We will do our best to support you before, during and after your purchase with us.
Ordering & Payment
By placing an order for a product or service on our website, you permit us or our payment partner to charge your credit card, debit card or other payment method chosen, for the total amount of your order, including shipping charges.
All orders placed are subject to our acceptance. This means that we may refuse to accept your order. We reserve the right to cancel an order for any or no reason, and without liability to you, us or any other party. If we have already taken payment, we will issue you a refund.
When an order has been accepted by us, you will be directed to an order confirmation page where you will see your order details, including order number. If you notice something incorrect with your order please contact us as soon as possible.
You should also receive an email acknowledgement from us which will include your order number and a link to your order details. If you don’t receive an order acknowledgement, please check it hasn’t been directed into your spam folder or contact us so we can send a new copy.
We make every effort to identify possible duplicate orders, but if you have received multiple order acknowledgements, please contact us
Prices & Taxes
VAT & Tax
The price displayed on the product, once custom selections have been completed, include VAT.
The price displayed for each line item in your shopping basket includes VAT.
Packing & Shipping
Prices for shipping and packaging are presented in your shopping basket before placing an order. These prices may vary depending on your chosen shipping destination.
Pricing Mistakes & Changes
We make every effort to prevent pricing errors appearing on our website. If in the unlikely event you are charged the wrong price, you agree that we are not bound by that incorrect price. We will contact you as soon as possible to inform you of the correct price. We may suggest a product substitution (at the same or different price) or price modification. If you do not agree to either of these two proposed solutions we will cancel your order and refund any money you have been charged.
We reserve the right to change our product prices at any point and without notice.
Custom quotes generated by correspondence with us are valid for 30 calendar days from the point we send them to the contact details you supplied.
On rare occasions where a quote has been generated incorrectly we will inform you of any price changes immediately. You agree that we are not bound by that incorrect price.
If you apply a promotional code to your order, you agree to be bound to our Terms of Sale and our Promotional Code Policy.
Delivery & Dispatch
Defects & Damages
If your goods are received defective or incorrect you should contact us within 14 calendar days of accepting delivery, so we can arrange to have the product(s) collected. In addition to your consumer rights, you will be given the option to have the product(s) replaced at no charge to you. Your failure to inform us after 14 calendar days of you accepting delivery shall constitute a waiver of any such claim.
Where an item has been returned to us due to an incorrect or incomplete delivery address being supplied, you may be charged a reshipping fee to attempt delivery of your order again.
Where an item has been returned to us due an error on our or our carriers part, you will not be charged for redelivery of your order.
Incorrect Shipping Location Selected
Where you have selected an incorrect delivery location for purposes of calculating shipping charges, we reserve the right to cancel your order or charge you the correct amount.
We may not be able to deliver to your chosen location. If we can’t ship to your chosen location we will cancel your order and refund you the total value of your order; or give you the option to arrange collection and delivery yourself. You will be responsible for paying delivery charges on delivery services organised yourself. If you choose to exercise this right we will refund you any shipping charges paid applicable to the order(s) in question.
Where we can’t deliver to your chosen location, but have begun production of an order containing customised products we may not be able to cancel your order. It is your responsibility to ensure we can deliver to your chosen delivery address before you place an order. To determine if we can ship to your destination, please Contact Us
All lead times quoted on our website refer to business days (days not including weekends and holidays, including our Christmas holiday period and bank holidays). These are estimated lead times and are not guaranteed.
It is your responsibility to ensure that you order from us in adequate time to prevent any disappointment resulting from late shipment.
For very large orders we may need to split ship your items as they become available for dispatch. If we can not agree a solution, we reserve the right to cancel your order and refund any money you have been charged.
Descriptions & Photographs
We make every effort to prevent errors relating to the description or specification of a product or service appearing on our website. If in the unlikely event you receive a product that has been incorrectly described, we will offer you a substitution or refund. Should the substitution cost more than your incorrectly specified product(s), you are responsible for paying the difference. Conversely, if your chosen substitution is cheaper, we will refund you the difference.
We can not guarantee that the photos you see on screen will look identical to what you receive because:
- Your monitor may not display colours accurately
- Batches of material can vary
- Different lighting environments can have an effect on perceived colours
For these reasons, if exact colour, material or other specification is important to you, we suggest you contact us to request free samples before ordering.
If you have ordered an out of stock item we will contact you to ask if you are happy to wait. If you choose not to wait, we will offer you a substitution or refund. Should the substitution cost more than your out of stock product(s), you are responsible for paying the difference. Conversely, if your chosen substitution is cheaper, we will refund you the difference.
Limitation of Liability
FramePak will not under any circumstances be liable for any consequential loss as a result of the incorrect supply, late delivery, accidental misrepresentation or any other reason whatsoever whether avoidable or not.
This website may contain links to external sites. FramePak shall not be held responsible for the availability of, or the content located on or through, any external site, nor for any transactions between you and such sites.
You may not download or copy the content or other downloadable items displayed on this website for personal or commercial gain unless authorised to do so by FramePak.
Changes to the Policy
From time to time we may update this policy. When any changes are made the policy will be updated on our website. We will never diminish your rights with changes to this policy, unless you have given explicit consent. Placing an order after a change in policy constitutes to providing explicit consent.