RETURNS
x
REFUNDS
Effective Date: May 9, 2026
Every HEYDA creation is a bespoke, hand-painted journey tailored to your unique vision. Because our works are commissioned 'on-demand,' they require a deep investment of time, creative energy, and specialized material. To ensure a fair and transparent partnership between our clients and Atelier, we’ve outlined our policies on cancellations, returns, and refunds through the following standards.
1. Prototype Phase
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The journey begins with the creation of custom prototypes based on your Blueprint—the strategic result of our "Three-Point Framework" analysis.
- Commitment: Upon project initiation, a portion of your payment is allocated as a Design Fee of 150 CAD (plus applicable taxes). This covers the intellectual work and technical drafting required to analyze your requirements and translate the resulting Blueprint into digital prototypes.
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- Cancellations: If you choose to cancel during this phase (typically within 3 days of payment), the Design Fee is non-refundable. Any remaining balance will be refunded to your original payment method.
- Museum Adaptations: While these projects require prototypes to confirm dimensions and minor tonal adjustments, they do not involve unique concept development. Therefore, Museum Adaptations are exempt from the Design Fee, and a full refund will be issued if cancelled before the "Creation Phase" (painting) begins.
- Processing: All refunds are issued within one week of our confirmation email. Please note that third-party transaction fees (e.g., credit card processing fees) may apply.
2. Creation Phase
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Once a prototype is approved, our masters commence the meticulous hand-painting and layering process. To account for the specialized materials and artisan labor already invested, full refunds are not available. However, prioritizing client satisfaction, we offer a partial refund window if you choose to cancel within 7 days of prototype confirmation.
- Bespoke Originals x Museum Adaptations: As these works may be completed and offered to our portfolio, HEYDA retains the right to complete and resell the artwork. In this event, we will issue a refund of 50% of the project total (calculated after the non-refundable Design Fee).
- Master Style Portraits: To protect client privacy, custom portraits are considered non-resalable regardless of size. For these projects, we issue a refund of 30% of the project total (calculated after the non-refundable Design Fee).
- Large Format Artworks: Artworks (excluding Master Style Portraits) exceeding 1,296 sq in / 8,361 sq cm are categorized as "difficult-to-resell" due to their specialized scale. We issue a refund of 30% of the project total (calculated after the non-refundable Design Fee).
- Cessation: Following the 7-day grace period, full refunds are no longer available as the project enters the critical working stages.
- Processing: All refunds are issued within one week of our confirmation email. Refunds are calculated based on the net amount; please note that third-party transaction fees may be deducted by your provider.
3. Approval Phase
The Approval Phase is the final collaborative checkpoint before your masterpiece is prepared for its global journey. 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 finished canvas for your final inspection. This is your opportunity to ensure the work meets the standards defined in our Terms x Conditions.
- Framework: As noted in Process x Delivery, you may approve the work as-is or request reasonable modifications. If adjustments are requested, we will refine the artwork and provide digital proof of the adjustments within one week for your re-approval. We offer up to two rounds of refinements.
- 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 20% of the project total (calculated after the Design Fee). Large Format Artworks and Master Style Portraits are non-refundable at this stage due to their specialized nature and privacy constraints.
- Refusal: In the rare event that the final artwork, following the provided refinement rounds, fundamentally fails to meet the standards defined in our Terms x Conditions, we will provide a full refund (excluding the Design Fee and applicable taxes).
- Processing: All refunds are issued within one week of our confirmation email. Refunds are calculated based on the net amount; please note that third-party transaction fees (e.g., credit card processing) may be deducted by your provider.
4. Post-Delivery
Upon successful delivery of your masterpiece, the project is considered complete. To honor the collaborative process and the high standards established during the previous phases, we address post-delivery requests with the following standards:
- Artwork Quality: All quality assessments are defined in our Terms x Conditions. Please note that while our previews are color-corrected, a physical canvas interacts with its environment differently than a backlit screen. Variations in room lighting, monitor calibrations, and natural pigment textures are inherent to fine art and do not constitute a defect.
- Bespoke Originals x Museum Adaptations: If you choose to return the artwork for any reason other than damage during delivery, we will issue a refund of 10% of the project total (calculated after the Design Fee). In this event, HEYDA retains full ownership and the right to reuse, resell, and reproduce the artwork.
- Large Format Artworks x Master Style Portraits: Due to their specialized scale and personal nature, they are considered Final Sale and are ineligible for return or refund once delivered.
- Return Logistics: The client assumes full responsibility for the safe return of the artwork to our Atelier in Nova Scotia, Canada. All return shipping costs, including insurance and tracking, are the responsibility of the client.
- Processing: Refunds are issued within two weeks of our receipt and inspection. The canvas must be returned in its original, unused, and undamaged condition.
- Non-Refundable Fees: Original international shipping fees, customs duties, and third-party transaction fees are non-refundable.
5. Lost x Damaged Delivery
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To ensure a safe journey, we utilize double-layer protection and partner with leading global carriers.
- Carrier Liability: For 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
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International clients serve as the "Importer of Record" for all shipments.
- Financial Responsibility: HEYDA is not responsible for VAT, GST, regional Trade Tariffs, or any brokerage fees incurred during the original delivery or the return process.
- Return Estimates: We recommend consulting your local customs office to estimate these costs prior to initiating a return, as government-levied fees are non-refundable.
7. Communication
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To request Cancellations x Returns x Refunds, please contact us at art@heyda.ca with your unique Order Confirmation Number.