RETURNS & REFUNDS

FINE ART PRINTS & CANVASES

It is really important to us for you to LOVE your print; we have gone to great detail in our product descriptions and visual examples so our customers will know exactly what to expect when receiving one of our products, and will be happy when it arrives. Our Fine Art Prints and Canvases and any Custom Framing are all made-to-order, therefore we do not accept returns. No refunds are given if you change your mind!

What happens if my print/frame is damaged?

If a Print or Frame is damaged during the delivery process, please take photographs of the damaged packaging and any damage to the product and email us at info@rachaelmckenna.com with details of the damage. If you notice the packaging is damaged on arrival, take photographs BEFORE you open the package, hopefully the product is well protected and any internal damage will not have occurred. If your product IS damaged we will arrange for the product to be collected and returned to our supplier and the damage assessed. Once the product damage has been checked, a new product will be manufactured and shipped out to you. Of course we do our utmost to package our product with the most solid and protective packaging we can, so that damage is a very limited occurrence.

 

ALL REPLACEMENT REQUESTS DUE TO DAMAGE MUST BE RECEIVED VIA EMAIL TO info@rachaelmckenna.com  WITHIN TWO WEEKS OF BEING DISPATCHED

 

What happens if I, or my framer damage the print?

We will help you out, nothing ever gets damaged on purpose, we understand this! All we ask is that you are honest with us and we will work with you to sort out a resolution. We won’t be able to replace the print free of charge, but we will do our best to replace the print at the lowest cost possible to you and/or your framer.

FINE ART PRINTS ARE VERY DELICATE! Rachael cannot express strongly enough that you take your print directly to your framer and let them unpackage it! If you do wish to open your print yourself, please use gloves to handle your print and do so with extreme care. We cannot replace prints free of charge due to mishandling. Oils from your fingertips will mark your prints and it is very easy to kink your print when trying to re roll it and place it back in the tube it was sent in. Rachael’s images of Black animals on Black backgrounds are even more delicate, these prints will mark even more easily…..Rachael actually recommends purchasing these images framed and ready to hang whenever possible to limit the amount of handling.

 

APPAREL,  HOMEWARE& JIGSAWS

 

It is really important to us for you to LOVE your product; we have gone to great detail in our product descriptions and visual examples so our customers will know exactly what to expect when receiving one of our products, and will be happy when it arrives. Our Products are all custom made-to-order, therefore we do not accept returns unless the item is damaged in transit or faulty. No refunds are given if you change your mind!

If you feel you are not satisfied with your product, please get in touch with us at info@henryandgeorge.com and we will endeavour to solve the problem.

Under consumer law, products will be replaced if they arrive damaged, faulty or are different to how they are described on our website.

All returns must be made within 14 days of receiving your order. If 14 days have passed since you received your order, then unfortunately we can’t offer you a refund or exchange. When exchanging your product the cost of shipping your product back to us is at the purchasers expense and is non-refundable. Items must be returned in their original condition and packaging. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If your product arrives damaged, you must contact us immediately via email within 24 hours of receiving your goods; you must provide photos of the damaged product and packaging. Please do not discard the packaging until sufficient evidence has been provided to us.

TIP: Buying a gift for someone else? Avoid getting the incorrect size or product and give them the gift of choice with a Henry and George Gift Voucher

Gift Vouchers are non-refundable and cannot be exchanged for cash, so please choose carefully when ordering your Gift Voucher.