If the frame you receive is defective or does not fit, simply contact us for a replacement and we'll resend a new frame with a return label for the original one. If you would like to cancel your order for whatever reason, just notify us that you would like to return the frame for an RMA number then send the frame back to us.
In the unlikely event an item is damaged in transit, please make a note of this with the carrier at the time you sign for the package if there are any signs of potential damage then notify us immediately so that we can contact the shipping carrier to initiate a damage claim. Damages must be reported to us within 72 hours of delivery.
Refunds will be issued back to the original card used for the purchase.
We stand behind our products and will gladly issue a full refund upon return.
Returns may be subject to a 15% restocking fee for items ordered in error or not returned in new condition. Returns not packaged in the same manner as the original packaging, will NOT be eligible for a return. Please carefully package your items in exactly the same manner as it was originally received.Below is a photo of a typical packaging method.
All items MUST be returned to be eligible for refund. Items not returned, will NOT be eligible for refund.
Examples of when a restocking fee would apply:
Ordering Errors of ordering a frame for a TV other than Samsung The Frame. At this time, Deco TV Frames are ONLY compatible with Samsung The Frame televisions.
Ordering Multiple Frames to decide which frame color is desired and returning the unwanted frame.
Exchanges for different style frames. Not sure which style frame you would like? ... We suggest ordering samples first
Not allowing enough space on the wall per the published overall dimensions of the frame.
In the event of an exchange, applicable round trip shipping costs will be the customer's responsibility. Contact us if you would like to purchase a return shipping label at the reduced shipping rates we have negotiated with our shipping carriers.
We strongly encourage you order samples first to avoid unnecessary return shipping of full frames. We do not accept samples as returns, but we do encourage passing them along to a friend. We will give up to a maximum $25 credit toward your frame order upon request. Just contact us when you're ready to purchase your frame.
Why do we charge restocking fees?
Due to the large size of our frames, there are considerable costs we incur for every returned frame. Every frame has to be carefully inspected for damages, fully repacked in new packaging and 50% of the time a new side of the frame needs to be re-created to make the frame in brand new condition. In most cases restocking fees can be avoided by simply ordering samples first or by not abusing the return policy by ordering multiple frames to keep just one. Sadly, this practice has become so incredibly common that we've been force to introduce "restocking fees" to partially offset our losses.
Television & Versabox Returns
Returns of any televisions or Versaboxes will always incur a 20% restocking fee. All items must be returned to the manufacturer with a valid tracking number and RMA number. Contact our customer service team to request an RMA number.
This restocking fee is applicable once any order has been shipped. Unfortunately, we cannot avoid this fee as it is charged directly to us by Samsung and our Versabox suppliers with no exceptions. Also Samsung does not accept returns at all on 32" TVs through their resellers, therefore we cannot accept returns on 32" TVs.