Refund & Returns Policy

Last updated: 29 June 2026

We want every FrameOasis piece to arrive in the condition it deserves. Because our artworks are produced to order, please read this policy carefully before placing your order.

This policy applies to physical framed fine art prints purchased from frameoasis.com.

1. EU right of withdrawal

If you are a consumer located in the European Union, you may have the right to withdraw from an online purchase within 14 days of receiving your order, without giving a reason.

To exercise this right, contact us at admin@frameoasis.com within 14 days of receiving your order. Please include your order number, full name, email address used for the order, and a clear statement that you wish to withdraw from the purchase.

If your return is accepted under the statutory right of withdrawal:

• The product must be returned unused, complete, and in its original protective packaging where possible.
• You are responsible for return shipping costs unless applicable law requires otherwise or we agree otherwise in writing.
• You are responsible for any loss in value caused by handling beyond what is necessary to inspect the product.
• Refunds will be processed after we receive and inspect the returned item.
• Original standard delivery costs will be refunded where required by applicable law. Additional costs for premium or express delivery methods may not be refundable.

Certain products may be excluded from the right of withdrawal under applicable law, including goods made to the consumer’s specifications or clearly personalised. If a product is legally excluded from withdrawal, we will explain this clearly where applicable.

2. Non-EU customers

For customers outside the European Union, change-of-mind returns are accepted only where required by applicable law or approved by FrameOasis in writing. Because each print is produced to order, we cannot guarantee acceptance of change-of-mind returns outside mandatory legal rights.

3. Damaged or defective items

If your order arrives damaged, defective, or materially different from what you ordered, contact us at admin@frameoasis.com within 7 days of delivery.

Please include:

• Your order number
• Photos of the damaged or defective product
• Photos of the outer packaging
• Photos of the inner packaging/protective materials
• A short description of the issue

Please keep the product and all packaging until the claim is resolved. We may need the packaging to support a carrier or fulfilment claim.

If the issue is confirmed, we will arrange an appropriate remedy, which may include replacement, repair, refund, or another solution required by applicable law. For damaged made-to-order prints, replacement will usually be the first remedy where possible.

4. Incorrect address, failed delivery, and uncollected parcels

You are responsible for providing a complete and accurate delivery address. If an order is delayed, returned, lost, or requires reshipment because the address provided was incorrect or incomplete, additional shipping or production costs may apply.

If a parcel is uncollected, refused, or returned to sender, contact us and we will review the case. Refunds for uncollected or refused orders are not guaranteed and may exclude shipping, return, production, or handling costs where permitted by law.

5. QR code and soundtrack access

Each FrameOasis print includes a QR-linked soundtrack or listening experience. The QR/music layer is an accompanying digital experience and depends on internet access and third-party platforms such as Spotify.

Changes to Spotify, music availability, regional access, playlist availability, QR destination, or third-party platform behaviour do not by themselves make the physical print defective and do not automatically create a right to refund or replacement, except where required by law.

6. No digital downloads at launch

FrameOasis currently sells physical framed prints only. No digital artwork download is included with your purchase unless expressly stated on the product page.

7. How to contact us

For returns, damage claims, or refund questions, contact:

admin@frameoasis.com

FrameOasis

---