Legal
Returns Policy
All products are custom-made. Here's what to do if something goes wrong.
Effective Date: May 1, 2026
Last Updated: May 1, 2026
Because all PlexiFrames products are personalized and custom-manufactured to your specifications, we generally do not accept returns or exchanges. However, if your item arrives damaged or defective, we want to make it right. Please read below for our full policy.
1. Our Returns Policy
All orders placed on PlexiFrames are final once production begins. Because every frame is custom-made using your uploaded images, we are unable to resell returned items and cannot accept returns for reasons other than damage or defect.
2. What Is Eligible for a Claim
You may be eligible for a remedy if:
- Your product arrived visibly damaged (broken, cracked, shattered)
- Your product arrived with a manufacturing defect (significant print misalignment, wrong size, wrong image)
- Your product was lost in transit and confirmed undeliverable by the carrier
Claims must be submitted within 14 days of confirmed delivery.
3. What Is Not Eligible
We do not accept claims or issue refunds for:
- Change of mind or buyer's remorse
- Issues caused by low-resolution or poor-quality images you uploaded
- Customer-approved designs or proofs
- Minor color differences due to screen calibration vs. print output
- Normal acrylic material characteristics (surface reflections, minor static, minor edge variations)
- Damage caused by improper installation or misuse after delivery
4. How to File a Damage Claim
Please inspect all deliveries immediately upon receipt. To file a claim:
- Photograph everything — take clear photos of the outer packaging and the product damage before moving or unpacking further.
- Retain all original packaging — do not discard the box, foam inserts, or any packaging materials. Failure to retain packaging may affect claim approval.
- Contact us within 14 days — email support@fototilesframes.com with:
- Your order number
- A description of the issue
- Photos of the damage and packaging
We will review your claim and respond within 2–3 business days.
5. Available Remedies
If your claim is approved, we will offer one of the following remedies at our discretion:
- Replacement — we will reprint and reship your order at no cost
- Repair — where feasible, we may arrange a repair
- Store Credit — credit applied to your account for a future order
- Refund — a refund to your original payment method
These remedies are your exclusive remedies with respect to any claim arising from your order. Refunds, where issued, are processed within 5–10 business days of approval.