All picture frames, mounts, digital prints and canvas reproductions are made to customer specification and are not eligible for a refund under the terms of UK law. The Consumer Contract Regulations(linked above) is very clear in that 'the supply of goods that are made to the consumerís specifications or are clearly personalised' are excluded from any right to cancel, exchange or refund. The reasons are quite simple, the goods have been made to your specification and cannot be resold.
On occassions we may be able to find amicable solution for items that have been ordered incorrectly, or do not meet your requirements for other reasons. However this policy is entirely at our discretion and would only apply to orders upto £200 in value. To be clear, this doesn't mean we will refund any order. It means we may be able to provide replacements to an updated specification at a reduced price as a gesture of goodwill.
If there is a problem with your order such as the size or colour, please contact us and we will see if there is anything we can do to resolve the situation. You will find we are more sympathetic to customer errors if they reported in pleasant and non confrontational manner.
Any item that does not fall into the "Personalised or Made to Order" category may be returned for a full refund excluding delivery costs. Any item must be returned with 14 days of receipt and at your expense and in the original packaging. We will not refund the postage cost for any correctly supplied item. Should only part of any order be returned we will amend the invoice total to the online price for the items retained and only refund the difference. If, by returning part of any order the order total falls below the free delivery threshold, delivery charges will become applicable and deducted from any refund.
The term 'Damage' may be taken to mean obvious scratches, dents or breakages that may occur during transit or due to misuse. Due to The Consumer Rights Act 2015, damage is treated differently to manufacturing defects and faults.
Once the goods have been accepted from the courier, the risk is passed to you. Any damage should be detailed on the delivery document before the courier leaves. However, we do understand that it is not always possible to check the goods whilst the courier waits. Therefore EasyFrame will accept responsibility for any damage that is reported within 48 hours of receipt and before the goods have been used. In the case of obvious damage, we will only supply a replacement to the original specification detailed on your order confirmation. We will not be able to provide a refund or a replacement to a different specification.
It is important to remember a picture frame can be delicate, and damage can be caused with relative ease. Please ensure you check any goods for damage before they are used. Unfortunately we will not accept responsibility for obvious damage that is reported after the item has been used as the damage may have been caused by misuse.
A picture frame is 'used' to display a picture. For a picture frame to be 'used', it would mean the acrylic glazing has been removed from the frame and the protective film peeled off. At this stage, we will not accept any claims for obvious damage which would have been evident before using the frame.
The only exception to damage being reported after the frame has been used would be if the acrylic was scratched. Any scratches on acrylic wouldn't be apparent until after the protective film had been removed, and therefore we will still accept claims for scratched acrylic providing it is reported within 48 hours of receipt.
We may require the damaged item returning and will arrange this at our cost. We will arrange for a courier to collect the item during normal working hours on a pre arranged week day. We are unable to provide a timed collection so the item would need to be available throughout the day. Any item being returned to us must be repackaged in a similar way as it was received and must be returned in the original packaging.
The Consumer Rights Act 2015 improves consumers rights for defective and faulty products. To meet the requirements of this legislation we have different policies for obvious damage(see above) and manufacturing defects as your rights differ. Examples of a manufacturing defect would be if we have supplied an item to different size than the one ordered, or if the corner of your picture frame was misaligned - basically anything that couldn't have been caused due to misuse.
If we have supplied a product that is either faulty or has a manufacturing defect you will have a right to a refund or a replacement as detailed in the Consumer Right Act. A reported fault or defect would only be accepted if, in our opinion, a reasonable person would consider the goods unsatisfactory taking into account the description and cost of the goods. Most of our products are manufactured from naturally sourced materials(wood), you should expect minor inconsistencies and minor marks.
To protect us from abuse of consumer rights, we would only supply a replacement item to the exact same specification. If you opt for a refund without giving us the opportunity to supply a replacement custom made item, we wouldn't accept any future orders of the same or similar specification.
Any manufacturing defect that would not have been apparent at the time of manufacture does not entitle you to a refund. An example of this would be if your acrylic glazing was scratched once the protective film has been removed. Providing the fault was reported to us within 48 hours of receipt, we would supply a replacement piece of acrylic but it would be unreasonable to expect a custom made product to be refunded as we wouldn't have been aware of the problem.
Any order for a custom picture frame, picture mount, digitally printed products or any other product that is being manufactured to a custom specification cannot be cancelled once production has begun. The manufacturing process may begin within one hour of the order being placed so we strongly recommend you fully review your order confirmation immediately. We are also unable to cancel any custom made order that is delayed in transit for any reason whatsoever.