Read this first: if a frame arrives with cracked glazing or the wrong mat opening, stop and tell us before you hang it. Once a frame has been drilled to a wall it can no longer be returned as unused, and that single step is what turns a simple claim into a hard one.
At a glance
| Return window | 10 days from delivery |
|---|---|
| Refund processed within | 5-7 business days of approval |
| Refunded to | The original UPI ID or a bank account you nominate |
| Condition required | Unhung, unused, original packaging, invoice included |
| Cracked glass | Film the unboxing and report within 48 hours |
| Restocking fee | None. We charge no restocking fee. |
1. Your window
You have 10 days from the delivery date to request a return. We count from the courier delivery date, not from dispatch. Requests outside that window cannot be accepted except where the law requires it.
2. Condition we can accept
- Unhung and unused — holding the frame up to the wall to judge it is fine; drilling, screwing a hook or fitting a photograph is use.
- Complete — mat, backing board, glazing and hanging hardware as listed on the product page.
- In the original packaging, with the corner protectors and the board that faced the glazing. This matters more here than in most shops: without them the frame will not survive the journey back.
- With the invoice we issued.
3. What we cannot take back
- Frames that have been hung, drilled or fitted with a photograph.
- Glazing broken after delivery, or after 48 hours with no unboxing video.
- Frames cut or re-mounted to a custom size on request.
- Clearance and final-sale pieces, where the product page says so.
- Anything returned without its original packaging and corner protection.
- Gift cards and store credit.
4. Normal on arrival — not a fault
These are expected and are not defects: a faint smell of new timber for a day or two, a protective film on the glazing that peels off, small differences in grain and tone between two frames of the same finish, and hanging hardware packed loose in a bag rather than fitted. A fault is different: cracked or chipped glazing, a split or bowed moulding, a mat cut to the wrong opening, a backing board that will not sit flush, or a missing hanging fitting.
5. Cracked glass, wrong item or missing part
Framed pieces travel with glass. Check the parcel for breakage while the courier is still at your door, and film the unboxing within 48 hours if anything is cracked.
- Stop — do not hang the frame or remove the broken pane.
- Send the unboxing video, started before the tape was cut and run until everything was out of the box.
- Report within 48 hours of delivery with photographs of the carton and of the crack, and your order number.
We then send a replacement or a full refund, whichever you prefer, and we pay the return shipping. Please do not post broken glass back to us unless we ask: in most cases photographs settle it and we would rather no one handled a cracked pane twice.
6. How to start a return
Email us with the subject line Return request and your order number, saying what is wrong, with photographs. We reply within one working day and tell you whether to hand the parcel to a reverse pickup or send it yourself. Reverse pickup is free where the service runs; where it does not, post it back and we reimburse the actual postage against a receipt, with your refund. Please wait for our confirmation — an unannounced parcel is very hard to match to an order.
7. Exchanges
We do not offer a direct exchange. If you would like a different item, return the unused piece in its original packaging within the return window for a refund and place a fresh order.
8. Refunds
Once the frame reaches us and passes inspection we approve the refund and process it within 5-7 business days.
- Paid by UPI: refunded to the UPI ID or bank account used at checkout.
- Paid by Cash on Delivery: nominate a UPI ID or bank account and we transfer it. We cannot refund cash, because we never received cash.
Where the fault is ours, the shipping you paid is refunded too. Where you changed your mind, the flat ₹59 charged on orders below ₹999 is not refunded, because the parcel was already carried. If a partial return takes the amount you keep below ₹999, the flat ₹59 is deducted from the refund.
9. Warranty — what we do and do not offer
We are a retailer. We do not offer a warranty of our own, and we do not claim one on anyone else’s behalf. What we stand behind is condition on arrival: glazing intact, moulding sound, mat cut as described, hardware present. Ordinary wear, a hook pulling out of a weak wall, and glazing broken in your own home are not defects.
10. Late refunds and escalation
If we have confirmed a refund and it has not arrived, check with your bank or UPI provider first — the final leg is theirs. If it is still missing, write to us for the transaction reference. If a return was not handled to your satisfaction, ask for escalation to our Grievance Officer under the Consumer Protection (E-Commerce) Rules, 2020: acknowledged within 24 hours, resolved within 15 days.
11. Returns contact
- Photo Frame Factory — sole proprietorship
- Address: Shop no. 4, Animesh Apartments, Lohar Ali Rd, near karnavat classes, Jambli Naka, Thane West, Thane, Maharashtra, 400601, India
- Phone: +91 90040 79575
- Email: [email protected]
- Hours: Customer service: 10:00 AM – 8:30 PM IST, daily
Governed by the laws of India; disputes fall to the courts at Thane, Maharashtra.