Return Policy

Return Policy for Hidden Door Gallery

Last Updated: December 4th, 2024

At Hidden Door Gallery, customer satisfaction is our number one priority, and we guarantee 100% satisfaction. If there is any issue with your order, please reach out as soon as possible so we can work on correcting any problems.

Given the nature of our business—rehoming one-of-a-kind, second-hand artwork—we ask that you carefully review this policy before making a purchase.

Return Eligibility

We accept returns within 14 days of delivery for a full refund or exchange, provided the following conditions are met:

  1. Undamaged Condition: The item must be returned in the same condition as it was delivered, with no signs of damage or alteration.
  2. Original Packaging: The item must be returned in its original packaging to ensure safe transit.

To initiate a return, please follow the process outlined in the Requesting a Return or Refund section below.

All Sales are Final

While returns are accepted under the above conditions, please note that all sales are considered final outside the specified 14-day return period.

Damaged or Misrepresented Items

We take great care in accurately describing and photographing the artwork we sell. If an item arrives damaged or does not match the description provided on our website, you may be eligible for a refund or replacement under the following conditions:

  • Damage in Transit: If your artwork arrives damaged, please contact us within 7 days of receiving your order. We will ask for clear photographs of the damage and the packaging.
  • Misrepresentation: If the item you receive does not match the product description or images on our website, you may request a refund or exchange within 7 days of receiving the item.

Process for Requesting a Return or Refund

To request a return, refund, or exchange, please follow these steps:

  1. Contact Us: Email us at [email protected] with your order number, a description of the issue, and clear photographs of the item and its packaging (if applicable).
  2. Assessment: Once we receive your request, we will assess the situation and determine whether a return, refund, or exchange is appropriate.
  3. Return Authorization: Once approved, we will provide detailed return instructions or arrange a refund.

Return Shipping Costs

  • For Authorized Returns (Damaged or Misrepresented Items): Hidden Door Gallery will cover the return shipping costs. We will provide a prepaid shipping label or reimburse reasonable shipping costs if you choose to return the item on your own.
  • For Other Returns: If you are returning an item within the 14-day period for reasons not related to damage or misrepresentation, you are responsible for covering the return shipping costs.

Items Not Eligible for Return

The following circumstances are not eligible for returns, refunds, or exchanges:

  • Change of Mind after 14 days: We do not offer returns for buyers who change their mind after purchasing outside the 14-day return window.
  • Wear and Tear: The artwork we sell is often second-hand and may have slight imperfections or wear consistent with its age, which will be described in the product listing. These conditions are not grounds for a return.

Refunds

Once your return is approved and the item is received, we will process your refund within 7business days. Refunds will be issued to the original payment method used at checkout. Please note that it may take several business days for the refund to appear on your credit card or bank statement.

Shipping for Returns

Return shipping is only covered by Hidden Door Gallery if the return is due to damage or a misrepresentation of the item. For all other returns, including those under the 14-day return policy, customers are responsible for return shipping costs.

Legal Compliance for USA and Canada Shipping

  • For items shipped to the USA or Canada, all returns must comply with cross-border shipping regulations. Ensure all returned items are properly declared on customs forms to avoid delays or additional charges.
  • Hidden Door Gallery is not responsible for customs fees, taxes, or duties incurred during returns.

Contact Us

If you have any questions about our return policy or need further assistance, please don’t hesitate to contact us:

Hidden Door Gallery
Email: [email protected]

Phone: 604-314-7674

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Framing Guideline

Excellent:

  •  Frame is in excellent condition with no, or very minimal visible damage. 
  • No scratches, dents, or discoloration on the surface.

Good:

  • The frame is in very good condition with minimal signs of wear.
  • May have small, barely noticeable scratches or scuffs.

Fair:

  • The frame shows moderate signs of wear and use.
  • Scratches, scuffs, or minor dents may be visible on the frame.
  • The frame is functional but may benefit from minor touch-ups.

Worn:

  • The frame has significant signs of wear and aging.
  • Visible scratches, scuffs, dents, or fading are present.