Refund policy
Returns & Refunds
Each House of Montague artwork is produced to order and carefully inspected before dispatch. We stand behind the condition, specifications, and authenticity of every work delivered.
Made-to-Order Acquisitions
Each artwork is produced after an acquisition is confirmed, in the size and presentation selected at checkout. Except where required by applicable law, made-to-order artworks are final sale and are not eligible for return, exchange, or refund for change of mind.
Before completing an acquisition, please review the artwork dimensions, orientation, material, white border, and unframed presentation. The House of Montague is available to assist with questions regarding scale, placement, framing, and matting.
Order Changes & Cancellations
Production may begin soon after order confirmation. If you need to request a change or cancellation, please contact us immediately. We will make every reasonable effort to assist before production begins; however, changes or cancellations cannot be guaranteed once the artwork has entered production.
Damage, Defect or Fulfillment Error
If an artwork arrives damaged, contains a verified production defect, differs materially from its description, or is received in an incorrect size or presentation, please contact us as soon as possible. Where reasonably possible, notify us within 48 hours of delivery so the condition can be documented and any transit or production claim can begin promptly.
The 48-hour reporting request helps us resolve claims efficiently and does not limit any rights that cannot be excluded under applicable law.
-
Inspect the delivery. Examine the exterior packaging, internal protective materials, and artwork as soon as possible after arrival.
-
Document the condition. Photograph the exterior packaging, shipping label, internal protective materials, and any visible damage, defect, or discrepancy.
-
Contact the House. Email your order number and photographic documentation to inquiries@tcmontague.com .
-
Retain all materials. Keep the artwork and its complete packaging until the matter has been reviewed and further instructions have been provided. Please do not return, discard, alter, or dispose of any part of the shipment without written direction.
-
Verification. The submitted documentation will be reviewed to confirm the nature of the damage, defect, or fulfillment error and determine the appropriate course of action.
Replacement Guarantee
Once damage, a production defect, or a fulfillment error has been verified, a conforming replacement artwork will be produced and shipped at no additional cost.
Because each artwork is made to order and individually registered within the House of Montague studio archive, replacement is the standard remedy. The replacement will be produced to the specifications confirmed in the original acquisition and will follow the standard made-to-order production and delivery timeframe.
The replacement will remain linked to the original acquisition record. The studio archive will document the replacement, and any Certificate of Authenticity associated with the damaged, defective, or incorrect artwork will be superseded.
Refunds are not offered where a conforming replacement can be provided, except where required by applicable law or where replacement is unavailable.
Loss in Transit
If tracking indicates that an artwork may have been lost before delivery, please contact the House of Montague. We will open an investigation with the carrier and, once the loss has been confirmed, arrange for a replacement artwork to be produced and shipped at no additional cost.
The replacement will remain associated with the original acquisition record and will follow the standard made-to-order production and delivery timeframe. If a conforming replacement is unavailable, or a refund is otherwise required by applicable law, an alternative resolution will be provided.
Refunds Where Required
If a refund is required by applicable law or approved because a conforming replacement cannot be provided, it will be issued to the original payment method wherever possible. Confirmation will be sent by email once the refund has been processed.
The time required for funds to appear may vary according to the collector’s bank, card issuer, or payment provider.
Your Legal Rights
Nothing in this policy excludes or limits consumer rights that cannot lawfully be waived. Where the laws of the collector’s location provide additional rights relating to cancellation, return, replacement, repair, or refund, those rights will apply.
Questions Before You Acquire
For questions regarding dimensions, material, presentation, placement, or the acquisition process, please contact the House of Montague before placing your order.
Collector Correspondence
inquiries@tcmontague.com