Refund policy
Return, Refund, and Cancellation Policy
Last updated: July 29, 2026
We want you to receive the product you ordered in good condition. This policy supplements any rights you have under mandatory consumer law.
Requesting a return
Unless a longer mandatory period applies, contact info@framepace.com within 30 days after delivery to request a return. Include your order number and the reason for the request. For a damaged, defective, or incorrect item, include clear photographs where reasonably possible.
Do not mail an item until we authorize the return and provide instructions. Return destinations vary because our products are fulfilled by different production partners. Do not send returns to the FramePace LLC registered office. Items sent without authorization or to an incorrect address might not be recoverable.
Return condition
For a change-of-mind return, the item should be unworn, unused, unwashed, and in its original condition and packaging, with any tags included. We may reduce a refund where permitted by law if handling beyond what is reasonably necessary has reduced the item's value.
Damaged, defective, or incorrect items
Contact us promptly if an item is damaged, defective, or different from what you ordered. After reviewing the issue, we will provide the repair, replacement, refund, or other remedy required by applicable law. When we require the return of an item that is confirmed damaged, defective, or incorrect, we will provide or reimburse reasonable return shipping as appropriate.
Change-of-mind return shipping
Unless applicable law requires otherwise or we expressly agree to cover it, the customer is responsible for the direct cost and safe shipment of a change-of-mind return. We recommend retaining proof of shipment. An automatically prepaid return label is not included with every return.
Made-to-order and personalized products
Many FramePace products are produced only after an order is placed. Being made to order does not remove any mandatory consumer rights. However, products made to your individual specifications or clearly personalized may be non-returnable for change of mind where applicable law permits. This restriction does not apply to damaged, defective, or incorrect products.
Non-returnable items
Gift cards and products that cannot legally or hygienically be resold may be non-returnable, except where mandatory law provides a remedy. Sale or promotional pricing does not remove rights that cannot legally be waived.
EEA and UK withdrawal rights
If you are an eligible consumer in the European Economic Area or United Kingdom, you generally have 14 days after receiving standard, non-personalized goods to notify us that you are withdrawing from the purchase, subject to statutory exceptions. After notifying us, you generally have a further 14 days to return the goods. You are normally responsible for the direct return cost unless the goods are defective or we agree otherwise.
For a valid statutory withdrawal, we will refund the purchase price and the cost of the least expensive standard delivery method offered for the order. We may withhold the refund until we receive the returned goods or evidence that they were sent, as permitted by law.
Exchanges
Because products are made through different fulfillment partners, direct exchanges might not be available. Where appropriate, we may ask you to return the original item and place a new order after the return is approved.
Refunds
Approved refunds are issued to the original payment method. We aim to initiate the refund within 10 business days after approval, but your bank or payment provider may require additional processing time. Original or return shipping charges are not refunded unless stated in this policy or required by law.
Cancellations and order changes
Contact info@framepace.com immediately if you need to cancel or change an order. Because orders may enter production quickly, we cannot guarantee a cancellation, address change, size change, or design change after production begins. Mandatory cancellation rights remain unaffected.
Contact
FramePace LLC
Email: info@framepace.com
Phone: +1 656-213-0650