Kanvaswork endeavours to ensure that all our customers are happy with their purchase. Taking pride in our designs and products we make every effort to ensure they are produced to the highest standards and reach you in tip top condition. 

There are occasions however, when there will be a need to return an item and we will to try and make this process as easy as possible for you.
Please carefully read our returns policy below, written in accord with Consumer Contracts Regulations (2014).

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1. DAMAGES IN TRANSIT
   Please check your parcel on receipt. If your order arrives with obvious damage to the packaging (particularly where this has caused damage to the item within), we recommend that you refuse the delivery or sign as damaged. Please notify us within 24hrs of the attempted or actual delivery. Photographs would be greatly appreciated in this instance, of the packaging and/ or the damaged item. In most cases, items damaged in transit will need to be collected in the original state of delivery for examination by the courier. Please try to retain the packaging, which will help with this process. Our team will make arrangements for the exchange of the item or to re-send replacement goods to you as soon as possible. There will be no additional charges to the customer in this event.

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1. RECEIPT OF GOODS
   Please check your product when it arrives. When checking your product(s) please do so in a clean, indoor environment. This stage must be completed before making any attempt to use outdoors. This will ensure that should there be a need to return items, these will remain undamaged and in good condition.

    

2. INCORRECT PRODUCT(S) RECEIVED
   We make every effort to ensure that orders are picked and packed correctly, however errors can occur. In the event that we have sent the incorrect item to you, we ask that you contact us as soon as possible (preferably within 24 hours of receipt) so that we can arrange an exchange (which will be free of any charge).

    

3. ORDER CANCELLATION (UNWANTED/UNSUITABLE ITEMS)
   You have the right to cancel an order and to receive a full monetary refund at any point, up until 14 days after receipt of your product.
   Refunds will be issued within 14 days of cancellation, with funds returned via the same means by which your initial payment was made. You will be notified by email on the day the refund is processed. Note that where an order is cancelled all items must be returned in a completely unused, undamaged and unsoiled condition. We reserve the right to refuse to accept delivery of such items, or to reduce the level of refund of your return to cover any damage. We will not be responsible for any postage costs for the return of any unwanted/unsuitable products. 

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1. DAMAGED OR FAULTY ITEMS RECEIVED
   If you have received damaged or faulty items, please inform us as soon as possible, so that we can remedy the problem effectively.
   We ask that you email us with a photograph of the fault or damage so that we can determine the best course of action, which may be a replacement or under some circumstances a repair of a faulty component.
   Initially customers shall be responsible for the cost of return postage. For faulty items, the cost of postage is refundable (on confirmation that the returned item is faulty due to a manufacturing issue or the failure of significant components).

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On return, the item will be checked by our team to confirm that there is indeed a fault. If a fault has been identified we will discuss our findings and next steps with you. Rest assured we know our products inside out, and will advise on the best course of action – repair or replacement. Where there has been a fault on our part we will always seek to ensure the matter is resolved to your satisfaction. 

For reasons of health, items cannot be accepted back for inspection if they arrive in a dirty or wet condition. It is important to dry any canvas before packing it back up after pitching, as the damp can very quickly cause the goods to become tainted or corroded. Items delivered in this way may be rejected by us and returned to the customer for cleaning.

Items that have been damaged by misuse, overuse or negligence will not be exchanged, refunded or credited. Under these circumstances we are happy to provide an after sales service and to advise if an item can be repaired, but any such repairs or replacements are at the customer's expense. No repairs will be undertaken without the specific consent of the customer.

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1. RETURNING ITEMS
   When returning products* please follow the procedure below:

• Contact us to discuss the problem, and to make us aware of your intention to return.

• Carefully re-pack the item for the journey back to us, as insufficiently packaged goods may become damaged in transit. Note we reserve the right to refuse to accept delivery of items damaged in return transit, or to reduce the level of any refund to cover such damage.

• Use a signed for or tracked service to return items, as we cannot be responsible for items lost or damaged in transit. We recommend that for your peace of mind and clarity a photo is taken of packaged items prior postage or courier collection.

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*unwanted/unsuitable items (4), faulty or damaged products received (5) above or faulty items under guarantee (see specific product pages for details).

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1. PROCESSING RETURNS
   Adhering to the procedures set out above (6.) will aid prompt turn around and support resolution to everyone’s satisfaction. We aim to process returned products within 14 working days from the date the item arrives with Kanvaswork and will keep you updated.

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