Returns & Refunds
We want you to love your frame. If you don't, here's exactly how returns work — in plain English.
Changed your mind? You have 14 days
Under the Consumer Contracts Regulations, you can cancel your order for any reason up to 14 days after the day you receive it. You then have a further 14 days to send the frame back.
How to start a return
- Email hello@canvasbt.co.uk with your order number and let us know you'd like to return your frame.
- We'll confirm your return and send you a returns label with instructions.
- Pack the frame securely — ideally in its original packaging — and send it back. Return postage is paid by you unless the item is faulty.
Your refund
Once we receive the frame, we'll inspect it and refund you to your original payment method within 14 days. The frame should come back in the condition you received it — you're welcome to have examined it as you would in a shop, but a refund may be reduced if it's been used beyond that.
Faulty items
If your frame is faulty, that's a different matter entirely — you won't pay a penny for return postage, and you're covered by our 1-year replacement warranty alongside your statutory rights under the Consumer Rights Act 2015.