1. Statutory Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with European Union consumer protection laws (Directive 2011/83/EU), customers within the European region possess a statutory right to cancel and return their purchase without giving any reason within 14 calendar days.
- Withdrawal Timeframe: The 14-day cancellation window begins on the day on which you, or a third party designated by you (other than the carrier), acquire physical possession of the ordered goods.
- Notification: To exercise your right of withdrawal, you must notify us of your decision through an explicit written statement sent via email to picture@frampicta.com before the 14-day period expires.
- Return Address for European Customers:XXX
- Return Conditions & Process: Returned items must be dispatched back in suitable protective packaging to prevent damage during transit. Upon receipt and verification of the returned parcel at our facility, refunds are processed within 14 days.
2. Damaged, Defective, or Incorrect Deliveries
We apply strict quality verification controls prior to order dispatch. However, if an item arrives with physical defects or transit damage:
- No Physical Return Required: Customers are not required to return damaged physical items.
- Reporting Protocol: Please contact our support team at picture@frampicta.com within a reasonable period following delivery, providing:
- Your order reference code.
- Clear photographic evidence depicting the damaged item and the external packaging with the courier label visible.
- Resolution Options: Upon evaluation and confirmation of the photographic evidence, frampicta will arrange either an immediate replacement shipment or a full refund, according to customer preference, without requiring the damaged parcel to be sent back.
3. Extended Logistics Delays & Carrier Inquiries
All orders destined for European addresses are processed and shipped via priority courier services, including DHL Priority, FedEx Priority, and UPS Priority, with an estimated transit timeframe of 6 to 9 working days.
- Automated Progress Notifications: Tracking updates are automatically transmitted to your registered email address at critical milestones (order dispatch, sorting hub transit, and local delivery status).
- Investigation & Claims: If an order exceeds the standard 9 working days window without delivery confirmation:
- Customers may request a delivery review by emailing picture@frampicta.com.
- Our support team will initiate an official investigation with the carrier (DHL, FedEx, or UPS).
- If the carrier confirms the package is permanently lost or undeliverable, frampicta will issue either a full refund or dispatch a replacement consignment at no extra charge.
4. Refund Processing & Payment Methods
All approved refunds arising from statutory withdrawals, damaged items, or verified delivery loss will be issued directly back to the original funding source used during checkout.
- Supported Payment Channels: Refunds will be credited back via the initial payment method, including:
- Credit & Debit Cards: Visa, Mastercard, American Express.
- Digital Wallets & Mobile Payments: Apple Pay, Google Pay, and other approved electronic wallets.
- Refund Timeline: Once a refund authorization is executed by our financial division, processing times generally depend on your card issuer or banking institution, typically reflecting within 3 to 10 business days.
5. Contact Information for Refund Claims
For all inquiries regarding returns, damaged items, or refund status, please direct your communication to our dedicated support office:
- Brand / Operating Entity: frampicta
- Official Storefront: www.frampicta.com
- Customer Support Email: picture@frampicta.com
- Corporate Location: Germany (Note: Please insert your registered street address and city in Germany here)