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Refund & Return Policy

Effective Date: 1 April 2026

Thank you for choosing MOSFRAME. Because every piece we create is handcrafted to order, our return policy differs from standard retail. Please read it carefully before placing your order.

1. Made-to-Order — No Returns or Exchanges

All MOSFRAME products are produced individually upon receipt of your order. For this reason, we are unable to accept returns or exchanges on any items unless they arrive damaged or defective.

We strongly recommend reviewing all product details, dimensions, and images carefully before completing your purchase. If you have any questions about a product, please contact us at support@mosframe.com before ordering.

2. Order Cancellation

You may cancel your order within 24 hours of placement, provided production has not yet commenced. To request a cancellation:

  1. Email support@mosframe.com with your order number and the subject line "Order Cancellation Request".
  2. We will confirm whether production has begun. If it has not, we will issue a full refund to your original payment method within 5–10 business days.
  3. If production has already started, the order cannot be cancelled.

3. Damaged or Defective Items

We take great care in packaging every piece using specialised fragile-goods materials, and all shipments include shipping insurance. However, if your item arrives damaged or defective:

  1. Report within 48 hours: Contact us at support@mosframe.com within 48 hours of delivery.
  2. Provide photographs: Include clear photographs showing the damage to both the product and the packaging.
  3. Free replacement: Once we verify the damage, we will produce and ship a replacement piece at no additional cost to you. You do not need to return the damaged item.

Claims submitted after the 48-hour window may not be eligible for a free replacement and will be reviewed on a case-by-case basis.

4. Refund Processing

Approved refunds (for eligible cancellations) are processed to the original payment method. Please allow 5–10 business days for the refund to appear on your statement, depending on your bank or card issuer.

5. Contact

If you have any questions about our return policy, please reach out:

  • Email: support@mosframe.com
  • Address: MOSFRAME LLC, 30 N Gould St, Ste R, Sheridan, WY 82801, United States