Refund policy

For all UK / European customers:
You have the legal right to change your mind, cancel your order, or return your item for any reason (including wrong size, colour, or preference) within 14 days of receiving your delivery. Note that returns filed for these reasons require the shipping label to be purchased by the buyer and shipped to the following business address: 37 Lower Road, ME15 7RH, Maidstone, Kent, United Kingdom. For returns in rare cases of damage or faulty items, we as CN Framing will cover any shipping label costs. Once you notify us of your return, you must ship the item back to us within 14 days. We will issue a full refund, including our standard outbound shipping costs, within 14 days of receiving the returned goods (or proof of return shipping).

For all US customers: All CN Framing pieces are bespoke made to order. By placing an order you acknowledge and agree with this. We do not accept returns, exchanges or refunds for change of mind, size or colour preference, because every piece is made bespoke once your order is placed. 

This does not affect your rights if an item is faulty or incorrectly supplied. If you receive a damaged or defective piece, contact us at sales@cnframing.com within 14 days of delivery with photographs and your order details. We will review the issue and, where appropriate, offer a repair, replacement or refund at our sole discretion. Please note that returns will need to be sent to the following address: 37 Lower Road, ME15 7RH, Maidstone, Kent, United Kingdom. Also note that all returns for US customers require the buyer to pay for the shipping label. 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@cnframing.com.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted or refunded. 

You can always contact us for any return question at sales@cnframing.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.