Refund policy

Return & Exchange Policy

Version 2026-10 — last updated October 16, 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 should be read with the quote and sale terms supplied and accepted for your transaction. Later website updates do not automatically change an existing agreement.

Full Policy	Basics
Legal Rights: Nothing in this policy restricts statutory cancellation, refund or return rights that cannot legally be excluded. A statutory cancellation notice may be given by any legally permitted means and does not require discretionary return authorization. Any legally required refund deadlines and return arrangements apply.	Your Legal Rights: Statutory rights remain unaffected. Legal cancellation does not require discretionary exchange approval.
Overview and Scope: This policy applies to ordinary goods sold by West End Gallery Ltd., including artwork, prints, sculpture, glass, books and frames. Services, commissions, special orders, gift certificates and layaway/payment-plan purchases may have separate agreed terms. Approval, trial and loan arrangements follow their separate written agreements.	Scope: Ordinary goods follow these rules. Separate agreements govern services and special transactions.
Hierarchy with the Bill of Sale: The accepted quote, the terms supplied with it and any separately agreed written terms form the agreement for the sale. Later changes require written agreement by both the purchaser and the Gallery. Later invoices, receipts or website updates do not automatically change that agreement. This policy does not replace terms already accepted for an earlier transaction.	Your Agreed Terms: Your accepted quote and accompanying terms govern. Later documents or website updates do not automatically change your agreement.
Gift Certificates: Gift Certificates are final sale and are not refundable, exchangeable, or redeemable for cash except where required by applicable law. Merchandise purchased using a Gift Certificate remains subject to this Return & Exchange Policy. Any exchange credit approved for such merchandise will be returned to a Gift Certificate or issued as store credit rather than paid in cash, except where applicable law requires otherwise. Gift Certificates do not expire, and no inactivity or dormancy fees apply. Additional rules governing use, balances, partial payments, replacement, and restrictions are set out in the Gift Certificate Terms and Conditions.	Gift Certificates: The certificate itself is final sale. It does not expire, and merchandise purchased with it follows this Return & Exchange Policy. See the Gift Certificate Terms and Conditions for complete rules.
No Refunds: All ordinary goods are final sale, except where required by law. There is no general entitlement to a voluntary refund. Exceptional accommodations are addressed below.	Final Sale: Final sale, except where required by law; exceptional accommodations remain discretionary.
Exchange Consideration: The Gallery may, at its discretion, offer an exchange or store credit. Making a request does not guarantee approval. The Gallery may offer a refund, replacement or other accommodation in an individual case. Doing so does not change the general policy, alter the agreed allocation of transit risk or create an entitlement to the same accommodation in another case. Statutory rights remain unaffected.	Discretionary Accommodations: An exchange, store credit or exceptional accommodation is discretionary and does not create a precedent.
Exchange Timeframes: Requests for a discretionary exchange or store credit must be made in writing within seven calendar days of the invoice or Bill of Sale date for in-gallery purchases, or seven calendar days of delivery for shipped purchases within Canada or internationally. Damage reporting is a separate request described below. These voluntary timeframes do not restrict statutory rights.	Request Period: Request in writing within 7 calendar days of the invoice/Bill of Sale date for in-gallery purchases, or delivery for shipped purchases. Statutory rights remain unaffected.
Required Written Request: Before returning goods for a discretionary exchange or store credit, contact the Gallery in writing and obtain authorization. Include your name, invoice or order reference, goods description, reason for the request, current condition and available photographs. Statutory cancellation notices may be given by any legally permitted means and do not require discretionary exchange approval.	Before Returning: Contact us in writing before a discretionary return. Legal cancellation rights are separate.
In-Gallery Exchange Procedure: For an approved discretionary exchange or store credit, goods must be returned in their original condition, with original documentation, certificates where issued and accessories supplied. Any separately agreed handling arrangements or charges must be confirmed before the return.	In-Gallery Returns: Return goods in original condition with their documents and supplied accessories.
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.
Exchange Criteria: Goods must be in original condition with original documentation, certificates where issued, and original shipping packaging where applicable. Obtain Gallery authorization before a discretionary return. For an approved discretionary return, the purchaser bears return shipping costs and loss or damage during return transit, except to the extent caused by Gallery negligence or where the Gallery agrees otherwise in writing. Statutory rights and legally required return arrangements remain unaffected.	Return Costs and Risk: Keep the goods, documents and applicable packaging in original condition. You bear discretionary return costs and transit risk, subject to Gallery negligence, written agreement and legal rights.
Condition, Images, Colour, Frame, and Glass: Goods are sold as presented and described, including disclosed condition notes. Photographs and screens may not reproduce every colour or detail. Frames, glass and other presentation materials can be fragile or show disclosed wear. These explanations do not remove the Gallery\'s express description, attribution or title promises or rights that cannot legally be excluded.	Condition Notes: Photos and screen images may not show every detail, and frames or glazing may have separate wear or fragility issues.
Inspection and Damage Claims: Inspect goods and packaging promptly. Report damage or discrepancies as soon as possible, preferably within 48 hours of delivery or pickup, with available photographs of the goods, packaging and shipping label. Retain packaging while the issue is investigated. Missing this requested reporting period does not by itself remove statutory rights. Carrier or insurer requirements depend on the actual service or policy.	Damage Reporting: Inspect promptly; report concerns as soon as possible, preferably within 48 hours. Keep photos and packaging. Missing this request does not by itself remove statutory rights.
Layaway, Special Orders, Commissions, and Final-Sale Categories: Gift certificates, commissions, special orders and layaway/payment-plan purchases are excluded from the ordinary discretionary exchange policy. Separately agreed terms, exceptional accommodations approved by the Gallery and statutory rights remain unaffected. Services follow their agreed engagement terms.	Excluded Categories: These categories have separate terms and are excluded from ordinary discretionary exchanges. Legal rights remain unaffected.
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.
Unauthorized Returns: Obtain authorization before sending goods back for a discretionary return. The Gallery may decline an unauthorized discretionary return. Any return costs or related risk remain subject to the return-cost provisions above and applicable law. This requirement does not prevent legally permitted statutory cancellation or return arrangements.	Unauthorized Discretionary Returns: Do not send a discretionary return without authorization. Statutory rights are separate.
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.

The Basics column summarizes the Full Policy; read both together. The accepted quote, accompanying terms and separately agreed written terms govern the transaction. Later changes require both parties' written agreement. Non-excludable legal rights remain unaffected.