Returns policy
Our products are made with the utmost care and attention to quality. Our request for return rate is tiny at less than 0.5% but the vast majority of these are due to mishandling by the delivery firm and are replaced immediately, despite the very robust nature of our packaging.
If you are not satisfied with your order because of a quality or description issue, you may return it to us within 7 days for a replacement, or refund where this is not possible. However, please note that this policy is at our reasonable discretion and that you should refer to our Terms and Conditions and also see below for clarification of the formal agreement between us.
Faulty goods
If for any reason you believe there is a fault with your goods then you should notify us immediately. We will replace all faulty goods immediately upon receipt if a genuine defect is found.
We cannot except returns on the basis of low image quality where this is due to the original supplied. We do offer a free image check service should you wish to e-mail us before ordering with the photo(s) attached and believe this arrangement is fair to all parties and helps keep our prices low for everyone. Photos above 1MB in file size normally produce excellent enlargement results, provided there is not significant cropping.
Our online cropper and previewer gives an accurate guide to final prints but should not be taken as absolute, especially for canvases with gallery wrap where it has to be more of a best guess, and we may use our professional judgment to enlarge the crop or mirror if it prevents subjects being lost to the sides and make a better print. Please use the addtional instructions area of the order to specify any particular concerns or stipulations, this is very quick for you and helpful to us.
If no fault is found
Products found to have no fault will be returned and a charge of £10 (exc. VAT), plus carriage costs will be made to cover our inspection costs.
Exchanging goods
Please note that we are unable to offer a swap or exchange service for your original order. If you wish to place an alternative order then please simply order directly using the website.
Goods ordered in error
Provided you notify us within three working days of receipt, we may accept the return of goods ordered in error. When this is agreed, all items must be returned as new in the original packaging. If they can be exchanged for the correct products there will be no charge. If they cannot, a handling charge of £25 ex VAT or 10% of order value ex VAT, whichever is the greater, will be made. Should returns not be 'as new', they will be sent back to the customer and a handling charge may be applied.
Goods supplied in error
If a product is supplied in error, arrangements will be made for the collection of the goods. We will accept no liability for products supplied against verbal orders. Hard copy confirmation is, therefore, essential.
Unwanted goods
Due to the bespoke nature of our framed products, in certain circumstances, providing a full refund will be determined at our own discretion.
Returns process
To make sending things back as convenient as possible, we have designed our returns procedure to be quick and easy:
Step 1 - Notification
1. To initiate the returns process, you need to complete our Returns Form and email it to: sales@fruitart.co.uk or, alternatively, call 01653 698870, quoting your order number and stipulating the reason for the return.
Step 2 – Returning the goods
2. As soon as we receive your Returns Form or notification, we will provide you with detailed instructions on how to return your order.
3. We require the goods to be returned in the full original packaging.
4. Once we receive your returned order, we will replace or refund as required. Refunds are normally processed within 7 days although please allow up to 28 days.