HEYDA banner graphic reading RETURNS x REFUNDS, representing our guidelines for cancellations, returns, and refunds

Canadian Creative Atelier Cancellations, Returns, and Refunds Policy

Effective Date: Sep 15, 2026

At HEYDA, we create artisan custom artworks based on your vision. Each project requires a significant investment of time, creative energy, and specialized material, because of the nature of “on-demand” works. To ensure a productive partnership between clients and Atelier, we have outlined our policies on cancellations, returns, and refunds according to the following standards.

1. Prototype Phase

Each project begins with the creation of prototypes/mock-ups based on your Blueprint—the strategic result of our "Three-Point Framework" analysis. Typically within one working week after receiving the payment, we develop one to three custom prototypes/mock-ups for your selection.

Commitment: Upon project initiation, a portion of your payment is allocated as a Design Fee to cover the intellectual work required to analyze your requirements and translate the Blueprint into visual prototypes/mock-ups. For each project, the Design Fee is 150 CAD (plus applicable taxes).
Cancellations: During this phase, you have the option to cancel your project within 3 days after confirming your selected prototype/mock-up. You will receive a full refund excluding the non-refundable Design Fee. The remaining balance will be refunded to your original payment method.
Museum-Grade Recreations: For the projects that required only scale or minor tonal adjustments, they do not involve unique concept development. Those projects are exempt from the Design Fee, and a full refund will be issued if cancelled within 3 days after prototype/mock-up approval.
Cessation: Following the 3-days grace period, full refunds are no longer available as the project enters the critical working stages.
Processing: All refunds are issued within one working week after our confirmation email. Please note that third-party transaction fees (e.g., credit card processing fees) and additional time may apply.

2. Creation Phase

Once the client approves the prototype/mock-up, our artists begin the creation process. To balance client satisfaction and the work already invested, we offer a partial refund during this phase. After the 3-days grace period, if you choose to cancel within one working week, we will issue the refund as follows.

Bespoke Fine Art x Museum-Grade Recreations: Generally, as these artworks are considered resalable, we will issue a refund of up to 50% of the project total (calculated after the non-refundable Design Fee). In this case, we retain the right to complete those artworks or use as foundation for new creations and offer to other clients.
Master Style Portraits: We respect and protect our client privacies, therefore custom portraits are considered non-resalable as original states. For these projects, we issue a refund of up to 30% of the project total (calculated after the non-refundable Design Fee).
Large Size Artworks: Paintings (excluding Master Style Portraits) exceeding 1,296 sq in / 8,361 sq cm are categorized as “difficult-to-resell” due to their specialized scale. Therefore, we issue a refund of up to 30% of the project total (calculated after the non-refundable Design Fee).
Processing: All refunds are issued within one working week after our confirmation email. Please note that third-party transaction fees (e.g., credit card processing fees) and additional time may apply.

3. Approval Phase

The Approval Phase is the final collaborative checkpoint before the natural drying process and delivery. This stage ensures the physical artwork aligns with the vision established during the prototype phase.

Final Review: Upon completion, we provide high-resolution photos of the completed canvas for your final approval. This is your opportunity to ensure the work meets the standards defined in our Terms x Conditions.
Framework: As clarified in Process x Delivery, you may approve the work as-is or request reasonable modifications. We offer up to two rounds of refinements. If adjustments are requested, we will refine the artwork and provide digital proof of the adjustments within two weeks for your re-approval.
Acceptance: If the final artwork meets the standards defined in our Terms x Conditions but you choose to cancel at this stage, we will issue a refund of up to 10% of the project total (calculated after the Design Fee).
Large Size Artworks x Master Style Portraits: Due to their specialized nature and privacy constraints, we only refund the upfront International delivery fees for clients outside Canada and the US.
Refusal: In the rare event that the final artworks, following the provided refinement rounds, fail to meet the standards defined in our Terms x Conditions, we will provide a full refund of the project total (excluding the Design Fee and applicable taxes).
Processing: All refunds are issued within one working week after our confirmation email. Please note that third-party transaction fees (e.g., credit card processing fees) and additional time may apply.

4. Post-Delivery

Upon successful delivery, the project is completed. To honor the partnership between clients and Atelier, we address post-delivery requests with the following standards:

Artwork Quality: The quality assessments are defined in our Terms x Conditions. Influenced by your environment's lighting and background wall colors, an acrylic or oil on canvas painting might appear slightly different in comparison to the photograph provided for approval before the natural drying process and delivery. This is an inherent characteristic of custom fine art and not a defect.
Bespoke Fine Art x Museum-Grade Recreations: Within 30 days after receiving the delivery, for any reason other than damage during delivery, you can return the artwork and receive a refund of up to 10% of the project total (calculated after the Design Fee). In this event, we retain full ownership and the right to reuse, resell, and reproduce the artwork.
Large Size Artworks x Master Style Portraits: Due to their specific natures, they are considered Final Sale and are ineligible for return and refund once successfully delivered.
Return Logistics: The client assumes full responsibility for the safe return of the artwork to our Atelier in Nova Scotia, Canada. All costs related to the return—including delivery fees, insurance, taxes, and cross-border tariffs—are entirely the client’s responsibility. If we have to pay a fee to accept the return package from the courier (like unpaid duties or collect-on-delivery fees), that exact amount will be deducted from your final refund.
Non-Refundable Fees: Original delivery fees—including the upfront International delivery fees for clients outside Canada and the US—customs duties, and third-party transaction fees are non-refundable.
Processing: The canvas must be returned in its original, unused, and undamaged condition. After receiving and inspecting the returned canvas, we will email you the confirmation and issue the refund within one working week. Please note that third-party transaction fees (e.g., credit card processing fees) and additional time may apply.

5. Lost x Damaged Delivery

To ensure a safe journey, we utilize double-layer protection and partner with leading global carriers. However, in the rare event of a lost or damaged shipment, we fully support our clients in working with the carrier to find a resolution. For detailed information regarding transit issues, insurance claims, and reporting windows, please refer to our Terms x Conditions under Section 4: Logistics x Global Delivery.

6. Tax x Duty x Tariff

International clients serve as the "Importer of Record" for all shipments.

Financial Responsibility: We are not responsible for VAT, GST, Trade Tariffs, brokerage fees or any import/export fees incurred during the original delivery or the return process.
Return Estimates: We recommend consulting your local customs office to estimate these potential fees prior to initiating a return, as government related fees are non-refundable.

7. Communication

To request cancellations, returns, or refunds, please contact us via our email art@heyda.ca with your unique Order Confirmation Number. We will review your request and provide feedback within a reasonable and timely manner.

Disclaimer: This document serves as a business-client agreement, not legal advice. For specific legal inquiries, please consult with a legal professional.