I returned them my SSD which took maybe 4-5 email exchanges.
If you had faster experiences with other (bigger) companies, this is probably because they already calculate with returns with unknown reason.
But this they do by inflating the price. So they calculate that 10% will be returned and increase prices by 10%.
Then, if a defect occurs (or the customer is just unhappy) they dont really care and accept the item, because they wont loose money and they dont even need to go and ask the producer or insurance for the money back.
I believe Framework is not doing this, so every returned item is potentionally costing them money (especially if it wasnt broken in the first place but is due to user error).
I am not from Framework, just giving my 2cents how other companies operate.