Return policy

We will accept returns for any reason, and issue a refund or store credit. Anything that has been purchased online can be returned to our warehouse within 14 days. To return your product, first send an email to info@reframd.com with your order number and request. After confirmation from us, you can send your product to the address provided. Make sure to add the return form that was shipped along with the order for our reference. If you're returning a product from a country outside the EU, please state clearly on the parcel that the shipment is a RETURN ORDER. If you fail to do so there will be import duty or taxes that we will balance with your order. You will be responsible for the shipping costs for returning your item. Instructions on how to send it are on the Return Form.

• All products must be returned within 14 days of receipt.

• All products must have all original Reframd tags still attached.

• Shipping back to our warehouse is at the customers’ own cost.

• Save your tracking code link as proof of shipping.

Returns

If you do not like your new purchase, you may return the item(s) for a full refund of the purchased price, by mail to our warehouse or it can be returned to our office in Berlin. We only accept undamaged, unaltered, unsoiled, and unused products (other than to try the product(s) on and in the same state that it was sold to you). Please note that where possible, any labels or tags must remain intact and attached. The product(s) should be returned in or with its original packaging

Returning your order to the Reframd office

Yes, you can return your order at the Reframd office. You can return your order within 14 days and we will issue a refund. Please follow the requirements listed above.

Exchanges and Refunds

We are happy to offer an exchange or refund when the product is defective, we will offer exchange for unworn items returned in their original condition and packaging, with the return form fully filled in. Please be aware that all responsible return costs are applicable by the customer. Refunds and exchanges will only be given on items returned within 14 days of receipt of the order. Items that are returned as faulty and are showing signs of damage which are not the result of a manufacturing fault will not be accepted. This includes accidental, malicious or wearer related damages. As soon as we have received and approved your return, it will take approximately 7 to 10 business days to process your refund.

Late or Missing Refunds

In the event that you haven't received a refund yet, first check your account balance with the payment method you used. Please note that it always takes some processing time before a refund is issued. In the event that you have already contacted your payment carriers and banks and still  have not gotten your refund yet. Please get in touch with us by email at info@reframd.com

Standard Refund Method

Refunds will be issued the same method of payment and the same credit or debit card as the original purchase (except e-gift cards, in which case you will be refunded a credit onto a new gift card). Shipping charges and sales tax on shipping are not refundable.

Faulty Items

We will refund a faulty product if it has failed to live up to its life expectancy and is covered by our warranty policy. The warranty policy is dependent on the product category and reason for failure. We will not refund a faulty product if it isn’t covered by our warranty policy or if the product was damaged whilst being used in a way that it was not intended. The intention of use is at the discretion of Reframd and will be judged in a reasonable way. If you have received an item which is faulty, or the incorrect item in your delivery. We will help you rectify this as soon as possible. Please email us at info@reframd.com with the image of the item showing the fault, a description and your order details.

Goods damaged during shipment

Make sure you check your item(s) once you receive your package. Any harm from delivery must be accounted for to us within 14  days of receipt of the item(s). In the event that you get your item(s) and it has been damaged during shipment, please email us at info@reframd.com immediately. Include an image and description of the damaged goods. This information is useful to us in ensuring that our items are bundled and sent appropriately. We will issue a refund for the damaged goods and you can make the order again.