Refund policy

 REFUND & RETURNS POLICY
  Last updated: March 2025

  STANDARD RETURNS WINDOW

  We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

  For customers in the European Union and United Kingdom, please also see "UK & EU Right to Cancel / Cooling-Off Period"
   below.

  CONDITIONS FOR RETURN

  To be eligible for a return:

  - Your item must be in the same condition that you received it.
  - Unworn / unused.
  - With all original packaging and inserts.
  - You'll need the receipt or proof of purchase.

  Custom / personalised items:
  Frames that are custom-made, personalised, event-branded to your race, or otherwise produced to your specification are
   generally non-refundable and non-returnable to the fullest extent permitted by law, unless the item is faulty,
  damaged in transit, misprinted, or not as described. This includes customised layouts, engraved name/time/finish
  details, and bib/map cut-outs specific to your race.

  Frames that are general "off the shelf" (for example, non-personalised generic designs we regularly stock) are
  eligible for change-of-mind return, provided they meet the condition requirements above.

  We reserve the right to request photographs of the product and packaging before approving a return.

  HOW TO START A RETURN

  To start a return, contact us at admin@marathondisplayframes.store.

  If your return is accepted:
  - We'll send you instructions on where to send your item.
  - In some regions we may issue a prepaid return label. Where a prepaid label is not available, you will be responsible
   for return shipping costs.

  Please do not send any item back before receiving return instructions. Items sent back without first requesting a
  return will not be accepted.

  DAMAGES, DEFECTS & ISSUES

  Please inspect your order as soon as it arrives.

  If your item is defective, damaged, or if you've received the wrong item, email us immediately at
  admin@marathondisplayframes.store and include clear photos of:
  - The product
  - The packaging (including any visible courier damage)
  - The shipping label

  Region-specific replacement commitments:

  - Australia & Rest of World: We will repair, replace, or credit at our cost where the item arrives damaged, is
  defective, or incorrect.
  - UK & EU: We will repair, replace, or credit any damaged or defective units at our cost. In most cases this includes
  arranging redelivery within the UK/EU at no additional charge to you.
  - USA: We will promptly replace or credit any units found damaged or defective at our cost, including the cost of
  shipping the replacement to you.

  For delivery timeframes, missed delivery procedures, and redelivery fees, please see our Shipping Policy.

  EXCEPTIONS / NON-RETURNABLE ITEMS

  We do not accept returns of:
  - Custom / personalised frames, unless faulty (see above).
  - Gift cards.
  - Items marked as final sale / clearance at time of purchase (unless damaged or faulty).

  Please contact us at admin@marathondisplayframes.store if you are unsure whether your item is considered "custom" or
  "off the shelf."

  EXCHANGES

  The fastest way to receive a different product is:
  1. Request a return for the original item (if eligible).
  2. Place a new order for the item you'd like instead once your return is accepted.

  UK & EU RIGHT TO CANCEL / COOLING-OFF PERIOD

  If your order is being delivered into the UK or the European Union:

  - You have the right to cancel or return your order within 14 days of receiving it, for any reason, without providing
  a justification.
  - To exercise this right, you must notify us within 14 days of delivery.
  - After notifying us, you must return the item to us in its original, resellable condition (unused, with all
  packaging). You are responsible for returning the goods to us unless the item is faulty, incorrect, or damaged on
  arrival.
  - This cooling-off right does not apply to goods made to your specification or clearly personalised.

  REFUNDS

  Once we receive and inspect your returned item:
  - We'll let you know if the refund is approved.
  - If approved, you'll be automatically refunded on your original payment method.
  - Refunds are typically processed within 5–10 business days, though your bank or payment provider may take additional
  time.

  We reserve the right to deduct any unrecoverable courier costs in situations where delivery was attempted, you were
  notified, and the parcel was returned to us due to non-collection. For details on redelivery fees, see our Shipping
  Policy.

  LIFETIME QUALITY GUARANTEE

  We stand behind the workmanship of our frames.

  If you experience a manufacturing defect in materials or build quality at any point during the life of the product
  (for example: structural failure of the frame, major warping of acrylic not caused by misuse, severe separation of
  joins under normal indoor display conditions), contact us at admin@marathondisplayframes.store with photos.

  We review these on a case-by-case basis. Where the claim is accepted, we may:
  - Send a full replacement
  - Send a partial replacement component (for example, a new acrylic front)
  - Offer store credit / partial refund

  Normal ageing of natural timber (including colour changes, grain variation, small knots) and reasonable wear-and-tear
  from handling, display, mounting, or accidental damage are not considered manufacturing defects.

  This Guarantee applies only to the original purchaser and is non-transferable. It does not limit any non-excludable
  rights you may have under local consumer law.

  CONTACT

  Questions about returns or refunds:
  admin@marathondisplayframes.store