At VistaFrame LLC, we want our customers to have a straightforward experience when purchasing our picture frames. This Refund & Return Policy explains the conditions and procedures for returns, exchanges, refunds, and damaged or incorrect items.
1. 30-Day Return Policy
You may request a return within 30 days of the date your order is delivered.
To be eligible for a return, the item must generally meet the following conditions:
- The return request is submitted within 30 days of delivery.
- The product is unused and in its original condition.
- The product has not been damaged, modified, assembled improperly, or altered after delivery.
- The item is returned with its original packaging and included accessories, where applicable.
- Proof of purchase or a valid order number is provided.
Items that do not meet these conditions may not be eligible for a refund.
2. Non-Returnable Items
Certain items may not be eligible for return when they have been personalized, customized, altered at the customer’s request, or otherwise made unsuitable for resale.
If you are unsure whether your item is eligible for return, please contact us before sending the product back.
3. Return Process
To request a return, please follow these steps:
Step 1: Contact Us
Email [email protected] within 30 days of delivery. Please include:
- Your full name
- Order number
- Product name
- Reason for the return
- Photos of the product, if applicable
Step 2: Receive Return Instructions
Our customer service team will review your request and provide return instructions if the return is approved.
Please do not send a product to the return address before receiving return instructions from us, as unauthorized returns may cause delays in processing.
Step 3: Package the Product
Securely package the item using its original packaging whenever possible. Customers are responsible for ensuring that the returned product is adequately protected during transportation.
Step 4: Ship the Return
Send the approved return to the address provided below or to any alternative return address specifically provided by VistaFrame LLC for your return.
Return Address
VistaFrame LLC
5400 W DIMOND BLVD APT F23
ANCHORAGE, AK 99502
United States
Please retain your return shipping receipt and tracking information until the return has been fully processed.
4. Return Shipping Costs
If the return is due to a defective, damaged, incorrect, or otherwise faulty product attributable to VistaFrame LLC, we may cover reasonable return shipping costs or provide an appropriate return solution.
For returns due to reasons such as a change of mind, ordering the wrong size, or no longer wanting the product, the customer may be responsible for the return shipping costs.
Return shipping costs are generally non-refundable unless otherwise required by applicable law or agreed upon by VistaFrame LLC.
5. Exchanges
We may accept exchanges for eligible products within 30 days of delivery, subject to product availability.
To request an exchange, contact [email protected] and provide your order number, the item you received, and the reason for the exchange.
An exchange may be considered when:
- The product is defective or damaged upon arrival.
- The wrong product was sent.
- The product meets the applicable return conditions.
- The requested replacement product is available.
Products must generally be returned in unused and resalable condition with the original packaging and applicable accessories.
If the requested replacement item is unavailable, we may offer a refund or another appropriate solution.
6. Damaged Products
Please inspect your order promptly after delivery.
If your picture frame arrives damaged, contact us at [email protected] as soon as reasonably possible. Please provide your order number and clear photographs showing the damage to both the product and packaging.
We will review the information and determine an appropriate solution, which may include a replacement, exchange, or refund.
7. Incorrect Products
If you receive a product that differs from the item listed on your order confirmation, please contact us at [email protected].
Please provide your order number and photographs of the item received when requested. If the error is confirmed, we will work with you to arrange an appropriate replacement, exchange, or refund.
8. Refund Processing
Once your returned product has been received and inspected, we will notify you whether the return has been approved.
For approved returns, refunds are generally processed within 5–10 business days after the returned item has been received and inspected.
Refunds will generally be issued to the original payment method used for the purchase.
After VistaFrame LLC processes the refund, the time required for the funds to appear in your account may vary depending on your bank, credit card issuer, or payment provider.
9. Partial Refunds
In certain circumstances, a partial refund may be issued if an eligible product is returned with missing components, damaged packaging, signs of use, or other conditions that affect its resale condition.
Any applicable deduction will be determined based on the condition of the returned product and the circumstances of the return, subject to applicable law.
10. Late or Missing Refunds
If you have been notified that your refund has been processed but the funds have not yet appeared in your account, please first check with your payment provider or financial institution, as processing times may vary.
If you still have not received your refund after allowing reasonable processing time, please contact us at [email protected] with your order information.
11. Order Cancellation
If you need to cancel an order, please contact us as soon as possible at [email protected].
We will make reasonable efforts to accommodate cancellation requests before an order has been processed or shipped. Once an order has entered processing or has been shipped, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.
12. Refund Exceptions
A refund may be denied when a product is returned outside the applicable return period, has been substantially used or altered, is damaged due to customer handling, or otherwise fails to meet the eligibility requirements described in this policy, except where a refund is required by applicable law.
Nothing in this policy is intended to limit any rights or remedies available to consumers under applicable law.