Important: Every Bacco Photography frame is custom-made by hand to your exact specifications. Because of the bespoke nature of our products, we cannot accept returns on undamaged custom orders. Please review your order details carefully before purchasing.
1. Custom-Made Products
All frames sold by Bacco Photography LLC are custom handmade hardwood products built to order in our Fairfield County, Connecticut workshop. Each frame is crafted individually based on your chosen specifications, including size, wood species, finish, and configuration.
Because these products are made specifically for you and cannot be resold as standard inventory, we are unable to accept returns or issue refunds for custom orders that arrive in undamaged condition and match the specifications you provided at the time of order.
By placing an order, you acknowledge and agree to this policy.
2. Damaged or Defective Items
We take great care in packaging and shipping every frame to ensure it arrives safely. However, if your frame arrives damaged or defective, we want to make it right.
A claim may be filed if your frame:
- Arrived with visible physical damage (cracked wood, broken joints, shattered glass, deep scratches or dents not present in your order confirmation).
- Has a manufacturing defect (warping, separation of joints, finish defects, or structural issues).
- Does not match the specifications you ordered (wrong size, wrong wood species, wrong finish).
7-Day Reporting Window: You must report any damage or defect within 7 calendar days of receiving your order. Claims submitted after this window may not be eligible for a remedy.
3. How to File a Claim
To report a damaged or defective frame, please follow these steps:
- Document the damage. Take clear photographs showing the damage or defect from multiple angles. If the shipping box was also damaged, photograph the exterior packaging as well. The more documentation you provide, the faster we can process your claim.
- Contact us within 7 days. Email us at jon@bframing.com or call (203) 667-1773. Include your order number, a description of the issue, and the photographs.
- Wait for our review. We will review your claim and respond within 2–3 business days. We may ask for additional photographs or information.
- Resolution. If your claim is approved, we will offer one of the following remedies at our discretion:
- Repair: If the damage can be repaired to its original quality, we will arrange for the frame to be returned to our workshop for repair at no cost to you.
- Replacement: If the frame cannot be repaired, we will build a replacement frame to the same specifications at no additional charge.
- Refund: In certain cases, we may issue a full or partial refund to your original payment method.
If a return is required as part of the resolution, we will provide a prepaid shipping label. Do not ship the frame back to us without first receiving authorization and a return label. Unauthorized returns may not be processed.
4. What Is Not Covered
The following situations are not eligible for return, replacement, or refund:
- Change of mind: You decided you no longer want the frame, prefer a different size, or want a different wood species or finish after the frame has been built.
- Natural wood characteristics: Variations in wood grain pattern, color, and texture are inherent to natural hardwood and are a feature of our handmade frames, not a defect.
- Minor imperfections consistent with handmade craft: Extremely subtle tool marks or slight variations that reflect the handmade nature of the product.
- Damage caused by the customer: Damage resulting from improper handling, hanging, storage, exposure to moisture or extreme temperatures, or modifications made after delivery.
- Late claims: Damage or defects reported more than 7 calendar days after delivery.
5. Shipping Damage
All shipments are insured. If your package arrives with visible damage to the exterior packaging:
- Photograph the damaged packaging before opening it.
- Carefully open the package and inspect the frame.
- Photograph any damage to the frame itself.
- Contact us within 7 days with all photographs and your order number.
We will file an insurance claim on your behalf and work to resolve the issue as quickly as possible, typically with a replacement frame built at no additional cost.
6. Order Cancellations
Because our frames are custom-built to order, cancellations are handled as follows:
- Before production begins: You may cancel your order for a full refund. Production typically begins within 1–2 business days of order confirmation, so please act quickly if you need to cancel.
- After production has begun: Orders cannot be cancelled once your frame has entered production. The build process for your custom frame takes 7–10 business days, and materials are cut and allocated specifically for your order.
To request a cancellation, contact us immediately at (203) 667-1773 or jon@bframing.com. We will confirm whether your order is still eligible for cancellation.
7. Refund Processing
When a refund is approved:
- Refunds are issued to the original payment method used at checkout (processed through Stripe).
- Refunds are typically processed within 5–10 business days of approval. Your bank or credit card company may take additional time to post the refund to your account.
- Shipping costs are refunded only in cases where the damage or defect was our responsibility.
- You will receive an email confirmation when your refund has been issued.
8. Exchanges
Due to the custom nature of our products, we do not offer direct exchanges. If your frame arrives damaged or defective, we will build a replacement to the same specifications. If you would like a different frame, you are welcome to place a new order.
9. Contact Us
If you have any questions about our Return & Refund Policy or need to file a claim, please reach out:
We stand behind the quality of every frame we build. If something isn't right, we want to hear about it and make it right.