The Canvas Art Factory is committed to supplying high quality photos on canvas and we will do everything in our power to ensure our customers are happy with their purchases. There will always however be times when there may be a need for you to return an order or it could potentially get damaged in transit. Please read our returns policy below before placing your order.

Order Alterations

Please carefully verify the contents of your shopping cart are correct before checking out. If for some reason you need to alter your order, we need to be contacted within 4 business hours (PH: 07 3186 8588). All our orders are made on demand and we may not be able to fully accommodate your request without sufficient notice.

Change of Mind Claim

Because we are printing your photo, there can be no replacements or credits once the order is in production if it is due to a change of mind.

Damaged in Transit Claim

Although our orders are carefully packaged for shipping, occasionally accidents can happen. If your parcel arrives with obvious damage to the packaging please DO NOT accept receipt of the parcel. Instead, ask the courier to return it and advise us immediately.
If your parcel is left unattended or you do accept the delivery and find the artwork is damaged once the carton is opened, please advise us within 24 hours. It’s essential that you include photos of the damage to the box and the artwork as attachments to your email.

Missing after Delivery

The Canvas Art Factory cannot take responsibility for a missing order if it has been delivered without being signed for and subsequently goes missing. Therefore, please make sure you provide us with a safe location to leave the artwork should you not be at home to accept it. If you do not feel there is a safe place to have the artwork left, please provide an alternative address where you know someone will be at home to receive it.

Faulty Claim

If you receive an artwork from us which has a workmanship fault, we will replace it without charge. So as to maintain our high quality standards, we may request the order to be returned so please keep hold of the packaging. Don’t worry, we shall cover the cost of the return if we can clearly see the fault is ours. Please contact us within 7 days of receipt of your print at info@canvasartfactory.com and our team will be happy to assist.

Poor Image Quality or Cropping Claim

Our photos to canvas system will not allow you to proceed with your order if it does not meet its minimum pixel size requirements for the size you have ordered. However, it does not control the image quality supplied (eg. blurry/off centre images). Upon receiving your order, if you feel the quality of your image is not up to scratch, please contact us. We shall then check the file we received and determine if in fact this is due to the image we have received or a printing issue. Since you can crop your own image, we cannot take responsibility for any image that has been cropped incorrectly, nor if you have supplied a blurry image. In these cases, no credit or replacement will be possible.
We do however have expert graphic designers working on all orders we receive and we critically check each image that comes our way. If they can see that the image will not print satisfactorily or the cropping is not correct, they will get in contact with you before it goes into production. The designers will discuss either a change of image or correcting your image, as we want to make sure you are completely happy with your photo on canvas.

Warranty Claim

Our artwork comes with a 12 month warranty, therefore if any fault is found within this time please contact us immediately and provide clear photographic evidence showing the fault. Should we accept the fault is ours we shall replace it without charge.