All prints are made to order and produced specifically for each customer. Each piece is quality-checked by the print lab before dispatch. By placing an order, the buyer agrees to the terms outlined in this policy.
Order Cancellations
Orders may be cancelled within 12 hours of placement by contacting FRQZ Arts. Once production has begun, cancellations are no longer possible and the order will be fulfilled as normal.
Damaged or Defective Orders
If a print arrives damaged or defective, a full refund or free replacement will be provided at the discretion of FRQZ Arts, subject to the following conditions.
Claims must be submitted within 30 days of the confirmed delivery date. Photographic evidence must be taken within 48 hours of opening the package. A minimum of four clear, unedited photos must be provided: a close-up of the damaged area, the print shown in full, the packaging it arrived in, and the shipping label. At least one photo must show the print alongside the packing slip or order confirmation visible in the same shot. Claims submitted with fewer than four photos or without the required context will not be processed until all required evidence has been provided.
All submitted photos must be original and unaltered. Any evidence that appears to have been generated, manipulated, or edited through third-party applications, AI tools, or image-editing software will result in the immediate dismissal of the claim. FRQZ Arts reserves the right to request original photo files with intact metadata (EXIF data) to verify the date and time photos were taken. FRQZ Arts reserves the right to request further photos from alternative angles, lighting conditions, or environments to verify the legitimacy of a claim at any stage of the review process.
If the packaging is undamaged but the print inside is claimed as damaged, the claim will be subject to additional review and may be declined if the evidence does not support damage occurring during transit.
For claims involving minor cosmetic damage such as small scuffs, bent corners, or superficial marks that do not affect the overall presentation of the print, FRQZ Arts reserves the right to offer a partial refund rather than a full refund or replacement. The severity of the damage will be assessed based on the submitted evidence.
For all replacement orders, the original damaged print must either be returned to FRQZ Arts or destroyed with photographic proof before the replacement is dispatched. Proof of destruction must clearly show the full print with visible, irreversible damage such as the print cut into multiple pieces, with the artwork and signature clearly identifiable in the photo. Return shipping costs for legitimate damage claims will be covered by FRQZ Arts. Replacement prints will not be sent until this condition has been met.
For full refund claims on damaged orders, FRQZ Arts reserves the right to require the return of the print before the refund is processed.
A maximum of one replacement per order will be issued. If a replacement print also arrives damaged, a refund will be issued instead and no further replacements will be sent.
Lost Orders
If an order has not arrived and the tracking number confirms non-delivery or the parcel is marked as lost by the carrier, a replacement or full refund will be arranged at no additional cost. Claims for lost orders must be submitted within 30 days of the maximum estimated delivery date for the selected shipping method. Claims submitted after this window may not be eligible for resolution.
Orders marked as delivered by the carrier cannot be claimed as lost. If tracking confirms delivery but the buyer states they have not received the order, the buyer will be advised to contact the carrier directly. FRQZ Arts is not liable for parcels confirmed as delivered by the shipping provider.
FRQZ Arts is not responsible for orders delivered to incorrect, incomplete, or outdated addresses provided by the customer at checkout. If a parcel is returned to the print lab due to an incorrect address, the buyer will be responsible for any additional shipping costs required to reship the order. If the parcel cannot be recovered, no refund will be issued.
Colour Accuracy
Slight colour differences between a screen display and the physical print are inherent to all fine art printing due to differences in monitor calibration, screen brightness, colour profile settings, and paper substrate. This does not constitute a defect and does not qualify for a refund under any circumstances. Listings include the specific paper type, print method, and substrate used. Buyers are encouraged to review these details and adjust expectations accordingly before purchase. FRQZ Arts does not guarantee an exact colour match between the digital listing image and the physical print.
Customer Damage
Refunds and replacements cannot be issued for prints that have been damaged after delivery, including but not limited to damage caused by improper handling, incorrect framing or mounting, exposure to moisture or humidity, prolonged exposure to direct sunlight, scratching, tearing, bending, or any alteration, modification, or treatment applied to the print after receipt. Once the print has left its original packaging in undamaged condition, full responsibility for its care and preservation transfers to the buyer.
Change of Mind
As all products are custom printed to order, refunds cannot be offered for change of mind, incorrect size selection, dissatisfaction with a product that matches its listing description, or any other reason not covered under the Damaged or Defective Orders or Lost Orders sections of this policy. Buyers are encouraged to review all product details, dimensions, materials, and listing images carefully before placing an order.
Chargebacks and Disputes
Buyers are strongly encouraged to contact FRQZ Arts directly before initiating any payment dispute or chargeback. If a payment dispute or chargeback is filed without prior contact, all available evidence including transaction records, delivery confirmation, tracking data, product listing screenshots, and any prior correspondence will be submitted to the payment provider in full.
Customers who file chargebacks without first attempting to resolve the issue through the contact form will be permanently blocked from placing future orders through FRQZ Arts. FRQZ Arts reserves the right to cancel any order if the buyer is identified as having previously filed a chargeback or engaged in fraudulent activity, regardless of the account or email address used.
Returns Address
If a return is required, a returns address will be provided directly via email during the claims process. Returns should not be sent without prior authorisation from FRQZ Arts. Any unsolicited returns sent without approval will not be processed and FRQZ Arts accepts no responsibility for unrequested parcels.
How to Submit a Claim
All refund and replacement requests must be submitted here.
Please include the order number, the email address used at checkout, a description of the issue, and all required supporting photos as outlined above. Claims are typically reviewed within 3–5 business days. FRQZ Arts reserves the right to extend the review period if additional verification is required.