Framio Refunds & Returns Policy

Last Updated: October 2025

1. Overview

At Framio, customer satisfaction is our top priority. Each piece of art — whether digital, printed, or framed — is crafted or prepared with exceptional care.

Because many of our products are made-to-order and personalized, our refund and return policy is designed to balance quality assurance, customer protection, and fair business practice.

2. Digital Art Refunds

  • All digital art purchases are non-refundable once the download link has been sent.
  • However, if you experience issues accessing your files (e.g., broken link or corrupted file), contact us and we’ll promptly resend or reactivate your download.
  • Refunds for digital items will only be considered in cases of accidental duplicate payments or technical errors on our part.

3. Physical Products (Prints & Framed Art)

Each physical product is carefully inspected before dispatch to ensure top quality. Because shipping is arranged after production, please note the following refund and return terms:

a. Before Shipping

  • You may request a cancellation or modification of your order within 24 hours of purchase, provided production has not yet started.
  • Once your order enters production, cancellations are no longer possible as materials and printing processes will already be underway.

b. After Production / Before Shipping Payment

  • If you decide not to proceed with shipping after production (e.g., change of mind or delay in response), we can hold your completed product for up to 14 days free of charge.
  • After that period, storage fees or disposal policies may apply. No refunds will be issued for completed custom prints or frames.

c. After Delivery

We accept returns or replacements only in the following situations:

  1. The product arrives damaged or defective.
  2. You received an incorrect item or size due to our error.

To qualify for a replacement:

  • Contact us within 48 hours of delivery with clear photos of the damaged or incorrect item.
  • We’ll verify the issue and arrange a replacement or partial refund, depending on the case.

Please note: Shipping costs for returns or replacements are covered by Framio only if the issue was caused by us (e.g., damage during packaging, wrong item sent).

4. Refund Process

If your refund is approved:

  • It will be processed to your original payment method within 5–10 business days.
  • You’ll receive an email confirmation once your refund has been issued.
  • Refund timelines may vary based on your payment provider or bank.

5. Non-Refundable Items

We cannot accept refunds or returns for:

  • Digital downloads after delivery
  • Customized or personalized framed prints
  • Orders canceled after production has started
  • Products damaged by mishandling after delivery

6. International Orders

Framio currently ships primarily within Kenya. For international customers, we recommend purchasing digital art for self-printing and framing locally to save time and shipping costs.

If special international delivery is arranged, please note that:

  • Delivery timelines and costs will be discussed and confirmed in advance.
  • Framio is not responsible for customs delays or import duties outside Kenya.

7. Contact Us

If you have questions about refunds, returns, or delivery issues, please contact our support team:

📧 Email: contact us
🌐 Website: https://framio.co.ke