Returns and reprints
Every MKFrames frame is made to order with your photo, so we cannot take a frame back because you changed your mind. We replace or reprint a frame free of charge when the fault is ours: it doesn't match the preview you approved, it has a production or packing defect, or it is damaged on the way to you. Check your frame before the rider leaves and message us on WhatsApp straight away with photos and your order number.
When we replace or reprint for free
Only when the problem was caused by MKFrames:
- The size, frame colour, photo, crop or text differs from the preview you approved.
- A print or assembly defect: marks or streaks on the print, a loose back, or a cracked or broken frame from our workshop.
- Damage caused by how we packed the frame, or on the way to you with our dispatch rider.
Before printing, every order is checked against your approved preview, and custom text is copied exactly as you typed it.
How to report a problem
Open and check your frame before the dispatch rider leaves, or at the studio if you pick it up. If something is wrong, take clear photos of the frame and the packaging and send them on WhatsApp with your order number straight away. Keep the frame and packaging until we reply. We review every report and tell you what we will do.
What we don't replace
- A change of mind, size or colour after the frame is made.
- Spelling or text that you checked and approved. If you spot a mistake after ordering, message us before production starts and we change it for free; once printed, a corrected reprint is charged at the frame price.
- Softness in a photo you ordered at a size graded Fair, after accepting the warning.
- Damage after delivery or pickup, for example while hanging or moving the frame.
Refunds
If an order is cancelled before production starts, we refund the full amount, including delivery, to your original payment method. Refunds usually arrive within 5–10 working days, depending on your bank.