Refund Policy

This policy explains how returns, exchanges and refunds are handled on frameova.com. It applies to all furniture orders placed through our website and is intended to provide clear guidance before and after purchase.

1. Exchanges

We do not offer an exchange service.

This is due to the way our furniture is stored, prepared and dispatched. Products are processed through a centralised fulfilment system, and offering exchanges would significantly delay resolution times and increase the risk of inventory inconsistencies.

If you wish to purchase different products, please return the unwanted items and place a new order for the items you prefer.

2. Returns

We provide a return service for eligible products. Returns may be requested for the reasons below, provided the request is made within 60 days of receiving your order.

• Voluntary returns, such as change of mind or ordering the wrong item
• Returns due to a product issue, such as a defect, missing parts, or damage caused during transportation

To be eligible for a return, the product must meet the following conditions, unless the return is due to a confirmed product issue:

• The product has not been used, installed, assembled or modified
• The item is returned in suitable condition and can pass inspection
• All accessories, components and instructions are returned together
• The original packaging is intact, or equivalent protective packaging is used

If the return is due to a confirmed product issue (for example, a manufacturing defect or transit damage), we may still be able to assist even where the packaging is not fully intact, provided sufficient evidence is supplied and the item can be assessed.

Returns that show signs of customer damage, misuse, improper handling or incomplete contents may not be eligible for a refund.

3. Return Method

To initiate a return, please contact us by email with your order number and a brief explanation of the reason for the return. If the return relates to a product issue, please include clear photographs where possible to help us assess the case efficiently.

Once your application is approved, please return the product along with the return label in the package. Returned items must be sent back within the timeframe specified in those instructions. If the item is not returned within that period, refund eligibility may be affected.

After the returned item is received, it will be inspected. Inspection timelines can vary depending on the product type and condition, but we aim to complete the return check without unnecessary delay.

4. Refunds

Refunds are issued after the returned product has been received and inspected.

• Refunds are processed using the original payment method
• Refund initiation typically takes place within 1–3 working days after approval
• The time required for funds to appear in your account depends on your bank or payment provider

If the product is damaged due to a quality issue, missing parts, or transportation-related damage, we will offer a full or partial refund, as appropriate.

If a return is made voluntarily (for example, change of mind), return shipping costs and certain handling costs may be deducted from the refund where applicable.

5. Contact Information

• E-mail: shipping@frameova.com
• Phone: +65 (807) 65339
• Address: APT BLK 466 TAMPINES STREET 44 #04-02, SINGAPORE 520466, SINGAPORE

Customer support hours: Monday to Friday, 8:00 – 17:00 (UK local time, GMT/BST). Enquiries received outside these hours or on public holidays will be responded to on the next working day.