Refund & Return Policy
Last updated: March 19, 2026
1. Overview
We want you to be happy with every purchase you make from us, whether online or in person at our gallery. Please read this policy carefully as it differs depending on the type of product purchased.
2. Original Artwork
All sales of original artwork — including paintings, sculptures, and other one-of-a-kind works — are final. We do not accept returns or offer refunds on original artwork.
We take great care to accurately represent every work through detailed photography, descriptions, and dimensions. If you have questions or would like additional images or information about a piece before purchasing, we encourage you to contact us or visit us in person at the gallery before completing your purchase.
We do offer a sleepover program to help you decide on the perfect piece.
3. Merchandise Returns
We accept returns on functional glassware & jewellery within 14 days of the delivery date for a full refund to your original payment method.
To be eligible for a return, items must be:
- Unused and in their original condition
- In original packaging with all tags attached
- Accompanied by proof of purchase (order confirmation or receipt)
Items that are used, washed, damaged by the customer, or missing original packaging are not eligible for return.
4. How to Initiate a Return
To start a return, please contact us at hello(at)hsquaredgallery.com within 14 days of receiving your order. Include your order number and the reason for your return. We will respond with return instructions within 2 business days.
Please do not send items back without first contacting us, as unauthorized returns may not be processed.
5. Return Shipping
Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method, as we cannot be held responsible for items lost or damaged in transit on their way back to us. Original shipping charges are non-refundable.
Once we receive and inspect your return, we will process your refund within 5–7 business days. You will receive an email confirmation when your refund has been issued. Please allow additional time for your bank or card provider to post the refund to your account.
6. Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 48 hours of delivery at hello(at)hsquaredgallery.com with your order number and clear photos of the damage or defect. We will work with you to resolve the issue promptly, which may include a replacement, store credit, or full refund at our discretion.
Please retain all original packaging when reporting a damaged shipment, as it may be required for a carrier claim.
7. Wrong Item Sent
If you received an item different from what you ordered, please contact us within 14 days of delivery and we will arrange to send you the correct item and cover the cost of returning the incorrect one. We apologize for any inconvenience and will prioritize resolving the issue quickly.
8. Sale & Discounted Items
Items purchased on sale or at a discounted price are final sale and are not eligible for return or refund unless they arrive damaged or defective. This applies to both merchandise and any promotional offers.
9. In-Gallery Purchases
Purchases made in person at our gallery are subject to the same product-specific policies above — original artwork sales are final, and merchandise may be returned within 14 days of purchase with a receipt in its original condition.
Please note that in-gallery purchases must be returned in person or by arrangement with our team. Contact us at hello(at)hsquaredgallery.com or visit us at 598 second avenue, fernie, bc during business hours to arrange a return.
10. Commissions & Custom Orders
If you have placed a commission or custom order, please refer to the terms outlined in your commission agreement, as separate terms will apply. Generally, deposits on commissioned works are non-refundable.
11. Contact Us
If you have any questions about this policy or your order, we're happy to help.
h squared gallery, 598 second avenue, fernie, bc, vob imo
Email: hello(at)hsquaredgallery.com
Phone: 1 788 5195100
Gallery Hours: M-S 11am to 5pm, Sunday 11am to 4pm