Refund policy
West End Gallery Return & Exchange Policy
Last updated: November 29, 2025 – Updated to align with the current Bill of Sale & Terms
| Full Policy (2025) | Basics |
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Refund Policy: At West End Gallery Ltd., all artwork sales are considered final. Due to the unique and original nature of fine art, we do not offer refunds. We may, at our sole discretion, assist in finding a satisfactory exchange solution, which may result in store credit. |
Refunds: No refunds. Original art is a final sale. |
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Contact Us: For any questions regarding exchanges, damage claims, layaway, or shipping, contact us at: art@westendgalleryltd.com • 780-488-4892 10337 124 Street, Edmonton, AB T5N 1R1 |
Reach Us: Email, call, or mail us. |
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Exchange Consideration: Exchanges are reviewed on a case-by-case basis and approved at the Gallery’s discretion. Unreasonable or repeated exchange requests may be declined. When an exchange is approved, store credit may be issued. |
Exchanges: We may offer an exchange or store credit. |
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Exchange Timeframes: • In-store purchases: Contact us within 72 hours of the invoice date. • Domestic shipped items: Contact us within 72 hours of delivery. • International shipments: 7 days from delivery. Requests submitted after these timeframes may not be eligible. |
Exchange Windows: In-store: 72h Shipped (Canada): 72h International: 7 days |
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In-Store Exchange Procedure: Contact us to initiate the process. The artwork must be returned to the Gallery in its original, pristine condition, including frames, certificates, and documentation. Items requiring special handling—such as pieces previously delivered using a rented vehicle—may incur additional handling charges. |
In-Store: Contact us, repackage safely, return to the Gallery. |
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Shipped Item Exchange Procedure: Contact us to arrange a return. The artwork must be repacked in all original packaging. We will provide a return shipping label or weigh-bill. The artwork must be kept safe until courier pickup. Exchanges or store credit will be processed after the artwork is received and inspected. For international returns, the customer is responsible for all customs duties, VAT, brokerage fees, and import charges. |
Shipped: Contact us, pack it in original materials, we schedule return. Intl. return fees may apply. |
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Exchange Criteria: To be eligible for consideration: • Artwork must be in original, pristine condition. • Frames, certificates, and documentation must be intact. • All original packaging must be retained and used. • Proof of purchase is required. • Customer pays return shipping unless due to Gallery error or damage. • Special handling charges may apply. |
Requirements: Keep artwork pristine, keep packaging, proof of purchase needed. |
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Inspection & Damage Claims: Customers must inspect artwork and packaging immediately upon delivery. When possible, inspect while the carrier is present. If the artwork arrives damaged, you must notify the Gallery within 24 hours and provide: • Clear photographs of the damage • Photographs of all packaging • Delivery receipt showing any notations (if applicable) • All original packaging retained until the claim is resolved Damage claims submitted after 24 hours may not be accepted by carriers or insurers. |
Damage Claims: Inspect right away; 24-hour reporting required. |
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Shipping & Insurance: • When the customer pays for shipping: the shipment includes full-value insurance through an art carrier. • Free or promotional shipping: includes only basic carrier liability (typically $100–$200 maximum). Carrier liability is not based on artwork value. • Customers may upgrade to full-value insured shipping. • Customers assume all risk exceeding basic liability once the artwork is delivered to the carrier. • All artworks are professionally packaged for safe transport. • International customers are responsible for all duties, VAT, brokerage, import fees, and any re-import fees on returns. |
Shipping: Paid = insured. Free shipping = basic coverage only. Intl. = duties + VAT apply. |
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Layaway Policy: Our layaway program includes a 3-month, no-interest payment plan with equal monthly instalments. Layaway purchases are final sale. Title remains with West End Gallery Ltd. and/or the artist until full payment is received. The first instalment represents one-third of the artwork value plus applicable taxes. Customers are asked to notify the Gallery promptly if financial circumstances change. |
Layaway: 3 months, no interest, final sale. |
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Exceptions: We cannot accept exchanges for: • Final sale items • Gift certificates • Commissioned artworks • Layaway/payment plan items |
No Exchanges: Final sale, gift cards, commissions, layaway. |
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Policy Updates: We occasionally update our policies. The terms in effect at the time of purchase apply to that order. Customers are encouraged to review this policy periodically. |
Updates: Policies may change; check back. |
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Our Legacy: West End Gallery Ltd. has proudly represented Canadian artists since 1975. We are committed to transparency, professionalism, and customer satisfaction. |
About Us: Serving Canada since 1975. |
If you have questions about our return or exchange policy, contact us at art@westendgalleryltd.com • 780-488-4892 • 10337 124 Street, Edmonton, AB T5N 1R1
*Note: The “Basics” column is provided for simplified understanding. If any conflict arises between the “Basics” and the “Full Policy,” the Full Policy shall prevail.*