Refund policy

Return Policy — Framed Miles

In short: our personalised posters are made to order specifically for you and are therefore not eligible for the statutory right of withdrawal. If something is wrong with your order (damage, personalisation error or wrong product), we will of course resolve it for you.

1. Personalised products — no right of withdrawal

Our 3D-printed route posters are made to order specifically for you, with your name, finish time, bib number and race details. Under Article 6:230p(f) of the Dutch Civil Code and Article 16(c) of the European Consumer Rights Directive (2011/83/EU), the statutory 14-day right of withdrawal does not apply to these products. A personalised poster cannot be returned simply because you have changed your mind.

2. Non-personalised products — 14-day right of withdrawal

For non-personalised products (for example gift wrapping), the statutory 14-day right of withdrawal applies from the date of receipt. Conditions:

  • The product is unused and in its original packaging.
  • You have proof of purchase (order confirmation or invoice).
  • Return shipping costs are at the buyer's expense.

Please notify us of your return by email first at framedmiles@hotmail.com. You will then receive the return address and further instructions. Returns without prior notification will not be processed.

3. Damage, defect or personalisation error

Did you receive a product that is damaged or defective, or did we make an error in the personalisation (wrong name, time, date, etc.)? We will resolve this free of charge — the personalisation exception does not apply in these cases.

Please contact us within 14 days of receipt at framedmiles@hotmail.com with:

  • Your order number.
  • A photo of the issue.
  • A brief description.

We will arrange a replacement product or a full refund, at your choice.

4. Return shipping costs

  • If the error is on our part (wrong product, defective upon delivery, incorrect personalisation): we will cover the return shipping costs.
  • If withdrawing from a non-personalised product: return shipping costs are at the buyer's expense.

5. Exceptions — non-returnable

The following products cannot be returned:

  • Personalised products (route posters with name, time, etc.), unless damaged, defective or incorrectly personalised (see section 3).
  • Gift vouchers and products sold as "final sale".

6. Refund

Once we have received and inspected your return, you will receive a refund within 10 business days via your original payment method. Depending on your bank, it may take a few additional business days for the amount to appear in your account.

If you request a replacement instead (in case of damage or error), we will send the new product as quickly as possible at no additional cost.

7. Contact

Questions about this policy or your order?

Email: framedmiles@hotmail.com
Company: Framed Miles
Address: Calle Fajardo 9, 29005, Malaga, Spain — VAT: ESZ2738782Q