Refund policy

Last updated: 17 September 2026

We want every Frame Avenue order to arrive in perfect condition. This policy explains returns, damaged goods and refunds.

1. Right of withdrawal — 14 days

For artworks and frames in our standard catalogue, you have 14 calendar days from receipt to notify us that you wish to withdraw, without giving a reason. For an order delivered in separate parcels, the period runs from receipt of the last item.

You then have a further 14 days to send the goods back. Selecting a catalogue size, finish or frame colour does not in itself constitute personalisation.

Email la.fabrik@icloud.com, use our contact form or write to LA FABRIK — FRAME AVENUE, 17 B rue du Sculpteur Abbal, 31390 Carbonne, France. Include your order number, name and the items concerned. We will provide return instructions and an address. Do not send parcels to a printing facility or the address on the package without instructions. Your withdrawal does not require our approval.

2. Returning goods

Return the complete product, securely protected, with its accessories and, where possible, its original packaging. Any loss in value does not automatically remove your right of withdrawal. You may be liable for a reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

For a change of mind, you pay the direct return shipping costs. We recommend tracked, insured shipping suitable for framed goods.

3. Damaged, broken, faulty or incorrect goods

Contact us as soon as possible if an order arrives damaged, incomplete, faulty or different from what you ordered. Reporting within 30 days is recommended to speed up processing; this does not limit your statutory conformity rights.

Please provide the order number and photographs of the entire product, the defect, outer packaging, shipping label and internal protection. Keep the goods and packaging while the claim is being resolved. Wait for our instructions before returning them. Missing photographs or packaging does not automatically remove statutory rights.

After assessment, we arrange a free repair or replacement in accordance with your statutory rights. A price reduction or refund is available where legally required, including where repair or replacement is impossible, late or causes significant inconvenience. Frame Avenue covers the return costs for faulty or non-conforming goods.

4. Personalised products

The right of withdrawal does not apply to goods made to your individual specifications or clearly personalised, such as an artwork based on your own photograph, text, file or specifically requested dimensions, when this exception is disclosed before ordering. Statutory rights for damaged, faulty or non-conforming goods always remain applicable.

5. Refunds

A withdrawal refund includes the relevant product price and the original standard delivery charges as required by law. Any surcharge for a more expensive delivery method is not refunded.

Refunds are made through the original payment method, without fees, within 14 days of withdrawal notification. We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever occurs first.

6. Cancellation and incorrect addresses

Contact us immediately to cancel an order. Cancellation is free before production begins. Once production has started, immediate cancellation cannot be guaranteed; the right of withdrawal applicable to catalogue products remains unaffected.

Check your delivery address before confirming. If delivery fails because the address you supplied was incorrect or incomplete, additional production or redelivery costs may be payable by you, subject to your statutory rights.

7. Statutory guarantees

Products benefit from the French statutory guarantee of conformity and the guarantee against hidden defects. The conformity guarantee covers defects appearing within two years of delivery. Repair or replacement must be free and completed within 30 days without significant inconvenience. Other remedies apply under the law. Your mandatory consumer rights in your country of habitual residence remain protected.

Model withdrawal form

Send only if you wish to withdraw. To: LA FABRIK — FRAME AVENUE, 17 B rue du Sculpteur Abbal, 31390 Carbonne, France — la.fabrik@icloud.com.

I hereby give notice that I withdraw from my contract of sale for the following goods: [items]. Ordered on: [date]. Received on: [date]. Order number: [number]. Customer name: [name]. Customer address: [address]. Date: [date]. Signature (only for paper notifications): [signature].