At Frame Tree Custom Framing we are committed to delivering beautifully handcrafted picture frames made just for you. Because each piece is custom-made, we've outlined our cancellation and refund policy below to ensure transparency and fairness.
📦 Cancellation & Refund Policy
Effective Date: 4 June 2025
Business Name: Frame Tree Custom Framing
Contact: hello@frametree.com.au
❌ Order Cancellations
Orders may be cancelled within 24 hours of placement with no penalty.
After 24 hours, if materials have been ordered or production has started, a materials and labor fee will be deducted from any eligible refund.
This fee reflects the actual costs incurred up to the point of cancellation.
💸 Refunds & Returns
Due to the custom nature of our products, we do not offer refunds for change-of-mind once production has begun. However, we are committed to delivering outstanding customer service and will work with you to find a solution where possible.
If you believe that your finished product is damaged or defective, please contact us within 7 days of receiving the item with photos and a description of the issue.
We will offer a replacement or refund at our discretion.
🧾 Zip Pay Purchases
Refunds for purchases made via Zip Pay will be returned to your Zip account.
Any payments already made will be refunded, and future payments will be adjusted or cancelled.
Please allow up to 14 business days for the refund to appear in your Zip account.
Zip Pay fees (e.g., monthly or late fees) are not refundable and are managed directly by Zip.
🧱 Material Cost Deductions
If your order is cancelled after materials have been ordered, we reserve the right to deduct the cost of those materials from your refund.
A detailed breakdown of these costs is available upon request.
📬 Need Help?
If you have any questions or need to request a cancellation or refund, please reach out to us:
📧 hello@frametree.com.au
📞 (07) 5400 8735
🌐 https://frametree.com.au