Refund policy

Last Updated: July 2026

This Global Return & Refund Policy applies to all purchases made through Framar’s online store. Framar International Inc. is a Canadian company headquartered at 7873 Blackburn Parkway, Niagara Falls, Ontario L2H 0A6, Canada.

This Policy sets out Framar’s commercial return terms and the mandatory consumer rights applicable in the jurisdictions where Framar sells and ships products. Where local consumer‑protection laws provide additional or stronger rights, those rights prevail over any conflicting commercial terms in this Policy.

1. GENERAL COMMERCIAL RETURN POLICY

1.1 Return Window. Framar offers a 20 day commercial return period beginning on the date the goods are delivered. After 20 days, Framar cannot offer a refund or exchange except where mandatory consumer law requires otherwise (see Sections 3–7).

1.2 Condition of Returned Goods To qualify for a commercial return, goods must be: unused; in substantially the same condition as received; returned with original packaging where reasonably possible; and accompanied by proof of purchase.

This condition requirement does not apply where local law grants consumers the right to inspect, test, or handle goods beyond this standard (EU, UK, Australia, Brazil). See Sections 3–7.

1.3 Refusal of Damaged or Contaminated Goods Framar may refuse returns where goods are used, damaged, contaminated, or otherwise not in a condition suitable for resale, except where mandatory consumer law requires acceptance.

1.4 Non‑Returnable Items The following items cannot be returned under Framar’s commercial policy:  gift cards;  downloadable software;  perishable goods; hazardous materials; flammable liquids or gases; certain health, hygiene, or personal‑care items once opened.

Mandatory legal exceptions apply in certain jurisdictions (see Sections 3–7).

1.4 Partial Refunds Partial refunds at Framar’s reasonable discretion, may be granted where goods show signs of use, damage, or missing components not attributable to Framar.

1.5 Sale Items Sale items are not eligible for commercial refunds except where mandatory consumer law requires otherwise (EU, UK, Australia, Brazil).

1.6 Restocking Fees  Where permitted, and for commercial change‑of‑mind returns, Framar may apply a restocking fee of up to fifteen percent (15%) of the product price to cover handling, inspection, and repackaging costs. A return is deemed commercial where the purchaser is acting in a business capacity, which includes any of the following objective indicators:

- The order was placed through a Business Account registered with Framar; 

- The purchaser provided a business name, tax identifier, reseller certificate, or other Business Identifier; 

- The purchase quantity is consistent with Commercial Quantity or resale activity; 

- The shipping or billing address corresponds to a commercial or professional location; 

- The products purchased are intended for professional, resale, or operational use.

Restocking fees do not apply where prohibited by mandatory consumer protection law, nor do they apply to returns involving defective products or misdescribed goods.

1.7 Abuse of Return Rights Framar reserves the right to refuse returns, exchanges, or future orders where return behavior indicates misuse, fraud, where there is clear evidence that the products are not Framar’s products, or abuse of Framar’s commercial return policy or applicable consumer‑protection rights.

2. RETURN PROCESS FOR ALL REGIONS

2.1 How to Initiate a Return Customers may initiate a return by: using Framar’s online return portal (available in EU); using the “Cancel Items” or “Return Items” button(available in EU); emailing info@framar.com; or  submitting any clear written statement requesting a return.

2.2 Unauthorized Returns Where permitted by applicable law,Returns sent without prior authorization or without a valid return request may be rejected and returned to the customer. Framar is not responsible for goods sent without a valid return authorization.

2.3 Return Address All returns must be sent to: Framar International Inc. 7873 Blackburn Parkway Niagara Falls, Ontario L2H 0A6 Canada

2.4 Return Shipping Costs Unless otherwise required by law, customers are responsible for return shipping costs. Return shipping costs are non‑refundable and may be deducted from the refund.

2.5 Inspection of Returned Goods All returned goods are subject to inspection and verification upon receipt. Framar will approve or deny refunds based on the condition of the goods, compliance with this Policy, and any applicable consumer‑protection laws. Goods that fail inspection may be returned to the customer at the customer’s expense or refunded partially in accordance with Section 1.4.

2.6 Refund Method Approved refunds are issued to the original payment method.

3. EUROPEAN UNION (EU) – MANDATORY RIGHT OF WITHDRAWAL

EU consumers have a 14‑day statutory right of withdrawal under Directive 2011/83/EU.

3.1 Withdrawal Period The 14‑day period begins on the day the consumer (or a designated third party) receives the goods.

3.2 Exercising the Right EU consumers may withdraw by:

  • using Framar’s electronic withdrawal button (“Cancel Items” or “Return Items”);
  • using the return portal;
  • emailing info@framar.com;
  • submitting the Model Withdrawal Form.

Framar acknowledges withdrawal requests on a durable medium.

3.3 Condition of Goods EU consumers may inspect and handle goods as in a physical store. Framar may deduct diminished value caused by excessive handling.

3.4 Refunds Framar refunds:

  • the full product price;
  • standard delivery costs at the time of purchase.

Refunds are issued within 14 days of withdrawal notice, subject to Framar’s right to withhold until goods are received or proof of return is provided.

3.5 Exceptions Withdrawal does not apply to:

  • personalized goods;
  • sealed hygiene items once opened;
  • inseparably mixed goods.

 

 

4. UNITED KINGDOM (UK) – CONSUMER CONTRACTS REGULATIONS

UK consumers have a 14‑day cancellation right identical in scope to the EU right of withdrawal.

5. AUSTRALIA – AUSTRALIAN CONSUMER LAW

This section overrides any conflicting commercial terms.

5.1 Defective Goods

Australian consumers are entitled to a refund, repair, or replacement for goods that are faulty, unsafe, or not as described. There is no time limit for asserting defect rights.

5.2 Non‑Defective Returns

Commercial 20‑day return terms apply for change‑of‑mind returns.

5.3 Packaging Requirements

Framar cannot require original packaging for defective‑goods returns.

6. ISRAEL – CONSUMER PROTECTION LAW (MANDATORY)

This section overrides conflicting commercial terms.

6.1 Cancellation Right

Israeli consumers may cancel most purchases within 14 days of receiving the goods.

6.2 Refunds

Framar refunds the product price subject to lawful deductions.

6.3 Exceptions

Certain cosmetics, hygiene items, and personal‑care products may not be eligible for cancellation once opened.

7. BRAZIL – CONSUMER DEFENSE CODE & LGPD (Lei Geral de Proteção de Dados Pessoais)

This section overrides conflicting commercial terms.

7.1 Regret Right

Brazilian consumers have a 7‑day regret right for distance purchases.

7.2 Refunds

Framar refunds the full product price and standard shipping.

7.3 Condition of Goods

Consumers may open and inspect goods. Framar may deduct diminished value caused by excessive use.

8. APAC REGIONS (SINGAPORE, MALAYSIA, JAPAN, HONG KONG, INDIA, SOUTH KOREA)

Framar complies with regional consumer‑protection laws requiring:

  • clear disclosure of return shipping costs;
  • defect refund or replacement rights;
  • transparent return procedures.

Commercial 20‑day return terms apply for change‑of‑mind returns unless local law provides stronger rights.

9. CANADA

Commercial 20‑day return terms apply. Provincial consumer‑protection laws apply to defective goods.

10. UNITED STATES

Commercial 20‑day return terms apply. State consumer‑protection laws apply to defective goods.

11. GIFT If marked as a gift and shipped directly to the recipient, Framar issues a gift credit upon return. If not marked as a gift, refunds are issued to the original purchaser.

12. RISK OF LOSS DURING RETURN SHIPPING Customers bear the risk of loss or damage during return transit until goods are received by Framar, except where prohibited by law.

13. CONTACT INFORMATION Framar International Inc. 7873 Blackburn Parkway Niagara Falls, Ontario L2H 0A6 Canada Email: info@framar.com

14. EU MODEL WITHDRAWAL FORM

(As required under Directive 2011/83/EU)

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: Order number: Ordered on: Received on: Name of consumer(s): Address of consumer(s): Phone number: Email address: Signature (if submitted on paper): Date: