Refund policy
Effective date: 07. 27. 2025
Company: FranJohnsonHouse Ltd. (“we,” “us,” “our”)
Contact: office@franjohnsonhouse.com
FranJohnsonHouse Ltd.
34 Cap. Dimitar Spisarevski
1592 Sofia
Bulgaria
1) Quick Summary
Return window: [30] days from delivery for eligible items.
Condition: Unused, in original packaging, with tags/accessories.
Refund method: Original payment method once we receive & inspect.
Fees: Original shipping is non-refundable. Return shipping is [customer’s responsibility/covered by us—choose one].
Exchanges: Allowed for size/color on eligible items.
Damaged/defective: We’ll repair, replace, or refund—contact us within 7 days of delivery with photos.
Final sale items: Marked “Final Sale,” gift cards, and downloadable content are not returnable.
Personalized/Custom: All personalized or custom-made items are FINAL SALE and cannot be returned, exchanged, or canceled once production begins.
2) Eligibility & Condition
To qualify for a return, your item must be:
Unused, unwashed, and in the same condition you received it.
In original packaging with all inserts, manuals, and accessories.
We reserve the right to refuse returns that show wear or damage, are missing components, or fall outside the return window.
3) Non-Returnable Items
Personalized or custom-made items (including engraved, monogrammed, made-to-order, or items produced to your specifications).
Gift cards, downloadable or digital products, perishable items, and items marked “Final Sale.”
Note on Personalized/Custom Orders: Proof approvals (where applicable) confirm your design details. Once approved or once production begins, the order cannot be canceled or modified, and it is ineligible for return.
4) How to Start a Return
Email office@franjohnsonhouse.com with your order number and reason for return (and photos for damaged/defective claims).
We’ll confirm eligibility and provide a Return Authorization (RA) and instructions.
Pack securely and ship using a trackable service to the address we provide.
Keep your tracking number. We are not responsible for items lost in transit.
5) Refunds & Processing
Once received and inspected, approved refunds are issued to your original payment method within [5–10] business days. Your bank or card issuer may take additional time.
Shipping costs are non-refundable. If you received a promotional shipping discount, we may deduct our actual outbound shipping cost from your refund (where permitted).
If your return is refused or not eligible, we can ship it back to you at your expense.
6) Exchanges
For eligible items, request an exchange for a different size/color. If the requested variant is unavailable, we’ll process a refund per Section 5.
7) Damaged, Defective, or Incorrect Items
Report within 7 days of delivery with clear photos of the item and packaging. We’ll arrange a repair, replacement, or refund. Keep all packaging until we resolve your claim.
8) International Returns (if applicable)
International customers are responsible for return shipping, duties, and taxes. Mark returns as “Return Merchandise” to avoid additional import fees; we cannot refund customs charges.
9) EU/UK Consumers (informational)
If you are in the EU/UK, you may have a 14-day withdrawal right for eligible non-personalized items purchased online. Personalized/custom-made goods are excluded from this right under local consumer law. Contact us for help exercising these rights where applicable.
17) Contact
Questions?
Email: office@franjohnsonhouse.com
Or write to:
FranJohnsonHouse Ltd.
34 Cap. Dimitar Spisarevski
1592 Sofia
Bulgaria