Refund and Returns Policy – Insurance

CARE OF YOUR FRAME

To benefit from our 100% workmanship guarantee, you must have cared for your frame in the following ways:

Picking Up Your Frame

• Prevent knocking or bumping your frame against anything. Do not drag it on the floor. Ask for assistance from staff if you cannot manage your frame.
• When transporting, allow space around your frame and keep it flat or upright.
• Don’t put anything like shopping bags, baby strollers, car seats, or pets on the frame.
• Ensure the weather is clear and the frame will not get wet.
• Keep your frame away from other items in the car, and never lean it, unsupported from one side of the vehicle to the other. Do not slam the car door/tailgate against the frame.
• Don’t leave your frame in the car for extended times, especially on a hot day. Heat and sunlight can damage the frame, so keep your frame out of the sun and heat.

Hanging Your Frame

• Try to hang your frame within two weeks of picking it up.
• Use the correct hooks/weight ratio. Always use a hook for your custom frame. We recommend Wall Mates.

Keeping Your Frame Safe at Home

• Keep your frame away from any areas where it can be harmed by water, high humidity, or extreme temperatures—this means away from rain, fans, air conditioning, and heating like fireplaces. Keep the frame away from doorways, window, and anywhere where temperatures fluctuate or moisture can damage the frame.
• Wood can change size with temperature, so placing it in a spot that’s not too hot or too cold is best.
• Also, keep your frame out of busy areas where it could get knocked down.
• Make sure it’s hung properly with the right tools, so it stays straight and secure.

Cleaning Your Frame

It’s very important to be careful not to get your frame wet. Here’s what you should do to keep it clean:

• Avoid using a lot of liquid or spraying it directly on the frame.
• Instead, put a little bit of glass cleaner (like Windex) or a cleaner for acrylic on a microfiber cloth.
• Then softly wipe your frame with the cloth.

Using too much liquid can cause problems. The cleaner could get under the frame edges or behind the glass, and that might make moisture build up. When there’s too much moisture, you could end up with mould or changes in colour on your frame.