We aim to Satisfy! 

If the frame you receive is defective or does not fit, simply contact us for a replacement and we'll resend a new frame with a return label for the original one. If you would like to cancel your order for whatever reason, just notify us that you would like to return the frame for an RMA number then send the frame back to us.

In the unlikely event an item is damaged in transit, please make a note of this with the carrier at the time you sign for the package if there are any signs of potential damage then notify us immediately so that we can contact the shipping carrier to initiate a damage claim. Damages must be reported to us within 72 hours of delivery. 

Refunds will be issued back to the original card used for the purchase.

We stand behind our products and will gladly issue a full refund if you are not satisfied with the frame, but in some cases returns may be subject to a 10% restocking fee to cover our costs associated  To minimize or avoid restocking fees, please carefully package your items in exactly the same manner as it was originally received.Below is a photo of a typical packaging method.

Examples of when a restocking fee would apply: 

• Ordering Errors of ordering a frame for a TV other than Samsung The Frame. At this time, Deco TV Frames are ONLY compatible with Samsung The Frame televisions.  
• Ordering multiple frames to decide which frame color is desired and returning the unwanted frame. 
• Not allowing enough space on the wall per the published overall dimensions of the frame. 

While we do not charge for exchanges to a different style or size, there would be applicable round trip shipping adding to your order.

We strongly encourage you order samples first to avoid unnecessary return shipping of full frames. We do not accept samples as returns, but we do encourage passing them along to a friend. We will give up to a maximum $25 credit toward your frame order upon request. Just contact us when you're ready to purchase your frame. 

To initiate a return, call us at 978-917-8672 on weekdays from 9:30am - 5:30pm EST.