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Return Policy

We aim to Satisfy! 

Samsung Frame Box

To initiate a return or exchange CLICK HERE

Frame Returns

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 upon return if you are not satisfied. Returns may be subject to a 15% restocking fee for items ordered in error or not returned in new condition. Returns not packaged in the same manner as the original packaging, will NOT be eligible for a return.  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.

All items MUST be returned to be eligible for refund. Items not returned, will NOT be eligible for refund. 

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, applicable round trip shipping costs will be the customer's responsibility. 

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. 

Television Returns

Returns of any televisions will always incur a 20% restocking fee. This restocking fee is applicable once the order has been shipped. Unfortunately, we cannot avoid this fee as it is charged directly to us by Samsung with no exceptions. Also Samsung does not accept returns at all on 32" TVs through their resellers, therefore we cannot accept returns on 32" TVs. 

 

To initiate a return or exchange CLICK HERE