Guarantee, delivery and customer notice
Our stretcher supports carry a lifetime replacement guarantee against warping, subject to its stated terms. This guarantee concerns timber warping. It does not guarantee that canvas tension will never respond to handling or environmental conditions.
All canvases are checked and leave our factory perfectly taut. A canvas flexing under pressure, or feeling softer after it has been pressed or worked on, does not by itself establish a manufacturing fault.
Cotton duck has a finite working stretch. We tension each canvas to the maximum safe level appropriate for its size and construction, while ensuring the stretcher remains square and its crossbars can support the frame. Pulling the fabric tighter beyond that point is not a quality improvement. it can bow or twist the bars, strain the joints and fasteners, or damage the canvas. Crossbars help the frame maintain its shape, they do not make the fabric infinitely stretchable.
If you believe your canvas arrived loose or damaged, photograph or video it before pressing, painting, priming or adjusting it. Include the front, back, corners and supports. Keep the packaging and contact us promptly with your order and delivery details. We will assess the canvas and available evidence.
Our canvases are made to the customer’s approved specifications. Where our assessment finds no manufacturing defect and the change in tension is consistent with post-dispatch transport, handling or environmental conditions, that change does not qualify for a refund, store credit, replacement or complimentary collection and re-stretching. ETH Canvas does not provide an uplift or re-stretch service for these claims. Any remedy that applicable law requires will be handled as required by law.
If a manufacturing defect is established, we will provide any remedy required by applicable law. Nothing in this notice limits a consumer right or remedy that cannot lawfully be excluded.
Standard delivery uses a general courier and corrugated-cardboard wrapping. If you require specialist art handling, crating or additional protection, please raise this before dispatch and arrange an appropriate service with us or your own transporter.
We cannot guarantee that canvas tension will remain unchanged after dispatch, as natural materials may respond to environmental changes during transport or after delivery.
To the extent permitted by law, we are not liable for missed deadlines or other consequential losses arising solely from post-dispatch environmental changes or handling outside our control.
Nothing in this notice removes any consumer right or remedy that cannot lawfully be excluded.