Order Support & Replacement Policy – Frames Veloće

At Frames Veloće, every model is carefully prepared, inspected, and securely packed before dispatch. We want your order to reach you in excellent condition, and our team is available to assist if something genuinely goes wrong during production or delivery.

Quick Policy Summary

Because our framed models are delicate, limited-batch products, all confirmed orders are considered final.

We do not accept returns, exchanges, or refund requests due to a change of mind, an incorrect model selection, personal preference, or minor variations in handmade and printed components.

However, if your order arrives significantly damaged or contains a verified manufacturing defect, contact us within 24 hours of delivery. After verification, we will work to resolve the issue through repair, replacement parts, or a replacement product, depending on the nature of the problem.

Cash refunds are not ordinarily offered under this policy, except where otherwise required by applicable law.

1. Damaged or Defective Orders

An item may qualify for support when it arrives with:

• Significant structural damage
• A broken or missing major component
• A clear manufacturing defect affecting the product’s intended appearance or use
• An incorrect product sent by Frames Veloće

To submit a claim, contact us at [framesveloce@gmail.com] within 24 hours of delivery and provide:

• Your order number
• Clear photographs of the product
• Photographs of the external and internal packaging
• An unboxing video, where available
• A brief description of the problem

Claims received after the reporting period, or claims without sufficient evidence, may not be eligible for replacement support.

2. How Approved Claims Are Resolved

Once the evidence has been reviewed, Frames Veloće may provide the most appropriate solution, including:

• Guidance for correcting a minor issue
• A replacement component
• Repair of the affected item
• Replacement of the complete product

The available resolution will depend on the type and extent of the verified damage. Frames Veloće will determine the appropriate remedy after reviewing the claim.

3. Situations Not Eligible for Return or Replacement

Returns, replacements, and exchanges are not available for:

• Change of mind or buyer’s remorse
• Ordering the wrong model, size, design, or quantity
• Preference for another aircraft or vehicle
• Minor differences in colour, texture, finish, positioning, or packaging
• Slight variations caused by lighting, photography, screen settings, or the manufacturing process
• Damage occurring after successful delivery
• Mishandling, dropping, improper mounting, installation, storage, cleaning, or maintenance
• Exposure to heat, moisture, direct sunlight, chemicals, pressure, or unsuitable environmental conditions
• Normal wear and tear
• Products modified, repaired, repainted, or altered by the customer or another party
• Refused deliveries, incomplete addresses, or repeated unsuccessful delivery attempts
• Customised, personalised, clearance, promotional, or limited-edition products

4. Transit Damage

Please inspect the parcel as soon as it is delivered.

When damage appears to have occurred during transportation, contact Frames Veloće within 24 hours rather than disposing of the packaging or returning the parcel independently.

We may require photographs, an unboxing video, or additional information to investigate the matter with the delivery company. Verified transit-damage claims will be handled according to the replacement process described above.

5. Approved Returns

Do not return an item without written approval and return instructions from Frames Veloće.

Unauthorised returns may be refused and may not qualify for replacement, store credit, compensation, or reimbursement.

When a physical return is required as part of an approved claim, the applicable shipping arrangements and responsibilities will be communicated to the customer before the return is sent.

6. Order Changes and Cancellations

Customers are responsible for checking the selected model, size, design, quantity, delivery information, and contact details before placing an order.

An order-change or cancellation request may be considered only if the order has not entered production, preparation, packaging, or dispatch. Once processing has begun, the order cannot normally be changed or cancelled.

Submitting a request does not guarantee that a change or cancellation will be possible.

7. Fair Claim Review

Each support request is reviewed individually using the order information and evidence provided.

False, altered, incomplete, or misleading claims may be rejected. Nothing in this policy prevents either the customer or Frames Veloće from exercising any rights available under applicable law.

8. Acceptance of This Policy

By completing a purchase from Frames Veloće, you confirm that you have reviewed and accepted this Order Support & Replacement Policy.