If for any reason you are unhappy with your goods, you can cancel your order and then return them to us within 14 days for a refund (*excludes our postage & packaging costs) and the 14 days commences the day after receipt of the goods. This is your statutory 'cooling off period'. A refund* for your item will then be issued. To cancel your order you can e-mail us, or write to us within 14 days of delivery of your items, quoting your order number, and product name. You must take reasonable care of the items and must not use them. The item must be in its original condition, unopened (with any seals and shrink-wrap intact) and undamaged. Goods which cannot be resold as new will be rejected for refund. After 14 days we reserve the right to refuse unwanted goods, or at our discretion, take the goods back and charge you a re-stocking fee. (We only accept the return of opened items if they are faulty.)
Damaged or Defective Goods
On receipt of your goods please check them over carefully as any damaged or defective goods must be reported to us within 2 days of receipt. In the case of a damaged or defective product, please provide a full description of the problem. You will then need to return the goods to us, so that we can send out replacement or refund your payment.
Returning your item
Please contact us for the appropriate returns delivery address and procedure. You are responsible for returning the goods to us. You must take reasonable care of the goods. We usually ask that items are wrapped securely & safely for transit, in the original packaging or that the original packaging be included. We advise that all returned items are sent by recorded & insured post, as we are not responsible for un-received goods, nor are we responsible for claiming damages from a courier if goods are damaged in transit on their way back to us. You should always contact us if you are unsure of the returns process. Returns must be accompanied by a copy of the invoice (if appropriate) so we can process it. We will notify you via email when we have processed your return & refund and this can take up to 3 weeks.
Where Bespoke Framed Orders have been supplied correctly, we are unable to offer refunds or exchange.
Delivery Charges & Other Services
If you are returning an item because of an error on our part or because it is damaged or defective, we will both refund the delivery charges incurred in sending the item to you originally and your costs in sending them back (you will need to provide proof of costs). Where you are returning your item for a refund within the 14 working days cooling-off period, we will not refund any postage charges for the delivery of that item. You will be responsible for those charges and the costs of any other services provided to you.
Special or Exceptional Goods
Some items are automatically excluded from our standard returns policy (unless they are damaged or defective) because, for example, they may have been especially purchased by ourselves in order to fulfil your order.
All framed items are considered special goods as these have been custom made and fitted to your artwork