Refund policy
Here is the policy rewritten in full paragraph form:
Return & Refund Policy — The Bad Frame
Effective Date: May 2026
All return and refund claims must be raised within 48 hours of delivery. Once this window has passed, The Bad Frame reserves the right to decline any claim regardless of the nature of the issue, and no exceptions will be made under any circumstances.
An unboxing video is compulsory for every claim without exception. You must record a clear, uninterrupted video showing the sealed outer packaging, the condition of the parcel upon opening, and the product as it is removed from the package. This video must be recorded at the time of delivery, before the package is fully opened or the item is handled further. Claims submitted without an unboxing video will be rejected outright and will not be processed or acknowledged under any circumstances.
To be eligible for a return, the claim must be raised within 48 hours of delivery along with the unboxing video, a valid proof of purchase such as your order ID or invoice, and the frame must be in its original unused condition with all original packaging and protective materials intact. You must also receive written confirmation from The Bad Frame before sending any item back. Do not dispatch a return shipment until written approval has been issued by our support team. Returns sent without prior authorisation will not be accepted and will not be eligible for a refund.
Since all our frames are entirely glass-free by design, return and refund claims will only be considered for the following reasons: the frame body arrived severely cracked, snapped, or broken in a way that makes it structurally unusable; the frame surface arrived with deep gouges, punctures, or major impact damage sustained during transit; the frame body is significantly bent or warped beyond normal tolerance, preventing it from lying flat or hanging properly; the wrong item or wrong size was delivered; accessories or hardware explicitly listed in the product description are missing from the package; or the stand or mounting mechanism arrived broken and renders the product completely unusable.
The following will not be accepted as valid grounds for a return or refund under any circumstances: minor surface scuffs, scratches, or light marks that do not affect the usability of the frame; colour, tone, or finish variation compared to website images, as screen calibration differs across devices and minor visual variation is not a defect; claims raised after the 48-hour window; frames that have been used, assembled, hung, or otherwise handled beyond initial inspection; claims submitted without an unboxing video; change of mind or dissatisfaction with aesthetic qualities, as our frames are hand-crafted goods and appearance is subjective; and claims based on general quality perception, as quality judgements vary from person to person and will not be entertained.
The Bad Frame does not offer product replacements under any circumstances. All approved claims are resolved exclusively through a refund. We do not dispatch replacement units, exchange items, or offer store credit in lieu of a refund.
Refunds are issued only after the returned item has been physically received and inspected by our team. You will receive an email notification confirming the approval or rejection of your refund within 48 hours of inspection. A full refund is issued when the wrong item was sent or when the product arrived in a severely damaged and unusable condition. A partial refund may be issued at The Bad Frame's discretion in cases of moderate transit damage where the item retains partial usability. Refunds are processed within 5 to 7 working days via direct bank transfer or UPI only. Shipping charges are non-refundable in all cases, and the cost of return shipping is the responsibility of the customer unless the error was on The Bad Frame's part. For prepaid order cancellations made before dispatch, a deduction of 2.5% of the order value will be applied to cover non-refundable payment gateway charges, and the remaining amount will be refunded within 5 to 7 working days.
Cancellations are accepted only before the order has been dispatched. To cancel, email us with your name, order ID, and reason for cancellation, and we will confirm within 1 business hour. Cancellations cannot be processed once the shipment has been dispatched. If delivery is refused or the parcel is returned to us by the courier, delivery and RTO charges of ₹80 to ₹100 will be deducted before the refund is processed.
To raise a claim, record your unboxing video at the time of delivery, then email us at thebadframe@gmail.com within 48 hours with your order ID, a description of the issue, and the video attached. Wait for written confirmation from our team before taking any further action, and once approved, follow the instructions provided to complete the return process.
For any queries, reach us at thebadframe@gmail.com, Monday to Saturday, 10:00 AM to 6:00 PM IST.
The Bad Frame reserves the right to amend this policy at any time without prior notice. The policy in effect at the time of purchase governs your order.