Return and Exchange Policy
Return & Refund Policy
At Efantasy Gallery, we specialize in large sculptures, bronze sculptures, stainless steel sculptures, outdoor art pieces, and custom-made artworks. Because many of our products are oversized, heavy, handcrafted, or made to order, our return and refund policy is designed to be fair, transparent, and suitable for the nature of our products.
Please read this policy carefully before placing your order.
1. Return Eligibility
We accept returns for eligible non-custom, in-stock items under the following conditions:
- The return request must be submitted within 14 days after delivery.
- The item must be unused, undamaged, and in its original condition.
- The item must be returned in its original packaging or equivalent protective packaging.
- The customer must contact us and receive return authorization before sending any item back.
Returns sent without prior authorization may not be accepted.
2. Non-Returnable Items
Due to the nature of our products, the following items are not eligible for return or refund unless they arrive damaged or defective:
- Custom-made sculptures
- Personalized or made-to-order items
- Items with custom size, color, finish, material, base, or design requirements
- Items that have already entered production after customer confirmation
- Final sale or clearance items
- Items damaged after delivery due to improper handling, installation, storage, or use
Custom orders are specially made according to the customer’s requirements and cannot be resold. Therefore, custom-made products are non-returnable and non-refundable once production has started.
3. Custom Orders
For custom sculptures and made-to-order artworks, production begins after order confirmation, design approval, or deposit/payment confirmation.
Once production has started:
- The order cannot be canceled for a full refund.
- The item cannot be returned due to change of mind.
- The item cannot be refunded because of personal preference differences, including minor variations in color, texture, patina, polishing, surface finish, or handcrafted details.
Please note that handmade sculptures may have slight variations. These variations are part of the artistic and handcrafted nature of the product and are not considered defects.
4. Order Cancellation
For non-custom in-stock items, cancellation requests must be submitted before the item is shipped.
For custom or made-to-order items:
- Orders may be canceled only before production begins.
- Once production has started, cancellation may not be accepted.
- If cancellation is approved after design work, material preparation, or production planning has started, related costs may be deducted from the refund.
5. Damaged or Defective Items
Please inspect your item carefully upon delivery.
If your item arrives damaged or defective, please contact us within 48 hours of delivery and provide the following:
- Your order number
- Clear photos of the damaged item
- Photos of the outer packaging
- Photos of the inner packaging
- A brief description of the issue
For freight or oversized deliveries, please inspect the package before signing for delivery whenever possible. If visible damage is found, please note the damage on the delivery receipt and contact us immediately.
After reviewing the evidence, we may offer one of the following solutions depending on the situation:
- Replacement parts
- Repair guidance
- Partial refund
- Replacement item
- Insurance claim assistance
Damage claims submitted after 48 hours may be more difficult to process with the carrier or insurance provider.
6. Return Shipping Costs
Unless the return is due to our error or a confirmed product defect, the customer is responsible for all return shipping costs.
For large, heavy, or oversized sculptures, return shipping costs can be significant. The customer is responsible for arranging safe return transportation and proper packaging.
Original shipping charges, freight charges, customs duties, taxes, installation fees, handling fees, and other related service fees are non-refundable unless required by law.
7. Refunds
Once we receive and inspect the returned item, we will notify you whether the refund is approved.
If approved, the refund will be issued to the original payment method. Please allow several business days for your bank or payment provider to process the refund.
We reserve the right to deduct costs for:
- Missing parts
- Damaged packaging
- Product damage caused by return shipping
- Cleaning, restoration, or repackaging
- Loss of value caused by improper handling
8. Exchanges
Exchanges may be accepted for eligible non-custom items, subject to availability.
For large sculptures, the customer may be responsible for shipping costs both ways unless the exchange is due to our error or a confirmed defect.
Custom-made items are not eligible for exchange unless they arrive damaged or defective.
9. Color, Size, and Handcrafted Variations
Many of our sculptures are handmade or hand-finished. Slight variations in color, texture, surface finish, patina, welding marks, polishing marks, or dimensions may occur.
These natural handmade variations are not considered defects and do not qualify for return or refund.
10. International Orders, Customs, and Duties
For international orders, customers are responsible for any customs duties, import taxes, brokerage fees, or local charges required by the destination country.
Delays caused by customs clearance are outside our control and are not considered grounds for order cancellation or refund.
11. How to Request a Return or Report an Issue
To request a return, cancellation, exchange, or damage claim, please contact us first:
Contact: +1 (213) 294-5310
Email: osborgeorge@gmail.com
Please include your order number and a clear description of your request.
We will review your request and provide further instructions.