Return Policy
The Canvas Art Factory is committed to supplying high quality canvas reproductions and we will do everything in our power to ensure their customers are happy with their purchases. There will always however be times when there may be a need for you to return an order or it could potentially get damaged in transit. Please read our returns policy below before placing your order.
Order Alterations
Please carefully verify the contents of your shopping cart are correct before checking out. If for some reason you need to alter your order, we need to be contacted within 4 business hours (PH: 07 3186 8588). All our orders are made on demand and we may not be able to fully accommodate your request without sufficient notice.
Change of Mind Claim
If you've had a change of heart for whatever reason, and your order is already in production or has been either shipped or delivered to you, you may be eligible for a credit or replacement if it is within 7 days of the date you received your artwork.
As all artwork orders are made to order, there is a 25% restocking fee for a change of mind return. Please note that any difference in price for your replacement or credit after the 25% restocking fee has been applied, the $14.95 shipping is payable prior to production for your new order. To receive a replacement or credit the print needs to be in an 'as new' condition and complete with all original packaging. You will be responsible for the cost of the return to us. If you wish to proceed with a return, and we will advise you on the next steps.
As you will remain responsible for the returned artwork until it reaches us, we recommend that you use a secure delivery method which requires a signature upon receipt and which ensures you for the cost of the items being returned.
If a product is returned to us that is not in 'as new' condition, we reserve the right to return the product to you at your expense.
Damaged in Transit Claim
Although our artwork is carefully packaged for shipping, occasionally accidents can happen.
If your parcel arrives with obvious damage to the packaging please DO NOT accept receipt of the parcel. Instead, ask the courier to return it and advise us immediately.
If your parcel is left unattended or you do accept the delivery and find the artwork is damaged once the carton is opened, please advise us within 24 hours. It’s essential that you include photos of the damage to the box and the artwork as attachments to your email.
Missing after Delivery
The Canvas Art Factory cannot take responsibility for a missing artwork if it has been delivered without being signed for and subsequently goes missing. Therefore, please make sure you provide us with a safe location to leave the artwork should you not be at home to accept it. If you do not feel there is a safe place to have the artwork left, please provide an alternative address where you know someone will be at home to receive it.
Faulty Claim
If you receive an artwork from us which has a workmanship fault, we will replace it without charge. So as to maintain our high quality standards we may request the artwork to be returned so please keep hold of the packaging. Don’t worry, we shall cover the cost of the return if we can clearly see the fault is ours.
Warranty Claim
Our artwork comes with a 12 month warranty, therefore if any fault is found within this time please contact us immediately and provide clear photographic evidence showing the fault. Should we accept the fault is ours we shall replace it without charge.
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