Returning an item
We are a very caring business and go to great lengths to ensure your items are delivered to you in perfect condition. Occasionally, mishaps can happen and we guarantee you that we will do our very best to resolve the situation amicably, and that you are totally satisfied with your purchase.
Our cancellation and refund policy is set in accordance with
Distance Selling Regulations 2000
and other key regulations.
1.1. Custom Made Products
The vast majority of goods for sale on this web site fall into this category including all picture frames that can be selected and priced from a photo of a section of moulding and where dimensions can be typed in for pricing purposes, mounts and prints. Note that any product referred to as being in a "standard size" does not mean it is ready-made or off-the-shelf. We are a custom frame manufacturer and all sizes are made to order.
Where bespoke goods have been supplied correctly, we are not able to offer any exchanges or refunds.
Where an order for a bespoke product has entered production and work has commenced, we will be unable to cancel the order.
1.2. Ready-made Products
A few of the products on our website are 'off-the-shelf' such as Swept/Decorative frames and Picture Frame Accessories.
You have a 7-day cooling off period from date of receipt of your order in which to decide if you wish to keep the goods. If you do decide to return the goods you must do so at your own expense and, preferably, in the original packaging. We will refund your credit card the value of the product(s) plus the delivery charges from us to you (if any) within 30 days.
1.3. Damaged or Faulty Goods
If your goods are damaged in-transit or faulty, please
asap. Please keep all the packaging material until you are satisfied with the goods, and we will arrange to have the item(s) returned at our expense. You will be given the option to have the product replaced at no charge to you on a convenient date.
1.4. Returns Authorisation
Any goods being returned must have a Returns Authorisation Number (RAN), gained by contacting us.
1.5. Unauthorised Returns
Any goods returned without a RAN (see above) will be held for 3 months from date of receipt. During that time you will have the option for us to return the goods to you at your expense, or arrange collection.