Refund Policy

1. Overview

At Oriental Frame Limited, we want you to be completely satisfied with your purchase. This Refund Policy outlines the terms and conditions for returns and refunds.

2. Consumer Rights

If you are a consumer (purchasing for personal use, not business), you have legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

2.1 Cooling-Off Period

For distance sales (online or phone orders), you have the right to cancel within 14 days of receiving your goods, without giving any reason. This is known as the “cooling-off period”.

2.2 How to Cancel

To exercise your right to cancel, you must inform us of your decision by a clear statement. You can do this by:

• Emailing us at support@orientalframe.com
• Calling us at +44 (0) 20 3576 7127
• Writing to us at 124 City Road, London, EC1V 2NX

3. Returns Process

3.1 Returning Items

If you wish to return items:

• Contact us within 14 days of receiving your order
• Return the items within 14 days of notifying us
• Items must be in original condition, unused, and in original packaging
• Include all accessories, manuals, and original tags

3.2 Return Shipping

You are responsible for the cost of returning items unless:

• The item is faulty or damaged
• We sent you the wrong item
• The item does not match its description

4. Refunds

4.1 Refund Timeline

We will process your refund within 14 days of:

• Receiving the returned goods, or
• Receiving proof that you have sent the goods back (whichever is earlier)

4.2 Refund Amount

We will refund:

• The full price of the goods
• Standard delivery costs (if applicable)

We may deduct an amount from the refund if the goods show evidence of use beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

4.3 Refund Method

Refunds will be made using the same payment method you used for the original purchase.

5. Exceptions

The following items cannot be returned under the cooling-off period:

• Custom or Bespoke Items: Products made to your specifications or clearly personalised
• Sealed Goods: Items that have been unsealed after delivery where unsealing makes them unsuitable for return (for hygiene or protection reasons)
• Perishable Goods: Items that deteriorate or expire quickly
• Mixed Inseparable Goods: Items that become inseparably mixed with other items after delivery

6. Faulty or Damaged Goods

6.1 Your Rights

Under the Consumer Rights Act 2015, goods must be:

• Of satisfactory quality
• Fit for purpose
• As described

6.2 Remedies

If goods do not meet these standards:

• Within 30 days: You are entitled to a full refund
• After 30 days: You may be entitled to a repair or replacement. If repair or replacement is not possible, you may be entitled to a refund (which may be reduced for use)

7. Business Customers

If you are purchasing as a business (B2B), different terms may apply. Consumer protection regulations such as the cooling-off period do not apply to business purchases. Please refer to your quote or contact us for specific business terms.

8. Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the replacement.

9. Complaints

If you are not satisfied with how we have handled your return or refund, please contact us at support@orientalframe.com. We aim to resolve all complaints within 14 days.

If we cannot resolve the issue, you may use alternative dispute resolution services or take legal action through the courts.

10. Contact Us

For returns and refund enquiries, please contact us at:

Oriental Frame Limited
124 City Road, London, EC1V 2NX
Email: support@orientalframe.com
Phone: +44 (0) 20 3576 7127