Refund policy

RETURN & REFUND POLICY

OVERVIEW

At FramedFantasy, I strive to ensure that you are completely satisfied with your purchase. As all my products are custom-made to order, I have established the following return and refund policy to provide clarity on eligible returns, replacements, and refunds.

By placing an order on my website, you agree to the terms set forth in this policy. Please read the following carefully before making a purchase.

Heroic Money-Back Guarantee — Terms & Conditions

Why I offer this
Commissioning custom art can feel risky. I offer this guarantee so you can jump in without fear. If I truly miss the mark based on the information you gave me, I will make it right. What this is not is a free preview program. I am one artist putting in real time; I expect the same good faith from you.

1 | Scope and key definitions

1.1 Where this applies. These terms apply to all commission listings purchased on FramedFantasy.com.
1.2 Initial Concept / Polished Concept. A reduced-resolution preview of your artwork delivered for evaluation. It is not final art and not licensed for any use.
1.3 Brief Materials. Whatever you gave me before I created the Initial Concept: your written description, references, and/or my optional Blueprint form. You do not have to use the Blueprint, but your guarantee is judged only against what you actually provided.
1.4 Base Commission Value. The listed price for the core commissioned artwork, excluding add-ons, upgrades, rush, printing, framing, or shipping.

2 | Refund eligibility window

2.1 I will refund 100% of the Base Commission Value (and any unused shipping fees) only if:
a) you email me before any revisions begin; and
b) your email is received within 72 hours of the Initial Concept delivery; and
c) in your good-faith judgment the Initial Concept misses the mark relative to your Brief Materials.
2.2 If you ask for any revision, or the 72-hour window passes, the guarantee expires and the commission becomes non-refundable.
2.3 Acceptance by inaction. No reply within 72 hours counts as acceptance of the Initial Concept.
2.4 Delivery timestamp. The 72-hour window begins at the time the Initial Concept is sent to you via email, text, or any other agreed communication channel, regardless of when you open, view, or acknowledge the message. Delivery is measured by our sending records, not by your receipt or viewing of the message.

3 | What "misses the mark" means (and what it doesn't)

3.1 The guarantee covers situations where, in good faith, the Initial Concept does not reasonably reflect the core content of the Brief Materials you supplied (for example, the wrong race/species, the wrong signature weapon, or the omission of a clearly specified defining feature).
3.2 The guarantee does not cover:
a) Omissions or vagueness in your brief (including "forgot to mention" details, unclear references, or critical info added after I deliver the Initial Concept);
b) Buyer's remorse, financial stress, schedule changes, or "I changed my mind";
c) Requests for a new art direction or style that wasn't in your Brief Materials or is outside my house style;
d) Printing, rush, add-ons, or other upgrades (see §5);
e) Any public sharing, distribution, or use of the Initial Concept (see §4);
f) Changes or additions that fall under Section 4.5 of our Terms of Service (major revisions requiring additional payment), including pose redos, significant outfit changes, or major forgotten details.

4 | Intellectual property and usage

4.1 Until you accept the artwork, the Initial Concept is for private evaluation only. Do not post, reproduce, use, or distribute it.
4.2 If a refund is granted, all rights remain with me. You must delete any files I sent and keep nothing beyond private, non-public reference.

5 | Limitations and exclusions

5.1 One refund per 12 months per person, household, and payment instrument (whichever is broader).
5.2 The guarantee applies only to the Base Commission Value. It does not refund add-ons or upgrades (examples: Dual Vision Upgrade, Pet Add-On, Custom Background Upgrade, rush, printing, framing).
5.3 Printing, framing, and shipping already produced or shipped are not refundable. Unused shipping tied to a refunded base may be returned.
5.4 Bad-faith or abuse. I may decline the guarantee if you:
a) refuse to email me within the 72-hour window;
b) begin or request revisions and then seek a refund;
c) share or use the Initial Concept publicly or commercially;
d) file a chargeback or payment dispute before completing the refund process in §6;
e) show a repeat pattern of refunds across linked identities, addresses, devices, or payment methods;
f) provide intentionally incomplete or misleading Brief Materials in an attempt to manufacture a guarantee claim;
g) attempt to obtain both a refund and a chargeback for the same transaction.

6 | How to request a refund

6.1 Email Jan@FondlyFramed.com with subject line "Refund – [Order #]" within 72 hours of delivery of the Initial Concept.
6.2 In the email, include your order number and a short explanation of how the Initial Concept misses the mark relative to your Brief Materials. If I ask clarifying questions to understand the mismatch, please reply so I can verify eligibility.
6.3 Refunds are processed to the original payment method within 5 business days of confirmation. If a refund is granted, you agree to delete all files and not use the work.
6.4 Exclusive remedy. The refund process described in this Section 6 is the sole and exclusive remedy available to you for any dissatisfaction with the Initial Concept. You agree to exhaust this process before pursuing any other remedy, including but not limited to chargebacks, payment disputes, or claims through third-party platforms.

7 | Disputes, chargebacks, and payment disputes

7.1 Mandatory pre-dispute resolution. By placing an order, you agree that you will contact us directly at Jan@FondlyFramed.com and allow a minimum of 10 business days for resolution before filing any chargeback, payment dispute, or claim with your bank, credit card company, PayPal, or any other payment provider or third-party platform. The refund process in Section 6 is designed to resolve all legitimate concerns, and we commit to responding to every refund request within that window.

7.2 Chargebacks filed without following Section 6 constitute a breach of these Terms. If you file a chargeback or payment dispute without first completing the refund process described above, you acknowledge and agree to all of the following:
a) The chargeback constitutes a material breach of this agreement.
b) You will be responsible for all costs we incur as a result, including but not limited to: chargeback fees imposed by our payment processor, administrative costs of responding to the dispute, and any collection costs.
c) We reserve the right to recover the full transaction amount plus all associated fees and costs through any lawful means, including but not limited to collections, small claims court, or any other available legal remedy.
d) We may submit all documentation related to your order (including your Brief Materials, our communications, delivery records, and these Terms) to your payment provider in response to the dispute.
e) You will be permanently barred from future purchases and services with FramedFantasy.

7.3 Dual recovery prohibition. If you receive a refund under Section 6 and subsequently file a chargeback for the same transaction, or if you file a chargeback while a refund request is pending, you agree that the full amount of the refund plus all chargeback fees and costs are immediately owed to us as a debt, and we may pursue collection through any lawful means.

7.4 Good-faith commitment. We genuinely want every customer to be happy. If you feel your concern was not adequately addressed through the refund process, please email us again and let us know. We will do our best to resolve the issue. Chargebacks harm small businesses significantly. We ask that you give us the opportunity to make things right before involving your bank.

7.5 Any dispute not resolved through the process described above will be handled under the governing law of our principal place of business.

7.6 Acknowledgment. By completing a purchase on FramedFantasy.com, you confirm that you have read, understand, and agree to the chargeback and dispute resolution terms in this Section 7. This acknowledgment is a material part of the agreement between you and FramedFantasy.

By commissioning with me on FramedFantasy.com, you acknowledge and agree to these Heroic Money-Back Guarantee terms.

RETURNS

Due to the custom nature of our products, we generally do not accept returns.

If you receive a damaged physical item (Canvas/Poster), you must contact us at Jan@FondlyFramed.com within 30 days of receiving your order to request a return or replacement.

To be eligible for a return or replacement, the following conditions must be met:

  • The item must be unused and in the same condition as received.
  • The item must be in its original packaging.
  • You must provide a receipt or proof of purchase.
  • Clear photo evidence of the damage, defect, or incorrect item must be submitted with your request.

How to Start a Return:

  1. Contact us at Jan@FondlyFramed.com with your order number, a description of the issue, and attached photos showing the damage or defect.
  2. If your return is approved, we will provide instructions on how to proceed, including whether you need to return the item or receive a replacement.
  3. If a return is necessary, we will provide a return shipping label and instructions for returning the package.

Items sent back to us without first requesting a return will not be accepted.

DAMAGED OR DEFECTIVE ITEMS

We take quality seriously and inspect each product before shipping. However, in rare cases, items may arrive damaged or defective due to handling during shipping. If this occurs, please follow the return process above, and we will gladly provide a replacement at no additional cost to you.

If a product arrives damaged, we may issue a full or partial refund depending on the extent of the issue. Refunds will only be processed once the issue is verified.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain items cannot be returned or refunded, including:

  • Custom & Personalized Items – All our artwork and prints are custom-made to order. As such, returns and refunds are not accepted unless there is clear shipping damage.
  • Final Sale & Discounted Items – Items purchased at a discounted price or marked as final sale cannot be returned.
  • Gift Cards – Non-refundable and non-returnable.

If you have questions about whether your item qualifies for a return, contact us at Jan@FondlyFramed.com before making a purchase.

REPLACEMENTS & EXCHANGES

If you received the wrong item or a defective product, we offer free replacements. The fastest way to ensure you receive what you ordered is to request a replacement by contacting us within 30 days of receiving your order.

If a return is required, once your return is accepted and processed, a replacement will be sent. In some cases, we may not require you to return the item.

EUROPEAN UNION 14-DAY COOLING-OFF PERIOD

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.

To qualify for this return, the item must:

  • Be unused and in the same condition as received.
  • Be in its original packaging.
  • Have a receipt or proof of purchase.

Important note regarding custom commissions and the EU cooling-off period: Under EU consumer law, the right of withdrawal may not apply to goods that are clearly personalized or made to the customer's specifications. Because our commissions are custom artwork created based on your individual Brief Materials, the 14-day cooling-off period may not apply once production has begun on your commission. By approving your Brief Materials and authorizing us to begin work, you acknowledge that production of your custom artwork has started and that the right of withdrawal may no longer be available for the commission portion of your order. This exclusion does not affect your rights under the Heroic Money-Back Guarantee above, which remains available as described.

For physical products that are not custom commissions (such as pre-made prints or merchandise, if offered), the standard 14-day EU cooling-off period applies as described above.

To initiate a return under this policy, please contact us at Jan@FondlyFramed.com

REFUNDS

Due to the custom nature of our products, we generally do not accept refunds.

Once your return or damage claim has been received and approved, we will notify you of the refund status. If approved, a refund will be issued to your original payment method within 10 business days.

Refund processing times may vary based on your financial institution. If you have not received your refund after 15 business days, please contact us at Jan@FondlyFramed.com for further assistance.

Refunds may be denied if:

  • The request does not meet the eligibility criteria.
  • The product was damaged due to misuse or improper handling.
  • The return was initiated beyond the 30-day return period.
  • A chargeback or payment dispute has been filed without first completing the refund process described in Section 6 of the Heroic Money-Back Guarantee above.

CANCELLATIONS

Orders may only be canceled within 12 hours of purchase. Since our products are custom-made, production begins shortly after an order is placed. Once processing has started, cancellations cannot be accepted.

For cancellation requests, contact us immediately at Jan@FondlyFramed.com

CONTACT INFORMATION

For any questions regarding our Return & Refund Policy, please reach out to us at:

FramedFantasy
Email: Jan@FondlyFramed.com