The below information is for general purposes only. All clients are emailed a custom sales agreement that contains all relevant information. Please contact us if you have any concerns and we will be happy to assist you.

Refunds and Returns

The Seller will only accept returns of goods if: -The goods are defective and the Buyer complies with the provisions of this clause 18 of the sales agreement, or (b) the Seller agrees in writing to accept return of the goods.

If the Buyer fails to comply with the provisions of this clause 18 in respect of defective goods, the Seller may, in its discretion, issue only a partial refund or no refund in respect of such defective goods, provided that nothing in this clause 18 is intended to limit the operation of any manufacturers’ warranties which the Buyer may be entitled to or any rights of the Buyer which cannot be excluded under applicable law. For the purpose of this agreement, goods are considered 'fit for purpose' if they meet the following criteria relevant to bespoke, handmade, or repaired antique frames: (a) they match the description, sample, or model as provided in the initial consultation and agreed upon by both the Buyer and the Seller; (b) they are of a quality and standard suitable for the purpose expressly indicated by the Buyer or implied by the nature of bespoke, handmade, or

antique frames, recognising the inherent variations and uniqueness of such

items; (c) they are free from material defects in design, material, and workmanship, acknowledging that minor deviations or imperfections in handmade or antique items do not constitute defects, but rather are inherent

characteristics of such goods; (d) they are capable of being used for a reasonable period of time, expected for bespoke, handmade, or antique frames, under normal use conditions

The Buyer acknowledges that the bespoke, handmade, or antique nature of the frames

entails variations in materials, craftsmanship, and aging, which are considered part of

the character and value of the frames and do not constitute grounds for a return

based on the goods not being 'fit for purpose' under the terms of this agreement.

Defective goods

In the event that goods are found to be defective, the Buyer is required to notify the Seller of the defect within a reasonable time frame by sending a detailed written notification via email to the Seller's designated customer service email address (info@richanddavis.com.au). The notification must include a description of the defect, the order number, and photographic evidence of the defect, where applicable. The Seller will not accept reports of defective goods made in person, as our operations are strictly by appointment only. Upon receipt of the notification, the Seller will promptly review the claim and, if the goods are confirmed to be defective, will

undertake appropriate remedial actions in accordance with the agreement provided to the client.

Refunds

In order to obtain a refund, the Buyer must (unless otherwise directed by the Seller):

(a) affix the Return Authorisation Number issued by the Seller to the defective goods; (b) pack the relevant goods in their original packaging including any accessories, manuals, documentation or registration shipped with the goods; and (c) return the goods to the Seller.

Non-Refundable

The Seller will not issue refunds under the following conditions:

(a) Change of mind by the Buyer;

(b) Design changes initiated by the Buyer after the commencement of work on a

custom frame, design or project

(b) Incorrect sizing or specifications provided by the Buyer leading to misfit;

(c) Damage to or faulty components of the frame once it has been installed;

(d) Any damage, loss, or faults that arise during the transport, unpacking, installation,

or display of the custom frame are subject to consumer guarantees under applicable

laws. The Seller’s liability for such damage, loss, or faults will be limited unless the

damage, loss, or fault is as a result of wrongful or negligent acts or omissions by the

Seller.