Refund policy
Return and Refund Policy
Effective date: June 23, 2026
Company: FranJohnsonHouse Ltd. (“we,” “us,” “our”)
Contact: office@franjohnsonhouse.com
Address: 34 Cap. Dimitar Spisarevski, 1592 Sofia, Bulgaria
1) Quick Summary
Most FranJohnsonHouse products are personalized, custom-made, or made to order based on the details selected or submitted by the customer. These items are final sale for change of mind and cannot be returned, exchanged, cancelled, or refunded once production has started, unless the item arrives damaged, defective, incorrect, or there is an error made by us.
Please double-check all personalization details before placing your order, including names, spelling, dates, colors, sizes, layouts, and any other custom details. We produce each item based on the information submitted with the order.
Cancellations or changes are possible only within 2 hours of placing the order and only if production has not yet started.
If your item arrives damaged, defective, incorrect, or with an error made by us, please contact us as soon as possible with clear photos of the item and packaging. We will review the case and offer a suitable solution, such as a repair, replacement, remake, or refund where required.
Gift cards and digital/downloadable content are non-returnable, unless required by law.
2) Custom, Personalized, and Made-to-Order Items
FranJohnsonHouse creates personalized and made-to-order products based on each customer’s selected options, names, text, dates, colors, sizes, designs, layouts, or other personalization details.
Because these products are made specifically for you, they cannot be resold or restocked. For this reason, personalized, custom-made, and made-to-order items are not eligible for return, exchange, cancellation, or refund for reasons such as:
- Change of mind
- Incorrect details submitted by the customer
- Spelling errors submitted by the customer
- Wrong size, color, or style selected by the customer
- Event cancellation or no longer needing the item
- Preference-based reasons after the item has been made
This does not affect your legal rights if the item is damaged, defective, incorrect, or not as described.
3) Cancellations and Changes
Because production begins quickly, you may request a cancellation or change only within 2 hours of placing the order and only if the order has not yet entered production.
To request a cancellation or change, email office@franjohnsonhouse.com immediately with your order number.
Once production has started, or once a proof has been approved where applicable, the order cannot be cancelled, changed, returned, or refunded, unless there is a fault, damage, or an error made by us.
4) Damaged, Defective, or Incorrect Items
If your item arrives damaged or defective, or if you received the wrong item or an error made by us, please contact us as soon as possible, preferably within 7 days of delivery.
Please email office@franjohnsonhouse.com and include:
- Your order number
- Clear photos of the item
- Clear photos of the packaging
- A short description of the issue
We will review the case and, where appropriate, offer a repair, replacement, remake, or refund. Approved remakes or replacements will be shipped at no additional cost to you.
Please keep the item and all packaging until the claim is resolved. We do not require the original item to be returned unless we specifically ask for it.
This section does not limit your statutory rights.
5) Returns for Eligible Non-Personalized Items
If an item is not personalized, custom-made, made to order, digital, or otherwise excluded by law, eligible customers may request a return within 14 days of receiving the item.
To be eligible for return, the item must be unused, undamaged, and returned in its original condition and packaging.
The buyer is responsible for return shipping costs unless the item is damaged, defective, incorrect, or there is an error made by us.
For eligible returns, we may wait to issue the refund until we receive the returned item or until the buyer provides proof that the item has been sent back.
6) Refunds and Processing
Where a refund is approved, it will be issued to the original payment method.
For eligible non-personalized returns, the refund will include the item price and the standard shipping cost paid at checkout, where required by law. Express shipping upgrades, priority processing fees, gift wrapping, and additional delivery services are not refundable unless required by law.
For damaged, defective, or incorrect items, refunds, replacements, or remakes will be handled after we review the evidence provided.
Refunds are usually processed within 5–10 business days after approval, but your bank, card issuer, or payment provider may take additional time to post the funds.
7) International Orders, Customs, Duties, and Taxes
Orders are manufactured and shipped from Bulgaria, European Union.
International buyers are responsible for any customs duties, import taxes, brokerage fees, or local charges that may apply in their country, unless these charges are already collected at checkout.
We cannot refund customs duties, import taxes, brokerage fees, or other charges paid to customs authorities, couriers, or third parties, unless required by law.
8) EU Consumers
EU consumers normally have a 14-day right of withdrawal for online purchases.
However, under EU consumer protection rules, including Directive 2011/83/EU, Article 16(c), the right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized.
Because most FranJohnsonHouse products are custom-made, personalized, or made to the customer’s specifications, they are excluded from the 14-day withdrawal right once production has started.
This does not affect your legal rights if an item is damaged, defective, incorrect, or not as described.
9) UK Consumers
UK consumers may normally have cancellation rights for online purchases.
However, under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation 28, cancellation rights do not apply to goods made to the consumer’s specifications or clearly personalized.
Because most FranJohnsonHouse products are custom-made, personalized, or made to the customer’s specifications, they are excluded from the standard cancellation right once production has started.
This does not affect your legal rights if an item is damaged, defective, incorrect, or not as described.
10) Model Withdrawal Form for Eligible Non-Personalized Items
This form may be used only for eligible non-personalized items where a right of withdrawal applies.
To:
FranJohnsonHouse Ltd.
34 Cap. Dimitar Spisarevski
1592 Sofia
Bulgaria
Email: office@franjohnsonhouse.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):
________________________________
Email of consumer(s):
________________________________
Signature of consumer(s) only if this form is notified on paper:
________________________________
Date:
________________________________
Please send this information to us by email or through the contact method available for your order.
11) Contact
Questions about returns, refunds, damaged items, or order issues?
Email: office@franjohnsonhouse.com
Postal address:
FranJohnsonHouse Ltd.
34 Cap. Dimitar Spisarevski
1592 Sofia
Bulgaria