Returns Policy

If for any reason you are not 100% happy with your purchase please look over the following conditions and contact us at: store@arthouseco.com.au 

 

RETURNS POLICY & REFUNDS

PURCHASE POLICY

I understand that by ordering from ArtHouse Co and The Art and Framing Company, you agree to the following terms:

1. The purchaser is responsible for ensuring that all ArtHouse Co and The Art and Framing Company products are suitable for the intended location and wall where they will be installed. Detailed product information is available on the websites www.arthouseco.com.au and www.artandframingco.com.au. If you have any questions or queries, you can contact the customer care team before placing your order.

2. While every effort is made to ensure color accuracy in the printing and quality control process, ArtHouse Co and The Art and Framing Company cannot control the settings on the purchaser's screens, mobile phones, or other devices. Therefore, there may be slight variations in color between what is displayed on your device and the actual product.

3. If you are uncertain about the product you are ordering or need more detailed information, it is recommended that you contact Customer Care before placing your order.

These terms and conditions are in place to ensure that customers make informed decisions about their purchases and to address any concerns regarding product suitability and color accuracy.

Returns or exchanges are only accepted within 24 hours on receipt of delivery in accordance with the Returns Policy. 

If goods received arrive damaged you must get in contact with our team within 24 hours of receiving the items and provide reference photos to be eligible for replacement or a refund.

Many products from The Art and Framing Company Website are ‘made to order’ and therefore cannot be returned or exchanged, unless the Product is deemed damaged, in accordance with the The Art and Framing Company Returns Policy and the Australian Consumer Law guarantees. In order to facilitate a return under these Terms and Conditions, Customers must e-mail store@arthouseco.com.au 

Returned Goods must be returned in their original packaging with all accessories, and must be in a re-saleable condition. 

    

As all products sold by The Art & Framing Company T/A ArtHouse Co are made to order, unfortunately we do not offer refunds or exchange due to change of heart. 

Returns and exchange options are only applicable to the AFC Print Collection and Artists Collections at our sole discretion.

No returns or exchanges will be offered for ‘specialty’ made to order products where artwork has been made to order according to your choice of size and frame. This includes where the customer has provided their own artwork/images (photo acrylic blocks, photo wall acrylics, photo canvas etc) and for commissioned works or specialty items including custom sizing and framing.

   

With the exclusion of commercial & trade, special or customised orders, we will exchange any product, once delivered or collected, within a 24 hour period if the product is damaged or faulty. Authorisation to return or to accept a return must be obtained by The Art and Framing Company Pty Ltd T/A ArtHouse Co employees and must be returned in its original packaging and has not been partly or fully assembled. Only Arthouse Co authorised transport companies will be used and this will be at the buyers expense. The Art and Framing Company Pty Ltd T/A ArtHouse Co reserves the right to refuse exchanges on a case-by-case basis.

Returns and Exchange options are only applicable to The Art and Framing Company Pty Ltd T/A ArtHouse Co Print Collection. No returns or exchanges will be offered for ‘specialty’ made to order products where the customer has provided their own artwork/images (photo acrylic blocks, photo wall acrylics, photo canvas etc) and for commissioned works or specialty items including custom sizing and framing.

   

Where an item is found to be faulty within the first 24 hours after delivery or is already damaged on delivery, and the customer notifies The Art and Framing Company Pty Ltd T/A ArtHouse Co of that fault, then The Art and Framing Company Pty Ltd T/A ArtHouse Co will either:
Replace or Repair the faulty Good at our discretion; or
If we are unable to provide a new replacement, The Art and Framing Company Pty Ltd T/A ArtHouse Co has the option to offer a full or partial refund dependant on the amount of damage to the product.
Where a new replacement is available, and the customer elects to receive a refund instead of a replacement, the refund will be for the amount of the purchase price excluding the initial & return delivery cost.
If your item arrives with clear and noticeable damage to its packaging please take photographic evidence and bring to attention of delivery driver/provider. Where Goods are already damaged on delivery, The Art and Framing Company Pty Ltd T/A ArtHouse Co requires photographic evidence of the damage to be e-mailed to store@arthouseco.com.au before authorising return of the Goods. Where Goods are already damaged on delivery, the customer should indicate this to the delivery driver when signing the proof of delivery and ensure it is noted on the proof of delivery.

Posters, photographs and art prints are carefully rolled with protective paper to protect against dust before being packaged in a  heavy duty postal tube. 

Prints should only be removed by a professional framer.

The Art and Framing Company Pty Ltd T/A ArtHouse Co is not responsible for any scratches or damage to a print once it has been removed from its packaging and therefore no refunds or exchanges will be offered.

The Art and Framing Company Pty Ltd T/A ArtHouse Co reserves sole discretion to determine whether the Goods are faulty or damaged in accordance with this policy.
The Art and Framing Company Pty Ltd T/A ArtHouse Co may seek reimbursement of any costs incurred by us if the Product is found to be in good working order.

Authorised Returns: All shipping will be through The Art and Framing Company Pty Ltd T/A ArtHouse Co authorised transport companies and at the buyer’s expense. Apply for authorisation of your return through by contacting our team at store@arthouseco.com.au. This ensures your matter is standardly processed and resolved.

Contact the Customer Service team on (02) 95161700 if you require further assistance. Unauthorised returns may incur extra fees.

   

Unless specified otherwise, a 12-month manufacturer's warranty applies to all furniture sales. If you need to make a warranty claim please submit concerns or evidence of damage/s through our warranty online claims form. This ensures your matter is standardly processed and resolved.