ARTWORK RECEIVED DAMAGED
All artwork sent will be fully insured against damages and it is the artist's responsibility for it to arrive safely to you. Should you receive your artwork damaged, please notify us within 24 hours of delivery and send photos of the damages to: info@soulcomfort365.com
Please advise us if you would like:
- A full refund
- A replacement (if available)
- A credit note
RETURNS / CANCELLATION POLICY
1. Cancellation Policy
The below applies only if you bought the products as a consumer:
1.1. All prints are done to order. You may cancel your order at any time before your order is dispatched unless we have already started to manufacture a bespoke product or for any reason before the expiry of 3 days beginning on the day we received your order. We will refund you the price of the Goods and the cost of delivery, if any.
Please notify within 3 days for a cancellation at info@soulcomfort365.com.
1.2. Unfortunately, we cannot offer refunds if the image has been purchased by a company or individual in the picture trade. If you are a business customer we do not offer a refund. Our business order guarantee only covers faulty workmanship or damage whilst in transit
1.3. If you cancel after we have dispatched the Goods, you are obligated to return them to us within 14 days in the same condition in which you received them. The returned Goods must reach us in 100% re-saleable condition for customers to be eligible for a refund. We cannot refund your money if the Goods have been used, worn or damaged by you (the Buyer). We cannot refund shipping costs for orders (unless the product is faulty or damaged)
1.4. You are the party bearing the cost and risk of returning the Goods to us, unless the Goods are faulty due to the Company’s error:
- The goods do not match their description
- The goods are not of a satisfactory quality
In cases described above, the Company will bear the reasonable cost of the return.
You must ensure that the artwork is securely packaged for return shipping. We will not accept returned items from customers that have been damaged in transit to Soul Comfort 365 due to insufficient packaging. If this is the case, the item will be returned to the customer at the customer’s expense. Acceptance of returns outside of the 14 days’ time frame will be at the discretion of Soul Comfort 365.
1.5. We will refund your money by the same method with which you paid, within 28 working days of receipt by us of the returned Goods.
2. Please note this does not apply to bespoke prints, canvases or commissioned art as these have been specially crafted to order and are therefore non-refundable
3. Return / Procedure
Prior to sending the Goods back to us, please ensure the following:
· Contact us by emailing us at info@soulcomfort365.com with your order number and the reason for your return. Please include photos if the goods arrived damaged.
· As soon as we receive your request, we'll send step-by-step instructions on how to return your order including the return address to ship to.
· Repack the item in the original packaging it came in and print out and enclose detailed information including your name, contact details, invoice number and reason for the return and enclose it with the Goods in the original package – please note the item(s) must be in the original condition you received it in.
· We recommend you keep proof of postage for any returned item(s) in case returned goods are lost or damaged in transit. Regrettably, we cannot offer refunds for items which are damaged on the return journey to us so we suggest insuring your item with the courier or Post Office in case of problems.
· Once we receive your returned order, we will replace it or refund it.
· We process all refunds within 28 days
Comments, complaints and feedback:
At Soul Comfort 365 we really value your feedback - good or bad. So, if for any reason your order hasn't been that easy, please get in touch with us on via email at info@soulcomfort365.com so we can do better next time.
