Refund and Returns Policy – The Race Canvas Co.

Last updated: 2 August 2026

This policy explains how cancellations, refunds, replacements and returns are handled by The Race Canvas Co.

1. Contact details

The Race Canvas Co.
Rob Harris, sole trader
Broadhurst Drive
Ashford
Kent
TN24 9RQ

Please include your order number whenever you contact us.

2. Personalised products

Every Race Canvas Co. artwork and canvas is created specifically from the photograph supplied by the customer.

Because these products are made to the customer’s specifications and are clearly personalised, the usual 14-day right to cancel an online purchase for a change of mind does not normally apply. (GOV.UK)

This means we cannot normally accept a return or provide a refund because:

You have changed your mind
You no longer want the canvas
You selected the wrong size or orientation
You do not have suitable wall space
You prefer a different photograph after approving the artwork
Minor artistic details differ from what you imagined

This does not affect your legal rights where a product is faulty, damaged, incorrect or not as described.

3. Cancelling before artwork begins

Where artwork creation has not begun and no costs have been incurred, we will normally cancel the order and issue a full refund.

Once artwork creation has started, we may be unable to provide a full refund because the personalised service has already begun.

Where production has already begun or the approved artwork has been sent to print, the order cannot normally be cancelled.

4. Artwork previews and approval

An instant AI-generated preview is intended to demonstrate the proposed artistic style and composition. It is not necessarily the final print-ready artwork.

We may review and refine the artwork before printing.

Where we send you a separate proof for approval, you must carefully check:

The overall artwork
Composition and cropping
Canvas orientation
Visible details
Any wording or requested additions
The selected size

Once you approve the proof, we will rely on that approval when producing the canvas.

We cannot normally provide a free replacement or refund for a detail that was clearly visible in an approved proof, unless the delivered product is faulty or materially differs from that proof.

5. Damaged deliveries

Please inspect your canvas as soon as possible after delivery.

If it arrives damaged, contact us promptly and provide:

Your name and order number
A description of the damage
Clear photographs of the entire canvas
Close-up photographs of the damaged area
Photographs of the outer and inner packaging
A photograph of the delivery label, where possible

Please retain the canvas and packaging until we confirm what to do next.

Where damage occurred before delivery, we will normally arrange an appropriate remedy, such as a replacement or refund.

6. Faulty or incorrectly produced products

Faulty
Incorrectly printed
The wrong size or orientation
Materially different from the approved artwork
Missing from its frame
Produced with a significant manufacturing defect
Not as described on our website

Personalised products remain covered by consumer law when they are faulty, damaged or not as described. (GOV.UK)

Depending on the circumstances and your statutory rights, we may offer:

A replacement canvas
A reprint
A repair
A price reduction
A full or partial refund

7. Minor variations that are not faults

Our products involve both artistic interpretation and physical printing.

The following will not normally be treated as defects where they are minor and reasonable:

Slight differences between screen colours and printed colours
Minor changes in brightness, contrast or saturation
Small differences in crop caused by the selected canvas ratio
Artwork wrapping around the canvas edges
Natural variations in digital gouache brushwork or texture
Minor differences between an instant automated preview and the refined artwork
Small positioning tolerances associated with canvas production

We will assess each concern fairly and will not use this section to avoid responsibility for a genuine defect.

8. Incorrect customer information

Please check your order details before payment.

We are not normally responsible for errors caused by information supplied by the customer, including:

An incorrect delivery address
The wrong canvas size
The wrong orientation
Uploading the wrong photograph
Approving an incorrect crop or proof

Contact us immediately if you notice a mistake. We will try to help, but changes may not be possible once artwork or printing has begun.

Additional production or delivery costs caused by customer-supplied errors may be charged.

9. Returning a product

Do not send a canvas back without contacting us first.

If a return is necessary, we will provide the appropriate return instructions and address.

Where the product is faulty, damaged or incorrect and a return is reasonably required, we will cover reasonable return costs where required by law. The Consumer Rights Act provides that traders bear reasonable return costs where goods are validly rejected. (Legislation.gov.uk)

We may instead ask for photographic evidence and arrange a replacement without requiring the damaged item to be returned.

10. Refund times

Approved refunds will normally be made to the original payment method.

After we agree that a refund is due, it will be processed without undue delay. Where the statutory right to reject applies, the Consumer Rights Act requires the refund to be provided within 14 days of the trader agreeing that the customer is entitled to it. (Legislation.gov.uk)

Your bank or payment provider may take additional time to display the refund.

11. Delivery charges

Where an order is fully refunded because the product is faulty, damaged, incorrect or not as described, we will also refund the appropriate original delivery charge where legally required.

Enhanced delivery costs selected above our standard delivery option may not always be refundable.

12. Lost or missing orders

We remain responsible for the order until it is delivered to you or to a person you nominated. We will investigate the delivery and, where appropriate, arrange a replacement or refund.

Please check that the delivery address entered at checkout was complete and accurate.

13. Failed delivery or uncollected parcels

If a parcel is returned because:

The address provided was incorrect
Delivery was repeatedly attempted
The parcel was not collected
The recipient refused delivery without a valid reason

we may charge the reasonable cost of sending it again.

Personalised products returned to us following a failed delivery will not automatically be refunded.

14. How to report a problem

Email rob@theracecanvasco.com with the subject line:

Order problem – [your order number]

Include:

Your full name
Order number
Delivery address
A clear explanation of the issue
Relevant photographs
Whether you would prefer a replacement or refund

We will review the information and respond as soon as reasonably possible.

15. Your statutory rights

Nothing in this policy limits or removes your statutory consumer rights.

Goods must be of satisfactory quality, fit for their intended purpose and as described. The exception for personalised products concerns change-of-mind cancellation; it does not remove remedies for faulty or misdescribed goods. (GOV.UK)

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