Returns Policy

From time to time it may be necessary to return goods and at The Canvas Art Factory will do everything in our power to facilitate this as part of our 100% Satisfaction Guarantee.

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 made aware within 4 business hours (PH: 07 3891 5509). 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 mind you may return the artwork within 7 days of receipt and we will exchange the artwork for your preferred piece to the same value or higher. Please ensure that you do not remove the artwork from it’s plastic packaging and keep the box it came in as this will be needed for you to return the item to us. Any returns are at the expense of the customer. Advise us of your request by emailing orders@canvasartfactory.com. Once we have received your artwork back at our factory we shall contact you for your replacement order. To be eligible for a replacement the artwork must arrive back to us in perfect condition and in it’s original packaging. If the cost of the new chosen artwork is more than the original the difference is chargeable and a redelivery charge will apply which will be calculated based on the size of your artwork and your location.

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. 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.

We do not offer a change of mind replacement option if you placed a “Photo to Art” order.

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 with damage to the packaging, please advise us within 24 hours. We cannot accept any claims for damaged goods if you do not notify 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.

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. Please contact us within 7 days of receipt of your print at orders@canvasartfactory.com and our team will be happy to assist.

WARRANTY CLAIM

Our artwork comes with a 12 month warranty therefore if any fault is found within this time please contact us immediately on orders@canvasartfactory.com. Please provide clear photographic evidence showing the fault. Should we accept the fault is ours we shall replace it without charge.  Please contact us within 7 days of receipt of your print.