Refund Policy
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Returns Policy for Online Purchases 

We want you to be happy with your purchases:

An item you have purchased online from us other than a bespoke made to order item can be returned to us up to 14 days from the day it was collected from us or delivered by us. See our Terms and Conditions for full details. 

Any items to be returned must be delivered to Caversham Picture Framer, Pangbourne (Unit 6, Horse Shoe Road, Pangbourne, RG8 7JW) between 9:00 and 17:00 Monday to Friday at your cost and risk.  

If the item was posted to you, it should be posted back to us using the Royal Mail Special Delivery service.

If delivery was by our van in the London or Reading postcodes specified in our Delivery Policy, we can arrange to collect the goods. In those circumstances, the collection charge will be equal to the delivery charge, but you must permit collection by our van between 10.00 hrs and 14.00hrs on a Thursday if the collection is from a London address to which we delivered, and between 14.00 and 17.00hrs on a Thursday if the collection is from a Reading address to which we delivered. We cannot give a fixed time for the van to collect due to operational constraints as we are not a logistics company. If you cannot arrange for us to collect as set out in the last sentence, you may deliver the goods back by another carrier, or ask us to arrange another carrier. In which case it is likely that the cost will be similar to the charge for delivery by carrier elsewhere in the mainland of England Scotland and Wales as set out in the product description of the goods on our website at the time of your order, and will be limited to that amount if you ask us to arrange to collect the goods by another carrier. 

If the delivery was by a carrier, then, if you use the same packers and carriers as delivered the goods, it is likely that the cost will be similar to the delivery charge. If you wish us to arrange collection, we will do so at your cost and risk, in which case the cost will be the same or less than the delivery charge, depending upon the collection and packing costs, 

Bespoke, made to order items, cannot be returned. 

Any items returned need to be in as new condition for a full refund. If items show signs of damage or wear, a deduction maybe made for the costs of repair or restoration and any reduction in sale value. 

If items have been damaged by a third party carrier arranged by you the issue needs to be raised with them. 

Refunds will be made within 14 days of the items being returned. 

Unfortunately, only delivery charges paid to us are refundableIf you have arranged collection by a third party carrier, any charges paid are not refundable. 

Please Note: this policy is for goods ordered and paid for online or by telephone, goods bought in our shops are subject to a different returns policy which is set out in our In ShopTerms and Conditions. 

This policy does not affect any rights that you have under the Consumer Rights Act 2015.

If you have another question you may find your answer in our full Terms & Conditions page, otherwise please do not hesitate to contact us so that we can help you.