The Canvas Art Factory is committed to supplying high quality canvas art and photo reproductions and will do everything in it’s power to ensure their customers are happy with their purchase.
If a customer’s order arrives damaged or the workmanship is faulty we ask that you provide a photograph of the damaged goods and e-mail this to us for assessment. If the damage has occurred in transit or we deem the fault to be a manufacturing error your order will be reproduced. We will also ask that the damaged/faulty order is returned to the factory, with additional tape covering the damaged area of the parcel, therefore it is imperative that the customer keeps the original packaging.
If a customer receives a delivery from a delivery driver and is asked to sign for receipt of delivery, but the customer can see that the packaging has been damaged (which may mean the product has also been damanged), then the customer should not sign their acceptance of the goods in such damaged packaging.
If a customer makes a purchase of their own image onto canvas and subsequently wishes to cancel it prior to manufacturing because they have changed their mind a credit shall be applied to their account to be used at a future time. If the customer’s own image on canvas has commenced in our production process or has been sent and/or received by the customer but they change their mind and wish to cancel the order neither a refund or credit will be possible.
If the customer has purchased one of The Canvas Art Factory’s images but changes their mind on their order once it is in our production process or has been sent or received, The Canvas Art Factory will provide a credit for the cancelled order and the customer is responsible for the return postage (if applicable) but a credit will only be applied if the product has not been removed from its packaging and is in perfect condition so it may be re-sold. There will also be a $25 processing/restocking fee that will apply to their order which would be deducted from their credit amount. In this case the customer would be responsible for the cost of returning the item and the cost of sending a new order. To ensure the returned order arrives in perfect condition back to The Canvas Art Factory we shall only send a new order once the initial order arrives back to our premises.
If payment has been made online through PayPal or ANZ eGate any refund approved will be the amount paid less the charges incurred by us through PayPal or ANZ eGate which is approximately 3% for receipt and 3% for refund of any funds.
The payment options we provide will take you through PayPal and ANZ eGate, considered amongst the most secure “payment gateways” available to online customers. Through PayPal you can choose to pay for your items on your credit card, either Mastercard or Visa or through your own PayPal account.
Alternatively, you can send us a cheque or money order or you can do a direct deposit through your own internet banking if you prefer. Our banking details will show in the checkout process.
If you have any doubt you can contact us.