A. For cowhide products

1. Return policy

Free returns within 33 days. Note that returns are only valid once and only apply to full-priced products, not to products included in promotional programs.

For returns:

• Product still has labels, unused.
• The product must be intact, not scratched, stained, or deformed by the user (for bags/wallets/shoes/sandals)
• The product has not been shortened or punched with additional holes (for belts/crossbody bag straps)
• The order value will be refunded to the buyer according to the original payment method or bank transfer, the order will be processed within 7 working days.
• Customers can go directly to FRANK stores for support to return the goods or send express delivery to FRANK's address (please pay any additional costs if any). Shipping costs will not be refunded.

For exchange:

• Product still has labels, unused.
• Products must be intact, not scratched, lost shape, or cut short.
• The product can be exchanged for another product of the same price. In case the other product is more expensive, please pay the difference. In case the other product is less expensive, the difference will be refunded to the original payment method or bank transfer, the order will be processed within 7 working days.
• Customers can go directly to FRANK stores to get support for exchanging goods or send express delivery to FRANK's address (please pay any additional costs if any). Shipping costs will not be refunded.

2. Warranty policy

Warranty period: 12 months from date of purchase

The product will be warranted free of charge if it is still within the warranty period according to the information on FRANK's system.

Free warranty for technical errors caused by the manufacturer

Warranty acceptance cases

Technical error​​​	Treatment options
Peeling off glue/seam/edge paint	Repaint the edges and re-stitch the stitches.
Peeling, cracking skin	Replace
Metal accessories such as buttons, magnets, zippers... are damaged.	Replacement accessories

Cases of warranty denial

Errors due to improper storage, user error or out of warranty period:

Product status	Reason for rejection
The product is torn or scratched due to external impact or trying to cram too many items in.	Error in use
The product is deformed due to contact with hard, sharp objects or the product is bitten by animals, damaged due to water immersion or sun exposure.	Error in use
Color changes or distortions due to improper care or use of the wrong skin care products	Error in use
Leather surface is stained with old stains, ballpoint pen ink, etc.	Error in use
For products that are too damaged, products that are too old such as aging leather and no longer have the adhesion of glue and thread.	Unrecoverable error
Accessories damaged or scratched during use (lock head, ...) or due to the environment	Error in use

NOTE: If products are not under warranty and can be repaired, you will be required to pay the repair fee and shipping fee (if any).

B. For artificial leather products

1. Return policy

Free exchange within 33 days. Please note that exchange is only valid 01 time only and only applies to full-priced products, Not applicable to products included in the promotion program.

For exchange:

• Product still has labels, unused.
• Products must be intact, not scratched, lost shape, or cut short.
• The product can be exchanged for another product of the same price. In case the other product is more expensive, please pay the difference. In case the other product is less expensive, the difference will be refunded to the original payment method or bank transfer, the order will be processed within 7 working days.
• Customers can go directly to FRANK stores to get support for exchanging goods or send express delivery to FRANK's address (please pay any additional costs if any). Shipping costs will not be refunded.

2. Warranty policy

Warranty period: 06 months from date of purchase

The product will be warranted free of charge if it is still within the warranty period according to the information on FRANK's system.

Free warranty for technical errors caused by the manufacturer

Warranty acceptance cases

Technical error​​​	Treatment options
Peeling off glue/stitch/edge paint	Repaint the edges and re-stitch the stitches.
Peeling, cracking skin	Replace
Metal accessories such as buttons, magnets, zippers... are damaged.	Replacement accessories

Cases of warranty denial

Errors due to improper storage, user error or out of warranty period:

Product status	Reason for rejection
The product is torn or scratched due to external impact or trying to cram too many items in.	Error in use
The product is deformed due to contact with hard, sharp objects or the product is bitten by animals, damaged due to water immersion or sun exposure.	Error in use
Color changes or distortions due to improper care or use of the wrong skin care products	Error in use
Leather surface is stained with old stains, ballpoint pen ink, etc.	Error in use
For products that are too damaged, products that are too old such as aging leather and no longer have the adhesion of glue and thread.	Unrecoverable error
Accessories damaged or scratched during use (lock head, ...) or due to the environment	Error in use

NOTE: If products are not under warranty and can be repaired, you will be required to pay the repair fee and shipping fee (if any).

C. Instructions for use

FRANK products are finished with genuine cowhide or artificial leather and shaped with specialized layers of material to create the product's form, so some notes are needed:

• When maintaining, you can use leather polish (it is recommended to use colorless polish to best protect and preserve the leather's color).
• Avoid stuffing, pressing, or throwing the product around as it will easily lose its shape.
• Avoid using sharp objects or sharp metals to contact or rub against the skin surface.
• Avoid using chemicals or cleaning products (wet wipes, gasoline, alcohol, etc.) on the skin.
• Avoid direct sunlight, when not in use, add a desiccant packet inside and store in the included dust bag.
• In case the leather gets dirty, just use a clean soft cloth and clean water to gently wipe or contact FRANK for support

D. Warranty address

• Customers please send the product to FRANK warranty address for warranty after 13:00 every day for the best support.
• If the customer sends the goods via a shipping unit: Please include personal information including Name, Phone Number, Receiving Address and other necessary notes (can be attached inside the product) so that FRANK can return the product after completing the warranty and maintenance.

Warranty address: 112 Xa Dan, Phuong Lien Ward, Dong Da District, Hanoi City. Hotline: 0792 102 777.

• Warranty period: 7 - 10 days depending on the issue requiring warranty.