Returns and Claims

This policy explains how ØN FRAME handles returns, claims, damaged deliveries, and refunds for products purchased from https://onframe.org or confirmed through a custom request.

Contact us at onframebg@gmail.com or by phone at +359 895 723 444. The merchant is ITAN EOOD, company ID 208729182, VAT BG208729182.

Returns for eligible products

For ready-made products that are not made to an individual specification and for which the withdrawal right applies, you may request a return within the 14-day period described on the “Right of Withdrawal” page.

The returned product must be in good commercial condition, without signs of use, damage, deformation, or missing parts. It should be returned as a complete set, including packaging, accessories, documents, gifts, or other items received with the order where applicable.

ØN FRAME may refuse to accept a returned product when it is not in suitable condition, parts of the set are missing, there are signs of use, or the damage occurred after receipt for a reason outside the merchant's control.

Personalized and made-to-order products

Many ØN FRAME products are made from a customer's photo, file, logo, size, colour, text, or other individual specification. For those products, the standard return or withdrawal right may not apply after preparation or production has started under applicable law.

This limitation does not remove your right to make a claim for a defect, delivery damage, wrong product, or non-conformity with the confirmed specification.

How to request a return

Write to onframebg@gmail.com and include:

• order or request number;
• name and contact email;
• product you want to return;
• return reason, if you choose to provide it;
• photos of the product and packaging where useful for review.

We will respond with return instructions when the product is eligible for return. Return shipping costs are borne by the customer unless the law or a written confirmation from ØN FRAME provides otherwise.

Claim for defect, damage, or wrong product

If you receive a product with a visible defect, transport damage, missing part, or incorrect execution, contact us within 48 hours of receipt. Send an email to onframebg@gmail.com with:

• order or request number;
• short description of the issue;
• photos of the product;
• photos of the packaging if it is damaged;
• photos or other information showing the non-conformity.

For custom products, we may also ask for the approved proof link, confirmed quote, or communication so we can compare the product with the approved specification.

Review and decision

We review claims within 3 working days after receiving all necessary evidence. If the case requires a technical check, courier protocol, or additional photos, we will tell you what is needed.

After an approved claim, ØN FRAME may offer one of the following depending on the case:

• remake or replacement without additional payment;
• repair or correction if practical and acceptable;
• full or partial refund;
• another option agreed in writing with the customer.

Refunds

For an approved return or claim, the refund is issued through the original payment method where possible or by another agreed method. The amount is refunded within 14 days after the returned product is accepted or after the claim decision, unless the law provides another period.

ØN FRAME may withhold the refund until it receives the product back or until the customer provides proof of sending it back, where applicable.

Damage after receipt

Claims do not cover damage caused by improper use, impact, moisture, heat, mechanical stress, customer modifications, unsuitable power supply for a light product, or other use outside normal care for a 3D printed object.

Link with the right of withdrawal

If you want to exercise the 14-day withdrawal right for an eligible product, read the “Right of Withdrawal” page. If the product is defective, damaged, or non-conforming, use the claim process on this page whether the product is ready-made or personalized.