Refund & Return Policy

Frame Design GEM Gallery sells original artwork, limited pieces, pottery, and made-to-order custom framing. Because most items are one-of-a-kind or produced specifically for you, our policy is as follows.

All sales are final

All purchases — including artwork, pottery, frames, and custom framing — are final. We do not accept returns or offer refunds for change of mind, buyer’s remorse, or because a piece looks different in your space than expected.

Exceptions: damage or materially not as described

We will provide a refund or, where possible, a replacement or repair if:

• your item arrives damaged in transit; or
• the item you receive is materially different from its description on the Site (for example, the wrong piece, or a defect we failed to disclose).

How to report a problem

Contact us at gem4art@sbcglobal.net within 5 days of delivery (for shipped orders) or pickup, with:

• your order number;
• a description of the problem; and
• clear photos of the item and, for shipping damage, the packaging.

Please keep the original packaging until the claim is resolved. We may ask you to return the item before issuing a refund; if so, we will cover return shipping for a valid claim.

How refunds are issued

Approved refunds are made to your original payment method through Stripe, typically within 5–10 business days of approval. Your bank may take additional time to post the credit. Shipping fees are refunded only when the entire order is returned due to our error or transit damage.

Custom framing

Custom-sized and made-to-order framing cannot be canceled once production has begun and is not eligible for refund except for our error or a manufacturing defect.

Order cancellations

You may request cancellation of an order before it has been fulfilled or, for custom work, before production has begun, by emailing us as soon as possible. Once an order ships, is collected, or enters custom production, it can no longer be canceled.

Local pickup orders

Please collect pickup orders within the window you selected. If an order is not collected within 30 days and we cannot reach you, we may treat it as abandoned and cancel it without a refund.

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