Refund policy

We would rather fix a picture than argue about it. Body copy on this template is placeholder text; the final wording will be supplied by legal counsel.

1. The guarantee

Every order carries our 100% satisfaction guarantee, custom pieces included. If you are not happy with the picture, tell us within 14 days of delivery and we rework it or refund you.

2. Ready-made pictures

Ready-made pictures can be returned within 30 days of delivery in their original crate and packaging. Return shipping inside the UAE is on us when you use the label we send; outside the UAE it is at your cost.

3. Custom pictures

A custom picture is wound for one customer from the photo and preview you approve, so it is not covered by change-of-mind returns under UAE consumer protection law.

4. Damaged on arrival

Send a photo of the damage and the crate within 48 hours of delivery. Every shipment is insured; we remake the picture at no cost and arrange collection of the damaged one.

5. How to start a return

• Email studio@stringframe.com with your order number.
• Tell us what is wrong, with a photo if the problem is visible.
• We reply within one working day with a label or a collection slot.
• Keep the crate until the return is agreed — pieces travel badly without it.

6. When you get the money

Refunds go back to the original payment method within 14 days of us receiving the returned picture, or of agreeing the refund where nothing needs returning. Your bank may take a few days longer to show it.

7. Vouchers

An unused voucher can be refunded within 14 days of purchase. Once a voucher has been partly redeemed, the remaining balance stays on the code and is not paid out in cash.

8. What is not covered

Damage caused by hanging a picture incorrectly, by damp, or by prolonged direct sunlight is not covered, and neither is normal variation between pieces: each one is wound by hand, so thread tension and small crossings differ every time.

Version 1.0 · 1 August 2026 · Request a PDF copy