Returns and Refunds

We want you to be happy with your order. If it doesn’t suit you after all, or if you’ve changed your mind, you can return your order.
You have 14 days after receiving your order to notify us of your return. After that, you have another 14 days to send the product back following the return instructions we’ll provide.

How returns work

Would you like to return an item? Please contact us first at hello@useframes.com.

Please send us an email with:

• your name
• your order number
• the product or products you want to return
• the reason for the return, if applicable

Once we receive your request, we will verify that your return meets our return policy requirements. We will then send you the appropriate return instructions and, if applicable, a return label.

Don't buy a return label yourself

Do not purchase a return label yourself, and do not return your order without prior notification.

Returns must always be reported to us first. This allows us to process your return correctly and link it to your order.

Returns sent back without prior notification, without following our return instructions, or without the return label we provided may be refused or experience delays in processing.

Return shipping costs

You are responsible for the return shipping costs, unless the error was on our part. This includes cases such as a product delivered in error, a damaged product, or a defective product.

When we create a return label for you, the return shipping costs may be deducted from your refund or billed to you separately. We will let you know this clearly in advance.

When can we refuse a return?

We are flexible, but there are a few limits. We may refuse a return or apply a price reduction if:

• the product has been opened
• The seal has been broken
• the product has been used
• the packaging is damaged or missing
• the product is incomplete
• the product is returned damaged
• the product is no longer saleable
• the product was returned without prior notice
• the product was returned without following our return instructions or without the return label we provided

In short: you may examine the product just as you would in a store, but the product must not be opened, used, or damaged if you wish to return it.

Exceptions for supplements and hygiene products

For hygiene and health reasons, opened supplements, products with a broken seal, or used products cannot be returned.

This applies, among other things, to products that:

• The seal has been broken
• The package has been opened
• The product has been used
• the product is no longer in its original, unopened, and saleable condition

Is the product damaged, defective, or incorrect? Please contact us as soon as possible at hello@useframes.com. Include your order number and, if possible, send clear photos. We’ll work with you to find a suitable solution.

Refund

As soon as we receive your return, we will verify that the product meets our return policy requirements.

• Has your return been approved? If so, we will refund the amount using the original payment method.
• For a full return, we will also refund the standard shipping costs for the original order, if they were paid at the time of purchase.
• You are responsible for return shipping costs, unless otherwise agreed with you.
• If your return does not meet our terms and conditions, we may refuse the return or apply a deduction for depreciation.

We will process your refund no later than 14 days after you notify us of your return. We may wait to issue the refund until we have received the product or until you have provided proof that the product has been returned.

Refunds for special offers, bundles, and multiple items

If you purchased products at a discount, as part of a special offer, a bundle deal, a volume discount, or another promotion, and you return one or more of those products, your refund will be recalculated based on the products you ultimately keep.

This means that if, as a result of the return, you no longer meet the conditions of the original offer, the discount may be canceled in whole or in part.

In that case, we will recalculate the amount you should have paid for the products you are keeping after the return. The difference between the original discount and the discount you are still entitled to after the return may be deducted from the refund amount.

The refund amount is therefore not always equal to the original price per returned item.

This applies, among other things, to:

• volume discounts
• volume discounts
• “Buy 2, Get 1 Free” promotions
• limited-time offers
• discount codes that require a minimum order amount
• discount codes that require a minimum number of items
• other promotions where the discount is based on the number of items purchased

Example: If you purchased multiple items as part of a promotion and then return part of your order, you may no longer meet the terms of that promotion. In that case, the discount will be recalculated, and the discount amount may be deducted from your refund.

We always calculate the refund based on the final situation after the return, so that the discount corresponds to the number of products you actually keep.

Received a damaged, defective, or incorrect product

Did you receive a damaged, defective, or incorrect product? Please contact us as soon as possible at hello@useframes.com.

Please include the following:

• your name
• your order number
• A brief explanation of the problem
• if possible, clear photos of the product and the packaging

If the error is on our end, we will provide an appropriate solution. In that case, you will not be responsible for the return shipping costs.

Return address

Please do not return your order to our business address, and please do not return your order without our return instructions.

We will provide you with the correct return address after your return has been reported and approved. This helps ensure that your return doesn’t end up in the wrong place or fail to be linked to your order.

Questions

Do you have questions about your return, or are you unsure whether your product can be returned? Please contact us at hello@useframes.com.