Returns & Refunds Policy

Return Eligibility

You may request a return within 14 days of receiving your order. To be eligible, the item must be unused, in perfect condition, and returned in its original, undamaged packaging with all components included. Return shipping costs are the responsibility of the customer. Once we receive the returned item, we will carefully inspect its condition and confirm that all parts are present before approving a refund.

Important: A clear photo or video of the unboxing process, recorded immediately upon delivery, is a required condition for any return request.

How to Start a Return

To initiate a return, please email us directly at studio@framesanddepths.com within 14 days of receiving your order. In your message, kindly include your order number and a brief reason for the return. Please use “Product Return” as the subject line. Our team will guide you through a simple and transparent returns process.

Refunds

Approved refunds are issued to the original payment method used at checkout. Refunds are processed after the returned item has been inspected and approved.

Exchanges

We do not offer product exchanges. If you wish to purchase a different item, a new order must be placed.

Return Shipping

In all return cases, the customer is responsible for return shipping costs.

Damaged Items Upon Arrival

If your item arrives damaged, a photo and video recording of the unboxing process upon arrival is required. After reviewing the materials and confirming that the damage was not intentional, we will send a replacement item free of charge.

Order Cancellation

Orders may be cancelled within 12 hours of purchase. Once preparation or production has begun, cancellations may no longer be possible. As each piece is individually crafted with care, we begin processing orders shortly after they are placed to ensure timely delivery and quality control. If you need to request a cancellation, please contact us as soon as possible at studio@framesanddepths.com, and we will do our best to assist you.

Defective Products & Warranty

If your product develops a defect, please contact us at studio@framesanddepths.com and describe the issue. All our products are covered by a one-year warranty. After verification, we will either:

Replace the entire product free of charge (in case of internal malfunction or structural defects).
Send replacement external components (such as a dimmer, remote control, or power adapter) if the issue is limited to those parts.

Lost or Stolen Packages

We are not responsible for lost or stolen packages. If tracking information confirms delivery to your address but you have not received the package, please contact the shipping carrier directly using the information provided on the tracking page.