Custom Stretcher Bars – Policies & Procedures

1. Quality Control & Acceptance Standards

Precision checks: Before dispatch, custom stretcher bars are checked for:
1. Diagonal measurements: Cross-diagonals are measured to check that the assembled frame is square.
2. Flatness: The frame is checked on workbench surfaces for twist or rocking.
3. Timber condition: Timber is inspected for grain integrity and structural stability.
Tolerances: Frames are made to the dimensions and specifications confirmed for the order. Natural timber variation that does not affect the frame’s structural integrity or squareness may occur.

2. Quality Concerns, Returns & Verification

Please report concerns promptly: Contact us as soon as possible if you have a concern about size, squareness or a possible frame defect. Photographs and measurements taken before the frame is altered or used help us assess it. A request to report within 48 hours helps us investigate promptly, but does not limit any consumer right or remedy that cannot lawfully be excluded.
Initial verification: Where appropriate, we may ask you to measure the frame’s diagonals from the 10 cm mark and send clear photographs of both measurements. This helps us assess the concern before arranging collection or inspection.
Collection and inspection: If you request factory inspection, we will explain the collection and diagnostic process and any applicable charges before arranging it.
- If a manufacturing defect is established, we will address it in accordance with the applicable guarantee and consumer law.
- If no manufacturing defect is found, we will explain our assessment. Any collection, diagnostic or redelivery charge must have been disclosed and agreed before it is incurred.

3. Wall & Installation Conditions

Wall surfaces: Frames are checked for squareness and flatness before dispatch. However, an uneven or non-planar wall may prevent a frame from sitting flush against it.
Installation: Use suitable hanging hardware for the canvas’s size and weight, and install it securely into a suitable wall. For large or heavy canvases, seek advice from a professional installer or framer. Shims or felt bumpers may help stabilise a frame against an uneven wall.

4. Working & Studio Guidelines

Easel support: Canvases should be worked on while secured to a stable easel or other suitable support. An unmounted canvas resting against a wall may flex, rock or move under pressure.
Canvas tension and media: Uneven stretching, pressure applied during painting, or the shrinkage and weight of drying primer or paint may affect canvas tension or exert force on the timber. Flex caused by these factors does not, by itself, establish a timber manufacturing defect.

5. Delivery & Site Access

Deliveries are arranged for an agreed time window. Please ensure someone is available to receive the order.
If no one is available during a confirmed delivery window, a redelivery fee may apply only if the fee was disclosed and agreed before dispatch.
Standard delivery uses a general courier and corrugated-cardboard wrapping. It is not specialist art handling or custom crating. If you require specialist handling, crating or additional protection, please raise this before dispatch and arrange the service with us or your own transporter.

6. Custom Orders, Client Delays & Collection

Confirm order details: Custom-cut items are made to the client’s approved dimensions and specifications. Please confirm the measurements, specifications, delivery or collection method and transport charge in writing before production begins.
Production and delivery estimates: Estimates depend on receiving payment, final specifications, necessary instructions and a delivery address in time. If you request a pause or change, delay providing required information, or are unavailable to receive the order, the original estimate may no longer apply. We will provide a revised estimate once the outstanding instructions or arrangements are resolved.
Transport costs: The quote will state whether delivery is included or charged separately. Unless the quote expressly says delivery is included, transport is payable by the client before dispatch. You may collect the order or arrange your own transporter, by prior arrangement with ETH Canvas.
Completed orders: When a custom order is ready, we will notify you using the contact details provided. Please promptly arrange delivery or collection, or contact us to agree a hold arrangement. A client-caused delay does not, by itself, cancel a completed custom order or create an automatic entitlement to a refund, credit, replacement or free redelivery.
Additional charges: Any storage, collection, redelivery or other additional charge must be disclosed and agreed before it is incurred.
Consumer rights: Nothing in these policies limits any consumer right or remedy that cannot lawfully be excluded.