Refund policy

Refund and Returns Policy

Last updated: 18 August 2026

The Framed Garden is a trading name of AESERO LTD, a private limited company registered in Scotland under company number SC892696.

We want you to be pleased with your purchase. This policy explains your rights when cancelling or returning an order and the additional 30-day return period offered by The Framed Garden.

Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable consumer-protection legislation.

Contacting Us About a Return

To request a cancellation, return, refund or exchange, email:

orders@theframedgarden.com

Please include:

  • Your name.

  • Your order number.

  • The product you wish to return.

  • The reason for the return, where applicable.

  • Photographs if the product is damaged, faulty or incorrect.

Please contact us before sending anything back. We will provide return instructions and confirm where the product should be sent.

Items returned without first contacting us may take longer to identify and process.

Your Statutory 14-Day Right to Cancel

If you are a UK consumer purchasing online, you normally have the right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days after the day on which you, or a person nominated by you, receives the goods.

If one order is delivered in several parcels, the cancellation period begins after the final parcel is received.

To cancel, email orders@theframedgarden.com with a clear statement confirming that you wish to cancel. You may use the cancellation form at the bottom of this policy, but you are not required to do so.

After notifying us, you must return the goods within a further 14 days.

Our Additional 30-Day Return Policy

In addition to your statutory rights, we offer a 30-day return period for eligible products.

You must contact us within 30 days after receiving your order.

For returns requested after the statutory 14-day cancellation period, products must be:

  • Unused and in a resaleable condition.

  • Complete and undamaged.

  • Returned with any accessories, labels and documentation.

  • In their original packaging where reasonably possible.

  • Accompanied by your order number or other proof of purchase.

The additional 30-day return policy does not reduce the rights you have during the statutory 14-day cancellation period or where goods are faulty, damaged, incorrect or not as described.

Sale items are eligible for return on the same basis as full-price items unless a lawful exception applies.

Products That Cannot Be Returned for a Change of Mind

The right to cancel or return a product because you have changed your mind does not normally apply to:

  • Products made to your specifications.

  • Clearly personalised or engraved products.

  • Bespoke or custom-made products.

  • Perishable products such as live plants, flowers or food.

  • Sealed products that are not suitable for return for health-protection or hygiene reasons after the seal has been broken.

  • Gift cards, except where required by law.

  • Digital content supplied immediately after you expressly agreed to its supply and acknowledged that you would lose your cancellation right.

A standard, non-personalised product does not automatically lose its cancellation rights merely because it is produced or printed after an order is placed.

These exclusions do not apply where a product is faulty, damaged, incorrectly produced, not as described or otherwise fails to meet your statutory rights.

Personalised and Made-to-Order Products

Please check all names, dates, wording, spellings, sizes and other personalisation details carefully before submitting your order.

Personalised, engraved, bespoke and made-to-order products cannot normally be returned simply because you have changed your mind.

They may still be returned where:

  • We made an error in the personalisation.

  • The product is faulty or damaged.

  • The product does not match the approved order details.

  • The product is not as described.

  • You have another statutory right to reject it.

If you need to change or cancel a personalised order, contact us immediately. We cannot guarantee that changes will be possible once production has started.

Cancelling Before Dispatch

If you wish to cancel or amend an order before it has been dispatched, email orders@theframedgarden.com as soon as possible.

We will try to accommodate your request, but we cannot guarantee cancellation or amendment once an order has entered production, been personalised or been dispatched.

If the order has already been dispatched and is eligible for cancellation, you may return it in accordance with this policy.

Return Postage for Change-of-Mind Returns

If you return an eligible product because you have changed your mind, you are responsible for arranging and paying for the return postage.

We recommend using a tracked service and retaining your proof of postage. The product remains your responsibility until it reaches the return destination supplied in our instructions.

We cannot refund products that are lost during return shipping where no proof of postage or tracking information is available.

If a product cannot normally be returned by post, contact us before arranging the return. We will explain the available options and any reasonable return cost for which you will be responsible.

Faulty, Damaged, Incorrect or Misdescribed Products

Products must be:

  • Of satisfactory quality.

  • Fit for their normal purpose.

  • As described.

  • Supplied with reasonable care.

If a product arrives damaged, faulty, incorrect or not as described, email orders@theframedgarden.com as soon as reasonably possible.

Where possible, please notify us of delivery damage within 48 hours and provide photographs of:

  • The product and damage.

  • The outer packaging.

  • The delivery label.

  • Any damage to the parcel.

The 48-hour request helps us investigate the matter with the delivery provider. It does not reduce or replace your statutory consumer rights.

Depending on the circumstances and your legal rights, we may offer:

  • A replacement.

  • A repair.

  • A price reduction.

  • A full or partial refund.

Where a product is faulty, damaged, incorrect or not as described, we will provide a prepaid return label or reimburse reasonable return postage where a return is necessary.

Please retain the product and packaging until we confirm what to do next.

Inspecting Returned Products

You may inspect a product as you would reasonably be permitted to do in a physical shop.

If you handle a product beyond what is reasonably necessary to establish its nature, characteristics and function, and this reduces its value, we may make a reasonable deduction from the refund.

This does not affect returns involving faulty, damaged, incorrect or misdescribed goods.

We do not charge cancellation or restocking fees when you exercise your statutory right to cancel.

Refund Amounts

For an eligible statutory cancellation, we will refund:

  • The price paid for the returned product.

  • The cost of our least expensive standard delivery method, where the cancellation applies to the entire order.

If you selected an enhanced, express or premium delivery service, we are not required to refund the additional amount above the cost of standard delivery.

If only part of an order is returned, the original delivery charge may not be refundable where the delivery charge would have been the same for the products you kept.

For faulty, damaged, incorrect or misdescribed goods, any refund will include the applicable original delivery charge and reasonable return costs where required by law.

Customs duties, import taxes and handling charges paid directly to authorities or third parties are not normally refundable by The Framed Garden.

How and When Refunds Are Issued

Refunds will be made using the original payment method unless otherwise agreed.

For statutory cancellations, we will issue the refund without undue delay and no later than 14 days after:

  • We receive the returned goods; or

  • You provide acceptable evidence that the goods have been sent back,

whichever occurs first.

For returns made under our additional 30-day policy, we aim to process the refund within 14 days after receiving and inspecting the returned product.

Your bank, card provider or payment service may require additional time to display the refund in your account.

If more than 15 working days have passed since we confirmed that a refund was processed, contact orders@theframedgarden.com.

Exchanges

If you would like a different product, size or option, contact us before returning the original item.

Where an exchange is available, we will explain the process and any difference in price or delivery cost.

In some cases, the quickest option will be to return the original product for a refund and place a separate order for the replacement.

Personalised products cannot normally be exchanged unless they are faulty, damaged, incorrect or not produced according to the order details.

Refused and Unclaimed Parcels

Refusing delivery does not automatically complete a cancellation.

Please email orders@theframedgarden.com if you wish to cancel an order, even if you have refused the parcel.

If a parcel is returned because it was refused, left unclaimed, addressed incorrectly by the customer or subject to unpaid international customs charges, we may deduct reasonable return postage, customs charges and other direct costs from the refund where permitted by law.

This does not apply where the parcel was refused because it was visibly damaged or where the problem was caused by us or our delivery provider.

International Returns

Our additional 30-day return policy applies to eligible international orders unless a product-specific exception is clearly stated.

International customers are responsible for change-of-mind return postage, customs documentation and any related charges.

Mandatory consumer rights that apply in your country of residence remain unaffected.

Missing Refunds

If we have confirmed that a refund was processed but you have not received it:

  1. Check the account connected to your original payment method.

  2. Contact your card provider, bank or payment service, as processing times vary.

  3. If the refund is still missing after 15 working days, email orders@theframedgarden.com.

Cancellation Form

You may use the following form to cancel an eligible online order, although you do not have to use it.

To: The Framed Garden, orders@theframedgarden.com

I hereby give notice that I wish to cancel my contract for the following goods:

Products ordered:

Order number:

Date ordered:

Date received:

Customer name:

Customer email address:

Delivery address:

Date of cancellation:

If submitting this form electronically, typing your name is sufficient. If submitting it on paper, please sign and date it.

Questions

For questions about a cancellation, return, exchange or refund, contact:

The Framed Garden
AESERO LTD
Company number: SC892696
Registered in Scotland
Email: orders@theframedgarden.com