We want you to be completely happy with your Been Framed purchase. Please read the following policy carefully before placing your order.
Important — please read before ordering:
Most of our frames are personalised or made to your specification. Under UK consumer law, personalised items are not eligible for a change-of-mind refund. Your statutory rights for faulty or damaged goods under the Consumer Rights Act 2015 are unaffected.
Your Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.
To exercise your right to cancel, please contact us by email at info@beenframed.co.uk with your order number and reason for return. We’ll provide you with instructions on how to return your item.
Custom and Personalised Items
Please note that because many of our frames are made to order and may be personalised, the right to cancel may not apply to bespoke or personalised items under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013. If you have any concerns, please get in touch before placing your order and I’ll be happy to advise.
Returning an Item
If you wish to return a non-personalised item:
- Contact us within 14 days of receiving your order
- Return the item in its original packaging, unused and in the condition you received it
- You are responsible for the cost of return postage unless the item is faulty or incorrect
- We recommend using a tracked delivery service for returns, as we cannot be responsible for items lost in transit
Refunds
Once we’ve received and inspected your returned item, we’ll process your refund within 14 days. The refund will be issued to your original payment method. Please allow a few additional days for the refund to appear in your account depending on your bank or card provider.
Faulty or Damaged Items
If your frame arrives damaged or faulty, please contact us within 48 hours of delivery with:
- Your order number
- Photographs showing the damage
- A brief description of the issue
We’ll arrange a replacement or full refund at no extra cost to you, including return postage. Your statutory rights under the Consumer Rights Act 2015 are not affected.
Exchanges
We don’t currently offer direct exchanges. If you’d like a different item, please return the original for a refund and place a new order.
Contact Us
For any questions about returns or refunds, please contact us at info@beenframed.co.uk.