Refund policy
Return & Exchange Policy
Version 2026-06 — last updated June 11, 2026.
This Return & Exchange Policy explains West End Gallery Ltd.'s rules for exchanges, shipping-related damage reporting, and related return procedures for artwork purchases. It works alongside the Bill of Sale & Terms and Conditions of Sale, which governs if there is any conflict regarding the artwork sale.
| Full Policy | Basics |
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Overview and Scope: This policy applies to exchange requests, return procedures, inspection obligations, shipping-related damage reporting, layaway and final-sale categories, and related matters involving artwork purchases from West End Gallery Ltd. It should be read together with the applicable Bill of Sale, Shipping Policy, and any other transaction-specific written agreement. |
Overview: This page explains exchange requests, return steps, and damage-reporting rules. |
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Hierarchy with the Bill of Sale: This Return & Exchange Policy is subject to the Bill of Sale & Terms and Conditions provided with an artwork purchase. If there is any conflict between this policy and the Bill of Sale & Terms and Conditions, the Bill of Sale & Terms and Conditions prevail with respect to the artwork sale. |
Priority: Your Bill of Sale controls if there is any conflict. |
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No Refunds: At West End Gallery Ltd., all sales are final except where required by applicable law. Due to the unique and original nature of fine art, the Gallery does not offer refunds except where required by applicable law. This includes all goods and services we sell. Ex. Appraisals, Gift Certificates, Consulting, etc. |
Refunds: All sales are final, except where the law requires otherwise. |
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Exchange Consideration: Except where required by applicable law, exchange requests are reviewed on a case-by-case basis and may be approved or declined at the Gallery's sole discretion. If the Gallery chooses to offer an accommodation, it may result in an exchange for another item or store credit. Late, incomplete, unsupported, unreasonable, or repeated requests may be declined. |
Exchanges: An exchange or store credit may be offered, but only at the Gallery's discretion. |
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Exchange Timeframes: Any request for exchange consideration must be made in writing within seven (7) days, excluding transit damage claims, which are strictly subject to the 48-hour notification rule in the Inspection and Damage Claims section: in-gallery purchases within 7 days of the invoice or Bill of Sale date, and shipped items (within Canada or international) within 7 days of the delivery date. Requests submitted after these timeframes may not be eligible unless applicable law requires otherwise. |
Deadlines: Exchanges: within 7 days for in-gallery and shipped items. Transit damage: report within 48 hours (see Damage). |
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Required Written Request: Before returning, shipping, or delivering artwork back to the Gallery, contact West End Gallery Ltd. in writing. The request should include the purchaser name, invoice or order number, artwork description, reason for the request, current condition of the artwork, and photographs if requested by the Gallery. |
Before Returning: Contact us first in writing before sending anything back. |
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In-Gallery Exchange Procedure: If the Gallery agrees to consider an exchange for an in-gallery purchase, the artwork must be returned in original, pristine condition, including frames, certificates, documents, and any accessories or materials provided at sale. Items requiring special handling may involve additional handling charges. |
In-Gallery Returns: If an exchange is considered, the artwork must come back in original, pristine condition. |
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Shipped Item Exchange Procedure: If the Gallery agrees to consider an exchange for a shipped item, the Customer must contact the Gallery before arranging any return shipment. The artwork must be repacked in all original packaging and in accordance with Gallery instructions. The Gallery may provide a return shipping label, waybill, or written shipping instructions. If approved, any exchange or store credit will be processed only after the artwork is received and inspected. International returns may involve customs duties, VAT, brokerage, import charges, re-import charges, and related costs. |
Shipped Returns: Contact us first, use the original packaging, and wait for our shipping instructions. |
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Exchange Criteria: To be eligible for exchange consideration, the artwork must be in original, pristine condition; frames, glass, acrylic, glazing, mats, mounts, certificates, and documentation must be intact; original packaging must be retained and used where the artwork was shipped; proof of purchase is required; and Gallery return-shipping instructions must be followed. The Customer must pay return-shipping expenses and related risk unless the return is required due to negligence by the Gallery or applicable law requires otherwise. |
Requirements: Keep the artwork pristine, keep the packaging, keep the paperwork, and follow our return instructions. |
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Condition, Images, Colour, Frame, and Glass: Artwork images, online displays, colour, tone, lighting, dimensions, frame descriptions, condition comments, and other descriptive information are provided in good faith for identification and general reference. Digital images may not accurately show every feature or issue. Unless expressly stated otherwise in writing, frames, glass, acrylic, glazing, mats, mounts, and similar presentation materials may be fragile, aged, decorative, or incidental to the artwork and may show wear or require future repair or replacement. |
Condition Notes: Photos and screen images may not show every detail, and frames or glazing may have separate wear or fragility issues. |
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Inspection and Damage Claims: Customers must inspect artwork and packaging immediately upon delivery, ideally while the carrier is present. If artwork arrives damaged, the Customer should notify the Gallery within 48 hours of delivery or pickup, whether or not the packaging has been opened, and provide clear photographs of the damage, photographs of all packaging, photographs of the shipping label, delivery notes where applicable, and confirmation that all original packaging has been retained until the claim is resolved. The 48-hour notice process is intended to support carrier, courier, insurer, and claim-documentation requirements. |
Damage: Inspect immediately and report damage within 48 hours with photos and packaging kept intact. |
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Layaway, Special Orders, Commissions, and Final-Sale Categories: Except where required by applicable law or where the Gallery, in its sole discretion, decides a remedy is appropriate due to Gallery error or negligence, layaway or payment-plan artwork, commissioned artwork, special orders, final sale items, Gift Certificates themselves, and items sold under a separate written agreement with different return rules are not eligible for refunds, exchanges, or store credit. |
Excluded Categories: Layaways, commissions, special orders, final sale items, and gift certificates themselves are generally not eligible. |
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Artwork on Approval: Artwork taken on approval, trial, loan, or temporary review is a separate workflow and should be governed by a written approval agreement stating the approval period, condition at release, risk of loss, insurance responsibility, return deadline, and events that convert the approval into a sale. Ordinary exchange timelines do not replace specific approval terms. |
On Approval: Approval transactions follow their own written terms. |
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Unauthorized Returns: The Gallery may decline unauthorized returns, shipments, deliveries, or drop-offs. The Customer is responsible for costs, loss, damage, customs charges, brokerage fees, storage charges, or handling charges arising from an unauthorized return or shipment except where applicable law requires otherwise. |
Unauthorized Returns: Do not send artwork back without prior authorization. |
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Policy Version and Contact Information: The terms in effect at the time of purchase apply to that order unless applicable law requires otherwise or a specific written agreement states otherwise. Questions regarding exchanges, damage claims, layaway, or shipping may be directed to West End Gallery Ltd., 10337 124 Street NW, Edmonton, AB T5N 1R1, by email at art@westendgalleryltd.com, or by phone at (780) 488-4892. Gallery hours are Tuesday to Friday, 11:00 AM to 4:00 PM, Saturday, 10:00 AM to 5:00 PM, and closed Sunday and Monday. |
Contact: Contact us by email, phone, or mail with exchange or damage questions. |
Related Policies: Bill of Sale & Terms and Conditions of Sale, Shipping Policy, and Terms of Service.
Hierarchy Note: The "Basics" column is provided for simplified understanding. If a conflict arises between the "Basics" and the "Full Policy," the Full Policy prevails. If a separate Bill of Sale, approval agreement, invoice, or other written agreement applies to a specific transaction, that document may control for that transaction.