Returning Made to Measure Items

All of the mounts and frames on our web site fall into the category of custom made products, even the items that are listed as 'standard size' because we make them all to order. We are not legally obliged to return custom made products.

Mounts - we accept returns for standard size mounts. The mounts must be returned to us in pristine, unused, new condition. If we receive your returned order in poor condition, damaged or used, then we will not issue a refund. If a return is accepted then we will refund the price of the product. The cost of the postage, outward and return postage, must be paid for by the customer.

All items must be returned to us in perfect condition, we strongly recommend using an insured delivery service.

Frames - we do not accept returns for frames. All of our frames are made to order. The sizes are all clearly advertised on the product pages. Please check the sizes will work for your purposes before you order. If you are in any doubt about which moulding to choose then please order a sample piece before ordering a frame.

Where a product has been supplied incorrectly, please send a photo that clearly shows the fault and we will replace it without hesitation.

It is your responsibility to read the details and look at the diagrams on the product pages, where you will find the exact sizes that we make our mounts/frames, and to ensure that the product you are ordering will fit your artwork and/or your mount/frame.

We take great pride in the quality of our products, however we can not accept returns if you are unhappy with the materials used. You must contact us prior to ordering if you want to check any of the materials we use for our frames.

Whilst the photos of our frames are highly accurate, some frames may appear different on your computer monitor, or the angle of the photo may not show the full frame. We highly recommend ordering a sample of the frame before purchasing a full frame to ensure the frame is perfect for your requirements. We are not able to accept returns of made to measure frames where you are not happy with the chosen frame moulding.

It is highly unlikely that your order will be sent out incorrectly, however in this unlikely event, please contact us by email within 7 days of receiving your order. If we confirm that the order has been manufactured incorrectly a replacement will be sent out.

Returning Ready Made Items
Ready made items such as hanging kits and tape can be returned or exchanged.

If you want to return an item, you may do so. Please contact us by email within 7 days of delivery. If you contact us later than 7 days of delivery then whether we accept the return or not will decided on a case by case basis.
We can only accept returns in their original packaging.
All items must be returned to us in perfect condition, we strongly recommend using an insured delivery service.
All items must be returned to us at your own expense.
Once we have received your return and verified the condition of the items, we will issue a refund to the same credit or debit card you paid with for the value of the products minus any delivery charges within 30 days.
If you have paid via PayPal we will refund back to your PayPal account within 30 days.

Damaged / Defective Goods
For insurance purposes you must notify us of damaged goods within 24 hours of receiving the goods.

In the event your order has been damaged in transit, or is defective in any way, please notify us by email within 24 hours of receiving the goods.
To avoid delays in sending items back to us you will be required to email us photos of the damage or defects.
Upon visual confirmation of damage or defects, we will send our replacement items as soon as possible.
Where a made to measure product has been damaged in transit, we are not able to provide refunds for any reason whatsoever. A replacement item will be sent out or we may collect and repair the damaged product.

Unauthorised Returns
All returns must have a returns authorisation number.

If you would like to return an item to us you must have a returns authorisation number issued by us.
Any goods returned to us without this number will be held for up to 3 months from the date of receipt.
You may request for us to re-deliver unauthorised returns back to you for a charge. Contact us for costings.
You may collect your items from us free of charge.