Return & Refund Policy

At HanSimon Frame Studio, every frame is made with care, real wood, and attention to detail. We do not accept general returns, but we want you to feel confident and cared for after your purchase. If something is wrong with your order, please contact us and we will do our best to make it right.

Returns

Because many of our frames are made, prepared, or packed specifically for each order, we do not accept returns for change of mind, incorrect size selection, color preference, or items that are no longer needed.

If there is an issue with your order, please contact us at [email protected] with your order number and clear photos of the item and packaging. This helps us review the situation quickly and offer the best solution.

Please keep all original packaging until your order has been checked. If a return is approved, the item must be returned safely in its original packaging or equivalent protective packaging.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If your item arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery at [email protected].

Please include:

  • Your order number

  • Photos of the damaged or incorrect item

  • Photos of the packaging

  • A short description of the issue

After we review the details, we may offer a replacement, refund, partial refund, or another solution depending on the situation.

Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

  • Custom mat orders

  • Personalized or made-to-order items

  • Special-size or special-request products

  • Sale or final-sale items

  • Items damaged after delivery due to misuse, improper handling, or incorrect installation

If you are unsure whether your item is eligible, please contact us before sending anything back.

Exchanges

We only replace items if they are damaged, defective, or incorrect. If you need help with an exchange, please email [email protected] with your order number and photos.

Cancellations

Please contact us as soon as possible if you need to cancel an order.

If your order has not yet been processed, customized, or shipped, we may be able to cancel it. Custom, personalized, or made-to-order items cannot usually be canceled once production has started.

Refunds

If a refund is approved, it will be issued to your original payment method. Please allow time for your bank or credit card provider to process and post the refund.

In some situations, only a partial refund may be granted, including:

  • The item is returned without original packaging

  • The item is not in its original condition

  • The item is damaged or missing parts for reasons not due to our error

  • The order involves a custom or special-request product

We will notify you once your return or refund request has been reviewed.

Need Help?

For questions about returns, refunds, or order issues, please contact us at:

[email protected]