Hello,
Most strange you state this now.
The truth is that your return request was made some time after receiving the picture:
"There are dints in the frame and fraying at one of the corners. I have attached images for you to see.
Please advise what the best next steps are in relation to this. We are happy to return the item and exchange for something else, instead of requesting a refund upon return, as we are happy with the rest of the item and can tell that usually they’re very good quality pieces due to the quality of print on this canvas and we’re really looking forward to finding somewhere to put it, so we are sure this is just a misfortunate situation.
Looking forward to hearing from you and thank you ever so much in advance for your help.
Have a lovely day."
As a gesture of goodwill, we agreed to a return for exchange, with the return costs to be covered by you due to the timeframe in which the issue was reported.
The item was then returned to us approximately 2.5 months later, at which point it was received in a broken and dented condition and was clearly used. Sticky tape marks on the back of the frame indicated the item had been hung with tape or Command Strips. The nature of the damage to the frame was consistent with the item having been dropped from a height, which we can reasonably assume occurred whilst it was hung, given the method used.
As a result, the refund was refused.
We would also like to confirm that we hold full video and photographic evidence of the returned item, including the packaging and the condition in which it was received. At no point in any prior communication was there any mention of a “neon orange” issue.
Whilst we appreciate your frustration, raising this matter again, some four months after receipt, and despite all previous communication on this issue, does not change our position.
