Canvas Floating Frame Returns & Refunds
Our canvas floating frame returns policy explains what happens if you need to cancel an order, report a damaged or faulty item, or request a refund. Every canvas floating frame is individually manufactured to the measurements and specifications entered when you place your order.
Because these products are made especially for you, the usual change-of-mind cancellation right that applies to many online purchases does not normally apply.
Faulty, damaged or misdescribed goods remain fully protected by your statutory rights.
Canvas Floating Frame Returns for Made-to-Measure Orders
Canvas floating frame returns are different from returns for standard stock products because your floating frame is made using the width, height, depth, finish and quantity selected when ordering. It is not a standard stock item that can readily be sold to another customer.
Goods made to a consumer’s specifications or clearly personalised are excluded from the ordinary 14-day cancellation right under the Consumer Contracts Regulations 2013.
We therefore cannot normally accept a return simply because you have changed your mind, selected the wrong finish or entered measurements that do not suit your canvas.
Please Contact Us as Soon as Possible
The sooner you contact us, the more likely it is that we can stop the order before materials are cut and manufacture begins.
Before Manufacture Begins
If no work has started, we will normally be able to cancel the order and issue a full refund.
Please telephone or email us immediately and include your order number.
After Manufacture Has Begun
Once materials have been cut or work has started, cancellation may no longer be possible because the product is being made specifically for you.
If we agree to a cancellation after work has begun, any deduction will be fair and reflect costs or losses reasonably incurred rather than operate as a penalty.
Please Check Every Dimension Before Ordering
Frames are manufactured using the measurements entered during the ordering process. If the frame has been made correctly against those details, we cannot treat an incorrect customer measurement as a manufacturing fault.
- Measure the outside width of the stretched canvas
- Measure the outside height of the stretched canvas
- Check the depth of the stretcher bars
- Confirm the selected frame finish and quantity
Please use our Measuring Guide or contact us before ordering if anything is unclear.
View the Measuring GuideCanvas Floating Frame Returns for Damaged or Faulty Items
For canvas floating frame returns involving damage, faults or an incorrect item, please contact us as soon as possible. Every frame is inspected before leaving our Bedford workshop, and we will review the problem promptly.
For transit damage, notifying us within 48 hours helps us investigate quickly with the courier and preserve any carrier claim.
- Your order number
- A clear description of the problem
- Photographs showing the complete frame and the issue
- Photographs of the inner and outer packaging
- A photograph of the courier label, where relevant
- Confirmation that the packaging has been retained
A Fair Remedy Based on the Circumstances
After reviewing the information supplied, we will explain the next step clearly and provide the remedy required by law.
Assessment
Our experienced team reviews the order details, photographs and reported issue.
Repair
A repair may be offered where it is suitable, proportionate and can be completed without significant inconvenience.
Replacement
We may remake or replace the frame where this is the appropriate solution.
Refund or Price Reduction
A refund or price reduction will be provided where applicable under your statutory rights.
Bespoke Goods Must Still Meet the Required Standard
Nothing in this policy excludes, restricts or replaces rights and remedies that cannot lawfully be excluded. Goods must still be of satisfactory quality, fit for their normal purpose and as described. Custom-made status affects the ordinary change-of-mind cancellation right; it does not excuse faulty or incorrectly supplied goods.
Please Contact Us Before Ordering
If you are unsure about measurements, frame finishes, canvas depths or any part of this policy, our experienced team will be happy to help you choose correctly before your order enters production.
Visit Our Contact PageDesign Your Made-to-Measure Floating Frame
Choose your finish, enter your canvas measurements and order a bespoke real wood floating frame handcrafted in Bedford.
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