What to do if you are not satisfied with the products we send you:

First and foremost, please keep hold of the original packaging as this will make your life much easier!

faulty products

• We hope this won't happen but if you receive a product from us that is faulty please telephone us on 01273 472500, explain the problem, and we will advise you about what action to take.

unframed art prints

• We give you a full 7 working days from delivery (ignore weekends and public holidays) to make your mind up about an unframed item. If you are not satisfied and want to return your order you must let us know, by fax, letter or email within this period. 
• Unless items are faulty or damaged in transit, you are responsible for the cost of returning any unwanted items. When you contact us we will discuss with you the most cost effective method of returning the goods. 
• If you ask us to arrange for the collection of any items for return we will do so. Whilst awaiting collection you must take good care of the items so that when they are returned to us they are in a re-saleable condition. 
• You will receive a full refund, less any collection costs incurred by us provided items are returned in good condition.
• When sending goods back to us please re-use the original packaging and enclose your invoice.
• Goods must be available for collection or returned to us within 21 days. 
• Return Address: The Fine Art Company Ltd, 15 Malling Street, Lewes, East Sussex, BN7 2RA

framed prints and commissioned artworks 

• Frames for prints, serigraphs and posters are made to your specification, and because each item is often unique it is unlikely we will find another customer wanting exactly the same print, frame, colour, mount and glazing combination. For this reason we regret that we cannot accept the return of more than one framed item, again you have 7 working days from delivery to make up your mind about the item and the above terms apply. You will receive a full refund provided the item is returned in good condition. 
• If you are thinking about ordering several pictures we suggest that you initially order one picture to approve the quality, before committing yourself to multiple items (although we are sure you will be delighted with the quality of our framing when you see it).

plinths and pedestals 

• Plinths and pedestals MUST be signed for as 'unchecked' or 'unexamined' on delivery. Providing this has been done, if a pedestal is damaged, please contact us and we will arrange a replacement. Please hold on to all packaging in case we need to collect the damaged goods or show the courier company. Regrettably we cannot offer replacements otherwise.
• Damaged goods must be reported within three working days.
• Bespoke items cannot be returned.

What to do if your delivery arrives damaged

package obviously damaged

• SIGN FOR THE DELIVERY AS 'DAMAGED' OR 'UNCHECKED' INSTEAD OF WITH A SIGNATURE
• Please check your delivery carefully when it arrives. If the packaging is damaged and it is clear that the contents have also been damaged please refuse to accept delivery, then telephone us on 01273 472500 and let us know and we will dispatch a replacement (see note regarding pedestals above).

package not so obviously damaged

• If the packaging is undamaged, please open the parcel and examine the contents, if you discover an item has been damaged in transit please let us know within 3 working days of delivery by telephoning us on 01273 472500 (excludes pedestals which have been signed for as in good condition - see note above!). We will forward a replacement to you as quickly as possible (see note regarding pedestals above). We regret that it will not be possible to give you a refund or replacement if damage is reported after 3 working days of the delivery.

Complaints about our service

unhappy about any part of our service

• If you feel unhappy about the way we treat you, and don't tell us, we will never know why we have lost a customer. Please telephone Laina Watt on  01273 472500 and explain your problem. We promise to deal with your complaint fairly, promptly and as amicably as possible.

see our standard terms and conditions of sale.

• Click here to see our standard terms and conditions of sale.

none of the above affects your statutory rights