clear image evidence of damage/fault experienced
Resolution preference (refund/replacement)
Once you have reported your issues to us, a member of our Customer Service team will authorise the return/replacement/refund of the affected item within 2 working days via email, and provide an RMA number for your return if required. If we require the faulty/damaged item back we will provide a prepaid returns label for the item(s) to be returned to us at no cost to yourself, which can be simply applied to the outside of your returning parcel.
Please note, failure to provide us with the above product information alerting us to any issues experienced with your order within two working days may mean that refunds or replacements cannot be provided, unless the product comes complete with a Manufacturer Warranty or Guarantee, or at the discretion of Management at In2Frames Ltd.
Whilst we endeavour to be able to replace any faulty or damaged item, on occasion regrettably this may not be possible. This may be due to stock issues, quality concerns, or various other factors. If we are unable to provide you with a replacement product we will arrange for either a partial, or full, refund to be issued depending on the circumstances.
As mentioned above, should we require the faulty or damaged item back, a prepaid returns label will be provided to you at no cost, ensuring a free return on the item(s) in question. Prepaid returns can only be authorised by Management, and then confirmed by email. We will provide a prepaid returns label for all faulty/damaged returns unless there is a specific reason where this is not possible, such as us not requiring the item back, your location being outside of the UK or other possible factors that may affect the circumstances in which we would normally be able to cover return postage costs.
Important: We may require your faulty or damaged item back, as would any retail shop. Please DO NOT dispose of faulty or damaged goods unless you have been instructed to by our Customer Service team. If you have disposed of goods that you may require a replacement or refund on, before we have confirmed it is suitable to do so, we are unfortunately unable to action any resolution.
We recommend that all returns are sent back to us on a fully tracked delivery service to ensure peace of mind and safe delivery. Unfortunately we cannot be held responsible for items going missing whilst being returned to us. Should you choose not to use a tracked delivery service, please keep hold of your Proof of Postage, provided by your chosen courier, to enable you to make a claim, should this be required. This is free of charge from ALL couriers, as it simply confirms the item has been successfully received by them and therefore falls under their responsibility to ensure safe delivery.
For your convenience, we have included below some handy links to tracked delivery services that you can arrange from home, to ensure your returning parcel arrives safely and securely back to us. Please ensure you include YOUR address clearly on any package being returned to us, should any damage be incurred to the parcel whilst in transit thus meaning it needs “returning to sender”.