Returns Policy

Direct Frames offer replacement or refund, without quibble, on any goods returned unused and in perfect and mint condition within 14 days of receipt.

Please respect all retail packaging, and help us save the environment. Any ripped packaging will incur at least a £5 repackaging fee.

Nothing in these terms is intended to affect your statutory rights.

Customer support and service is available by phoning 0117 330 2277 Monday to Friday between 9am and 5pm. We will normally respond fully to your query on the same working day.

Complaints - If you have any complaint please address it to Digital Frames Ltd, Unit D4 Ashville Park, Short Way, Thornbury, BS35 3UU. We will normally respond on the working day your compliant is received.

Cancellations

You can cancel your purchase at any time either before or up to 7 working days after the date it was delivered by:

• following the "Returns" instructions in our returns policy
• e-mailing us at customerservices@er2u.co.uk
• phoning us on 0117 330 2277 - please have your order reference number and delivery details to hand
• returning the product to us addressed to Digital Frames Direct - Unit D4, Ashville Park, Short Way, Thornbury, BS35 3UU

Your product must be complete, unused and in 'as new' condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product in any way). It should be returned with the original box, packing and accessories. Any 'Free Gifts' received with the product must also be returned.

You will receive a full refund less the cost of the outbound shipping, provided you return the product to us at the above address and in unused and new condition.

We cannot cancel your purchase when:

• the goods are not unused and in “as new” condition
• you return your goods without proof of purchase
• the goods were a special order to your specification

Any order being cancelled will be returned by the customer at their expense.

Return of Faulty Goods

The following are guidelines. Wherever possible we will respond to your individual circumstances with the aim of achieving a mutually acceptable resolution.

If there is a fault with your product within 12 months of delivery (or other defect with your order), we will normally offer a prompt repair or exchange. We will always offer you the choice of an exchange or refund if the fault occurs within 7 working days of delivery.

To qualify for a refund or exchange the product must be:

Please return the product to a Digital Frames Ltd or phone Aftersales on 0117 330 2277(9am to 5pm Monday to Friday). If a fault occurs while you are abroad, please contact us after you return to the UK.

This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear. For consumable items the guarantee period is three months from delivery.

Any refund due to a fault or other defect may include a refund of the applicable delivery charge up to a maximum of £5.50. Replacement goods are sent by standard delivery only (i.e. premium services are not available).

THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS

Digital Frames Ltd registered address is Unit D4, Ashville Park, Short Way, Thornbury, BS35 3UU registered in England No. 05700537, VAT No. 877 3058 90.