Refund policy

At Francoise V Fine Art, each print and frame is made to order specifically for you. As a result, all sales are final once an order is placed. We do not accept returns, exchanges, or refunds for unauthorised reasons.

Exceptions:  

We will only consider refunds or exchanges if the product arrives damaged or defective. In such cases, please contact us within 10 days of delivery with proof of damage or defect, and we will address the issue accordingly.

Return & Refund:

Francoise V Fine Art will only be liable to honour a Returns & Refunds if:

• The damage or defect existed at the time of delivery.
• The damage or defect did not arise due to normal wear and tear or misuse/abuse by the customer.
• The customer duly complied with the care instructions referred to in the Care Instructions section. The customer provides the original invoice.

Important Notes: 

• Because each piece is custom-made, we cannot accept returns or exchanges unless the product was damaged or faulty upon arrival.  
• Orders cannot be cancelled or changed once they are placed, as production begins immediately to ensure your personalised item is crafted to your specifications. 
• Refunds are only issued in the case of items arriving damaged or defective, and only after we have inspected the item and confirmed the issue.
• Product exchanges requiring delivery will be transported to the original delivery address. It is acknowledged that exchanges are subject to product availability at the time of the request for exchange. 
• Handling fees may be applicable on exchange/returns.
• Products purchased during a sale will be subject to the terms and conditions of the sale.

Damaged or Faulty Items:

• To qualify for a refund or replacement due to damage or defect, the product must be reported within 10 days of receipt.  
• The product should be in its original condition, and you should provide clear photos of the damage or defect.  
• We reserve the right to review all claims before issuing a refund or replacement.

General Refund Process:

• Once a damaged or defective item is received and inspected, we will notify you via email. If your claim is approved, a refund will be processed, and a credit will be issued to your original payment method.
• Refunds are processed at month-end and may take a few days to reflect in your account, depending on your bank.

No Returns or Refunds for: 

• Any product that has been used or altered after delivery.  
• Orders cancelled after submission, as production begins immediately.  
• Items outside the 10-day window for damage or defect claims.

Returns and Refund Procedure: 

• Please contact us within 10 days of delivery if your product arrives damaged or defective.  
• Provide your order number, digital invoice, and photos of the damage or defect. 
• To expedite the process, include a clear explanation of the issue and your preferred resolution (refund or replacement).  
• We will guide you through the next steps, including returning the damaged item if necessary.

Thank you for understanding that each piece is carefully crafted to order, making it unique and non-returnable unless damages or defects occur upon arrival. We appreciate your support and trust in our custom work.