Return, Refund & Replacement Policy

Last Updated: 20 October 2026

At FrameLagao, we want our customers to have a positive shopping experience. This policy explains how returns, replacements and refunds are handled for purchases made through our website.

1. Eligible Return Requests

A return request may be considered when:

• You receive a damaged product.

• You receive a defective or non-functional product.

• You receive a product that is different from the one ordered.

• An item is missing from your order.

• The product qualifies for a return under the applicable product listing, offer terms or applicable law.

For standard, non-personalised products, return eligibility will depend on the product category and the conditions stated on the relevant product page.

2. Reporting a Problem

Please contact us within [48 hours] of delivery if you receive a damaged, defective, incorrect or incomplete product.

To help us investigate, provide:

• Your order number.

• The name of the affected product.

• Clear photographs or a short video showing the issue, where applicable.

• Photographs of the packaging if the product was damaged during transit.

• A brief description of the problem.

We may request additional information when reasonably necessary to verify the claim.

The suggested reporting period helps with investigation and is not intended to remove any consumer rights available under applicable law.

3. Personalised and Custom-Made Products

Personalised products include custom photo frames, photo-printed mugs, customised T-shirts, printed cushions, keychains and products made using customer-provided images, names or other specifications.

Because these products are made according to individual customer requirements, they may not be eligible for a change-of-mind return when they have been correctly produced according to the approved specifications.

However, if a personalised product arrives damaged, defective, incorrectly printed or materially different from the approved order details, please contact us. We will review the issue and provide an appropriate resolution, which may include a replacement, repair or refund, as applicable.

Customers should carefully review uploaded photographs, names, spelling, selected sizes and other customisation details before confirming an order.

4. Products Not Eligible for Change-of-Mind Returns

Subject to applicable law and any more favourable return promise displayed on the product page, change-of-mind returns may not be available for:

• Correctly made personalised or custom-printed products.

• Products specifically marked as non-returnable before purchase.

• Products that have been used, damaged after delivery or altered by the customer.

• Products returned without the required components, where those components are necessary to verify the return.

These exclusions do not remove remedies that may be required for defective, damaged, misdescribed or incorrectly supplied products under applicable law.

5. Return Approval and Instructions

Please do not send a product back before contacting us.

After reviewing your request, we will communicate whether the return is approved and provide the applicable return instructions.

Products approved for return should be packed securely and include the original accessories, packaging and other components where reasonably required.

We may inspect the returned item to verify the reported issue before finalising the resolution.

6. Replacement Policy

A replacement may be offered for an eligible damaged, defective, incorrect or incomplete order, subject to product availability and applicable law.

If the same product is unavailable, we will contact you to discuss an appropriate alternative or refund, as applicable.

Replacement timelines depend on verification, product availability, customisation requirements and shipping conditions.

7. Refund Eligibility

Refunds may be considered where:

• An eligible order is cancelled and a refund is due.

• A product is confirmed lost or cannot be delivered.

• A damaged, defective, incorrect or materially misdescribed product qualifies for a refund.

• A replacement cannot reasonably be provided where a refund is the appropriate resolution.

• A refund is otherwise required under applicable law or the terms of your purchase.

Approved refunds will generally be initiated to the original payment method through the applicable payment process.

8. Refund Processing Time

Once a refund is approved, we will initiate it as soon as reasonably possible.

The time taken for the amount to appear in your account depends on the payment provider, bank, card issuer or other payment method.

If your refund has been approved but has not appeared within the communicated timeframe, please contact us with your order number and refund reference, if available.

9. Return Shipping Charges

If a return or replacement is required because we supplied a damaged, defective or incorrect product, we will communicate the return shipping arrangements and bear applicable return shipping costs as required by our policy and applicable law.

For other approved returns, any applicable shipping charges or deductions will be communicated before the return is completed and will comply with applicable law.

10. Refunds for Failed or Duplicate Payments

If money is debited but the order is not confirmed, please contact us with the payment reference, transaction details and approximate transaction time.

We will verify the payment status with our payment gateway and arrange the appropriate resolution. Duplicate successful payments for the same order will be investigated and any confirmed excess payment will be refunded as applicable.

11. Contact Us

For return, replacement or refund requests:

Brand: FrameLagao
WhatsApp: +91 7378000511
Email: [Business Email]
Business Address: [Complete Business Address]

Please include your order number and supporting details when contacting us.