Refund policy

Return & Refund Policy

Efantasy Gallery
Last Updated: May 29, 2026

At Efantasy Gallery, we specialize in large-scale stainless steel sculptures, bronze sculptures, marble sculptures, outdoor art installations, water feature sculptures, and custom-made artworks. Because our products are oversized, heavy, handcrafted, or made to order, our return and refund policy is specifically designed for the nature of our products and the sculpture industry.

Please read this policy carefully before placing your order. If you have any questions, contact us before purchasing.

1. Return Eligibility

We accept returns for eligible non-custom, in-stock items under the following conditions:

Return request must be submitted within 14 days after the item is delivered.
The item must be unused, undamaged, and in its original condition.
The item must be returned in its original or equivalent protective packaging.
Customer must contact us and receive written return authorization before sending any item back.

Returns sent without prior written authorization will not be accepted. The return address will be provided only after your return request is approved.

2. Non-Returnable Items

The following items are not eligible for return or refund unless they arrive damaged, defective, or significantly different from the confirmed order details:

Custom-made or made-to-order sculptures.
Personalized items with custom size, color, finish, material, base, or design.
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 sculptures are individually created to your specifications and cannot be resold. Once production begins, custom orders are non-returnable and non-refundable, except in cases of confirmed damage, defect, or significant deviation from the agreed order details.

3. Custom and Made-to-Order Sculptures

For all custom sculptures and made-to-order artworks, production begins after order confirmation, design approval, and deposit or full payment confirmation.

Once production has started, the order cannot be canceled for a full refund, and the item cannot be returned due to change of mind.

Minor variations in color, texture, patina, polishing, surface finish, or handcrafted details are not considered defects.

Handmade sculptures are artistic pieces. Natural variations in surface finish, welding, polishing, and patina are part of the handcrafted character of the work and do not qualify for return or refund.

This does not affect your rights if the item arrives damaged, defective, or significantly different from the confirmed and approved order details.

4. Order Cancellation

For non-custom in-stock items, cancellation requests must be submitted before the item is shipped. Once shipped, the order cannot be canceled.

For custom or made-to-order items, orders may be canceled only before production begins. Once production has started, cancellation requests may not be accepted. If cancellation is approved after design work, material sourcing, or production preparation has started, related costs will be deducted from any refund.

5. Damaged or Defective Items

Please inspect your item carefully upon delivery.

If your item arrives damaged or defective, contact us within 48 hours of delivery and provide the following:

Your order number.
Clear photos of the damaged item from multiple angles.
Photos of the outer packaging.
Photos of the inner packaging and packing materials.
A brief written description of the issue.

For freight or oversized sculpture deliveries, please inspect the package before signing whenever possible. If visible damage is found, note it on the delivery receipt and contact us immediately.

After reviewing the evidence, we will offer one of the following solutions: replacement parts, repair guidance or compensation, partial refund, full replacement item, or insurance claim assistance.

Damage claims submitted after 48 hours may be difficult to process with the freight carrier or insurance provider. We strongly recommend immediate inspection upon delivery.

6. Return Shipping Costs

Unless the return is due to our confirmed error or a verified product defect, the customer is responsible for all return shipping costs. For large, heavy, or oversized sculptures, return freight costs can be substantial. The customer is responsible for arranging safe return transportation and adequate protective packaging.

The following are non-refundable unless required by applicable law: original shipping and freight charges, customs duties, import taxes and brokerage fees, installation fees and handling fees, and any other related service fees.

7. Refunds

Once we receive and inspect the returned item, we will notify you of the refund decision within 5 business days.

If approved, the refund will be issued to the original payment method. Please allow up to 14 business days for the refund to appear, depending on your bank or payment provider.

We reserve the right to deduct reasonable costs for missing parts or accessories, damaged or missing original packaging, product damage caused during return shipping, cleaning, restoration, or repackaging costs, and loss of value caused by improper handling.

8. Exchanges

Exchanges may be accepted for eligible non-custom in-stock items, subject to availability.

For large sculptures, the customer may be responsible for shipping costs in both directions, unless the exchange is due to our confirmed error or defect.

Custom-made items are not eligible for exchange unless they arrive damaged, defective, or significantly different from the confirmed order details.

9. Color, Finish and Handcrafted Variations

Many of our sculptures are handmade or hand-finished by skilled craftspeople. The following natural variations are not considered defects and do not qualify for return or refund:

Slight variations in color or surface tone.
Variations in texture, patina, or mirror polish intensity.
Minor welding marks or grinding marks.
Small dimensional differences within industry-standard tolerances.
Natural surface characteristics of stainless steel, bronze, or marble.

If the item is significantly different from the confirmed and approved order details, please contact us and we will review the issue promptly.

10. International Orders, Customs and Duties

For international orders, customers are responsible for all customs duties, import taxes, brokerage fees, and local charges required by the destination country.

Delays caused by customs clearance are outside our control and are not grounds for cancellation or refund.

We are not responsible for items seized or delayed by customs authorities.

11. How to Contact Us

To request a return, report damage, request cancellation, or ask any questions about your order, please contact us:

Email: info@efantasygallery.com
Phone: +1 (213) 294-5310
Address: ROOM AL, 11/F WINNER BUILDING, 36 MAN YUE STREET, HUNG HOM, Kowloon, Hong Kong 999077
Business Hours: Monday to Friday, 9:00 AM to 6:00 PM (HKT)

Please include your order number and a clear description of your request when contacting us. We will respond within 1 to 2 business days and provide further instructions.

Please do not send any item back without written return authorization. The return address will be provided only after your request is reviewed and approved.