1. In short
Every portrait is made to order for your family, so we do not offer refunds for a change of mind once production has begun. If your frame arrives with a printing or framing defect, is damaged before turnover, or is the wrong item, we will make it right at no cost to you.
This policy follows the order terms you agree to before you pay, which are set out in full in our Terms of Service.
2. Made to order
Each portrait is rendered and framed specifically for you. Once your order is confirmed and production has begun, it can no longer be cancelled or refunded, including for a change of mind.
The final rendering of your portrait follows our signature colored-pencil style. You may request up to three (3) free changes through your account before you select your final version. Dissatisfaction with the style or the outcome does not qualify for a refund.
3. What is not refunded
- a change of mind after production has begun;
- dissatisfaction with the art style or the outcome, including differences and variations in features, clothing or colours that form part of the style;
- slight differences between printed colours and how they look on your screen;
- failed deliveries due to incorrect or unreachable contact or delivery details;
- frames left unclaimed and disposed of after 45 days (see section 6); and
- damage, loss or delay after your packed frame is turned over to J&T Express (see section 5), which we will help you claim from the courier.
4. What we fix
We will reprint, reframe or replace your order at no cost to you, including delivery, when:
- there is a printing or framing defect on our part, such as a smudged or misaligned print, or a frame or glass that is broken, cracked or poorly assembled;
- your frame was damaged before turnover, meaning before it was handed to you or your representative in Metro Manila, or to J&T Express for deliveries outside Metro Manila; or
- you received the wrong item, such as the wrong size, a version of your portrait other than the final version you selected, or another customer's order.
How to report a problem
Please contact us within seven (7) days of receiving your frame by email at info@tahananframes.com or through Messenger. Include your order number, a short description of the problem, and clear photos of the frame, the packaging and the shipping label. Please keep the frame and its packaging until we have resolved your concern. We reply within one to two (1–2) business days, and once we confirm the problem, we arrange your reprint, replacement or correct item.
5. Deliveries outside Metro Manila
Before we turn your frame over to J&T Express, we send you photos showing it fully packed and intact, together with your tracking number. Your package is booked under your name as the receiver. Once it is in J&T's hands, any damage, loss or delay in transit is the responsibility of the courier.
If your package arrives damaged, please take photos before and while opening it, report it to us within seven (7) days, and keep all packaging. We will provide our packing photos and booking details and assist you in filing your claim with J&T Express.
6. Unclaimed frames
For Metro Manila deliveries, we contact you before delivery. After three (3) unsuccessful attempts to reach you, your frame is held for pickup at Lit Studios – Manila Branch. As our storage space is limited, frames not claimed within 45 days from the date of purchase are disposed of without refund. Your digital copy remains available in your account for six (6) months.
7. Your digital copy
Your digital copy can be downloaded from your account for six (6) months. If you have trouble downloading it, contact us and we will help you get it.
8. Your rights under the law
Nothing in this policy limits your rights under Philippine law.
9. Contact us
- Brand
- Tahanan Frames by Lit Studios
- Registered trade name
- LIT.STUDIOS PHOTOGRAPHY AND VIDEOGRAPHY SERVICES
- Business address
- G/F JRSL Building, 584 Dalupan St., Manila, Metro Manila 1008, Philippines
- Mobile
- 0976 198 5458