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Return Policy

We aim to Satisfy! 

Samsung Frame Box

To initiate a return or exchange CLICK HERE

Frame Returns

We ask that returns or exchanges be requested within 30 days of delivery. 

If you’re unsure about which style you’d like, we strongly encourage you order samples first to avoid unnecessary hassles and fees. Please note, we do not accept samples as returns, but we do encourage passing them along to a friend. If you do place a sample order and decide on a frame, we will give up to a maximum $20 credit toward your frame. Simply contact us at when you're ready to purchase your frame.  

When returning or exchanging a frame, we ask that you cover the associated shipping fees. Contact us if you would like to purchase a return shipping label at the reduced shipping rates we have negotiated with our shipping carriers.  

Also, orders may be subject to a 10% restocking fee. Examples of when a restocking fee would apply:  

  • Ordering a frame for a TV other than Samsung The Frame. Deco TV Frames are ONLY compatible with Samsung The FrameTVs.  
  • 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. We suggest reviewing the dimensions listed on the product page and also trying our “Point & Place” augmented reality viewer with your phone to get a sense of size on the wall.
  • Ordering the incorrect version. Please be sure to select the correct size and year of your TV model.
  • Request is made outside of our return window.

In the unlikely event that the frame you receive is damaged, defective, or does not fit, please contact us. You can contact us by emailing and provide photos of the issue.

Returns not packaged in the same manner as the original packaging, will not be eligible for a return.  Please carefully package your items in the same manner as it was originally received. Below is a photo of a typical packaging method.


Why would we charge a restocking? 

Due to the large size of our frames, there are considerable costs we incur for every return. Every frame must be carefully inspected for damages, fully repacked in new packaging and most 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 forced to introduce "restocking fees" to partially offset our losses. 

Special Orders

Special order items such as VersaBoxes are not available for return.


To initiate a return or exchange CLICK HERE