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Refund Policy

Refunds:

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 as all products sold by The Art and Framing Company Pty Ltd T/A ArtHouse Co are made to order.

Unfortunately we do not offer refunds due to change of heart. Every effort will be made to have your order ready by the specified delivery times. We take no responsibility for delay by Couriers, shipping agents or ‘out of stock’ situations.

Exchanges:

With the exclusion of commercial & trade, special or customised orders, we will exchange any product, once delivered or collected, within a 48 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 team and must be returned in its original packaging and has not been partly or fully assembled. 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.

Faulty or Damaged Goods:

Where an item is found to be faulty within the first 48 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.
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

Warranty Claims:

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.