Return and Refund Policy
- At Framelab e-store (https://framelab.com.my), we want our customer to be completely satisfied with their purchases. We regret that return cannot be accommodated unless it is damaged or has extensive defects discovered upon the receiving of the items.
- However, this does not apply to the sale or clearance items in which no return will be entitled for this.
Return or exchange procedures and Refund
- In the event that you need to contact us regarding a product defect, please contact our Customer Support team with the necessary details WITHIN 7 WORKING DAYS of receiving your order. If the defect is due to production errors or damaged during shipping, we will have a replacement order made. Framelab will not be held responsible for defect reports later than the given duration.
- IMPORTANT: If the frame has a defect, we may have this fixed or replaced. Framelab is not responsible for any consumer-generated mistakes, errors or defects that include but not exclusive to spelling, typographical or grammatical errors, dark images, poor image quality from low resolution images, order quantity or other ordering errors. Please be sure to preview your uploaded photo and frame carefully before placing your order.
- Send an email to [email protected] or call/whatsapp 012-7352311. You have to include the following details in the email:
- Order number
- Product number
- Photo of damaged item (as proof of damage)
- Reason for refunds/exchanges
- We will only allow refunds for:
- Delivery Discrepancies
- Failure of our third-party logistics partner to fulfil the order
- Order is cancelled due to extenuating factors from Big Neevs Sdn Bhd (e.g. peak periods)
- Incorrect Order Quantity
- There are missing items in the order
Once we have received your request for replacement, we shall contact you within 2 business days for further instructions. All returned items must be shipped in its ORIGINAL NEW CONDITION, UNUSED, with ALL TAGS ATTACHED and sent to:
- Big Neevs Sdn Bhd
- No. 23, JalanMutiara 1/9,
- Taman Mutiara Indah,
- 47100, Puchong, Selangor.
- Whatsapp/Call: 012-7352311
You will need to bear the shipping charges for returning the item to us and also the redelivery charges for new exchange item. However, if we send the wrong or defective items to you, we will bear all the cost of return shipping (as long as you use a standard shipping method) and we will make sure we send the correct items to you, ALL at our expense.
Replacement for returned items will be made within 14 working days of the return of the product.