Refund policy
Please note: The EU Withdrawal Policy can be found at the bottom of this page, beneath the general policy.
Returns
Please be sure to check product in your package upon arrival of shipment. If there are any issues, please contact us IMMEDIATELY with any issues or damages as claims to UPS need to be made within the first week of arrival.
Our policy lasts 20 days. If 20 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@framar.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@framar.com and send your item to: 7873 Blackburn Pkwy, Niagara Falls, ON L2H 0A6 Canada.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: 7873 Blackburn Pkwy, Niagara Falls, ON L2H 0A6 Canada
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
EU RIGHT OF WITHDRAWAL AND RETURNS POLICY
Last Updated: June 2026
This Policy applies exclusively to consumers located in the European Union who purchase products through Framar’s online store.
Framar International is a Canadian company. We comply with the consumer rights provided under Directive 2011/83/EU on Consumer Rights, as amended, including the right of withdrawal from distance contracts.
All transactions on this website are conducted in English, and this Policy is provided in English as the language of the contract.
1. YOUR LEGAL RIGHT OF WITHDRAWAL
If you are an EU consumer, you have the right to withdraw from your purchase within fourteen (14) days without giving any reason
The withdrawal period expires fourteen (14) days after:
(a) the day on which you, or a third party designated by you (other than the carrier), acquires physical possession of the goods; or
(b) where multiple goods are ordered in one order and delivered separately, the day on which you, or a third party designated by you, acquires physical possession of the final item.
2. HOW TO EXERCISE YOUR RIGHT OF WITHDRAWAL
To exercise your right of withdrawal, you must notify Framar before the withdrawal period expires by any clear statement indicating your decision to withdraw from the contract. Framar provides a clearly visible and permanently accessible electronic withdrawal button (“Cancel Items” or "Return Items") on our website, in accordance with Article 11a of Directive 2011/83/EU as amended. This button allows you to submit your withdrawal in two steps and receive an immediate confirmation on a durable medium.
You may do so by:
• Using the withdrawal or cancellation functionality available on our website;
• Using the self-service return portal available through your customer account;
• Sending an email to info@framar.com;
• Submitting the Model Withdrawal Form set out at the end of this Policy
To help us process your request, please provide:
• Your full name;
• Order number;
• Contact information (email, phone number);
• The product(s) you wish to return.
• Total Price paid.
Framar will promptly acknowledge receipt of your withdrawal notice by email or other legal medium.
3. RETURN OF GOODS
Following your withdrawal notice, you must send the goods back to Framar without undue delay and in any event no later than fourteen (14) days after notifying us of your decision to withdraw. The deadline is met if you dispatch the goods before the fourteen-day period expires.
Return Address:
Framar International 7873 Blackburn Parkway Niagara Falls, Ontario L2H 0A6 Canada
4. RETURN SHIPPING COSTS
You are responsible for the direct cost of returning the goods to Framar. Framar does not provide prepaid return labels for returns made under the EU right of withdrawal. The consumer bears the risk of loss or damage during return transit until the goods are received by Framar.
5. CONDITION OF RETURNED GOODS
You may inspect and handle the goods to the extent necessary to establish their nature, characteristics, and functioning, in the same manner as you would be permitted to do in a physical retail store. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary for such inspection.
To facilitate processing, goods should be returned, where reasonably possible:
• In their original packaging;
• Together with all supplied accessories and components;
• In a clean condition suitable for inspection.
However, Framar reserves the right to make a reasonable deduction from the refund to reflect any diminished value caused by:
• Excessive handling or use;
• Missing parts, accessories, inserts, or components;
• Damage occurring while the goods are in your possession;
• Contamination, staining, residue, or other conditions reducing resale value.
6. REFUNDS
Upon a valid withdrawal, Framar will reimburse all payments received from you including standard delivery charges paid by you at the time of purchase. If you selected a delivery method more expensive than Framar's least expensive standard delivery option, the additional delivery cost will not be reimbursed.
Framar will make the reimbursement without undue delay and no later than fourteen (14) days after being informed of your decision to withdraw, subject to Framar's right to withhold reimbursement until the returned goods are received or you provide evidence of having sent them back, whichever occurs first.
Any deduction for diminished value will be limited to the actual reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
7. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The right of withdrawal does not apply where permitted by applicable law, including:
• Goods made to the consumer’s specifications or clearly personalized;
• Sealed goods which are not suitable for return due to health protection or hygiene reasons once unsealed after delivery;
• Goods which, after delivery, are inseparably mixed with other items;
• Any other products or services excluded from the right of withdrawal under applicable EU consumer protection legislation.
8. CUSTOMER RESPONSIBILITIES
When exercising the right of withdrawal, you are responsible for:
• Providing a clear withdrawal notice within the applicable withdrawal period;
• Returning the goods within fourteen (14) days after notifying Framar;
• Paying the direct cost of return shipping unless otherwise stated;
• Taking reasonable care of the goods while they are in your possession.
9. COMMERCIAL RETURNS POLICY
This Policy governs your statutory withdrawal rights under EU consumer protection law.
Any additional return rights, satisfaction guarantees, promotional return periods, or goodwill returns offered by Framar are separate commercial benefits and may be subject to different terms and conditions.
Nothing in this Policy limits or excludes any mandatory consumer rights available under applicable law.
10. CONTACT INFORMATION
Framar International INC.
Email: info@framar.com
Address: 7873 Blackburn Parkway Niagara Falls, Ontario L2H 0A6 Canada
Submission of a request through Framar's return portal is optional and does not limit the consumer's right to exercise withdrawal through any clear statement communicated to Framar.
11. EU MODEL WITHDRAWAL FORM
To: Framar International 7873 Blackburn Parkway Niagara Falls, Ontario L2H 0A6 Canada
Email: info@framar.com
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 of consumer (s):
email address of consumer(s):
Signature of consumer(s) (only if this form is submitted on paper):
This Date: