Returns and refunds

We want you to love your order. Not quite right for you or changed your mind? No worries, you can return it.
You have 14 days from the date you receive your order to let us know you want to return it. After that, you have another 14 days to send the product back following the return instructions we provide.

How returns work

Want to return something? Always reach out to us first at hello@useframes.com.

Send us an email with:

• your name
• your order number
• the product or products you wish to return
• optionally the reason for the return

After receiving your request, we will check if your return meets our return policy. You will then receive the correct return instructions from us and, if applicable, a return label.

Do not buy a return label yourself

Do not buy a return label yourself and do not send your order back without registering it first.

Returns must always be registered with us first. This way, we can process your return correctly and link it to your order.

Returns sent back without prior notice, without our return instructions, or without the return label provided by us may be refused or experience delays in processing.

Return shipping costs

Return shipping costs are your own responsibility, unless there is an error on our part. Think of a wrongly delivered product, a damaged delivered product, or a defective product.

If we create a return label for you, the return costs may be deducted from your refund or charged to you separately. We will always let you know about this beforehand.

When can we refuse a return?

We're pretty flexible, but we do have a few limits. We might refuse a return or reduce your refund if:

• the product has been opened
• the seal or safety 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 sellable
• the product is returned without prior notice
• the product is returned without our return instructions or without the return label provided by us

In short: you can check out the product just like you would in a store, but it cannot be opened, used, or damaged if you want to return it.

Exceptions for supplements and hygiene products

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

This applies, among other things, to products that:

• the seal or safety seal has been broken
• the packaging has been opened
• the product has been used
• the product is no longer in its original, unopened, and sellable 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, clear photos. We'll work with you to find a suitable solution.

Refund

Once we receive your return, we will check whether the product meets our return conditions.

• Is your return approved? We'll refund the amount via your original payment method.
• In the case of a complete return, we will also refund the standard shipping costs of the original order, if they were paid with the order.
• Return shipping costs are your responsibility, unless agreed otherwise with you.
• If your return doesn't meet our conditions, we may refuse it or apply a deduction.

We will complete the refund within 14 days of receiving your return notification at the latest. We may withhold the refund until we have received the product or until you have proven that you have sent it back.

Refunds for sales, bundles, and multi-packs

If you bought products with a discount, special offer, bundle deal, volume discount, or other promotion and you return one or more items, your refund will be recalculated based on the products you actually keep.

This means that if your return causes you to no longer meet the conditions of the original offer, the discount may be fully or partially cancelled.

In that case, we'll recalculate what you should have paid for the items you're keeping. The difference between your original discount and the discount you're left with after the return might be taken out of your refund.

Therefore, the refund amount is not always equal to the original price per returned product.

This applies, among other things, to:

• bundle discounts
• volume discounts
• "2+1 free" deals
• limited-time offers
• discount codes that require a minimum order amount
• discount codes that require a minimum number of products
• other promotions where the discount is based on the number of products purchased

Example: Did you buy multiple items with a special deal and want to return part of your order? If so, you might no longer meet the requirements for that discount. In that case, we'll recalculate your total, 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 any discount matches the number of products you actually keep.

Received a damaged, defective, or incorrect product

Did you receive a damaged, defective, or incorrect product? Get in touch with us as soon as possible at hello@useframes.com.

Please include:

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

If there's a mistake on our end, we'll make sure to sort it out properly. In that case, you won't have to pay for the return shipping.

Return address

Do not send your order back to our company address and do not return your order without following our return instructions.

You will receive the correct return address from us after your return has been registered and approved. This prevents your return from ending up in the wrong place or failing to link to your order.

Questions

Do you have questions about your return or are you unsure if your product can be returned? Get in touch with us via hello@useframes.com.