Right of Withdrawal

This page explains the withdrawal right for consumers who buy eligible products from ØN FRAME at https://onframe.org. The merchant is ITAN EOOD, company ID 208729182, VAT BG208729182.

14-day period

Where the withdrawal right applies, the consumer may withdraw from the contract without giving a reason within 14 days from the date on which the product is received.

To exercise the right, send a clear statement to ØN FRAME at onframebg@gmail.com. You may use free text as long as it states that you withdraw from the contract and includes enough information to identify the order.

What to include in the statement

For faster handling, include:

• order or request number;
• name and contact email;
• products covered by the withdrawal;
• date of receipt;
• preferred contact method;
• bank account only if the refund cannot be issued through the original payment method.

Returning the product

After you send the withdrawal statement, return the product without undue delay and follow the instructions from ØN FRAME. The product should be returned as a complete set, with packaging, accessories, documents, and gifts where received with the order.

The customer bears the direct cost of returning the product unless ØN FRAME confirms otherwise in writing or the law requires otherwise.

Refund timing

Where withdrawal applies and is exercised correctly, ØN FRAME refunds the amounts received, including standard delivery where refundable by law, without undue delay and no later than 14 days from the date on which we are informed of the withdrawal.

The refund is issued through the same payment method used for the original transaction unless another method is expressly agreed. ØN FRAME may withhold the refund until it receives the product back or until you provide proof that the product has been sent back, whichever occurs first.

Additional delivery costs chosen by the customer above the cheapest standard delivery option may not be refunded where the law allows this.

Exceptions for personalized products

The withdrawal right does not apply to products made to the customer's order or according to individual requirements. This includes products created from a photo, logo, text, file, colour, size, personalized composition, or another specification confirmed by the customer.

For custom requests, ØN FRAME may ask for approval of a proof file, direction, or quote before payment. After approval and the start of production, the product is treated as made to an individual specification.

This exception does not limit the right to make a claim for a defect, transport damage, wrong product, or non-conformity with the confirmed specification.

Other legal exceptions

The withdrawal right may also be limited in other cases provided by law, for example goods that by their nature cannot be returned, may deteriorate quickly, are inseparably mixed with other goods after delivery, or are unsealed and cannot be returned for hygiene or health reasons.

Difference between withdrawal and a claim

Withdrawal is the right to return an eligible product within the 14-day period without giving a reason. A claim is used when the product has a defect, damage, missing part, or non-conformity. If you have a quality or delivery issue, read the “Returns and Claims” page and write to onframebg@gmail.com as soon as possible.

Contact

For questions about withdrawal, return, or claim handling, write to onframebg@gmail.com or contact us by phone at +359 895 723 444.