Refund policy

Return & Refund Policy – Alexandria Gallery

Last updated: October 15, 2025

At Alexandria Gallery, we take great pride in representing Naive Art and ensuring that every artwork, print, and collectible is prepared and shipped with exceptional care.
Because each piece is unique or produced in limited quantities, all sales are final. Please review our policy carefully before completing your purchase.

1. All Sales Are Final

All original artworks, limited-edition prints, and custom pieces are non-returnable and non-refundable once purchased.
This policy is in place to protect the integrity of our artists’ work and prevent damage or mishandling of valuable art during unnecessary returns.

Exception: A return or refund may be considered only if the item arrives damaged or defective as a direct result of shipping.

2. Damaged or Defective Items

If your artwork arrives damaged or defective, please contact us within 48 hours of delivery at ifalberg@yahoo.com with the following:

1. Your order number

2. Clear photos of:

   • The outer packaging

   • The damaged area(s) of the artwork or frame

   • The shipping label

3. A brief description of the issue

Once we receive this information, we’ll review the case and coordinate with the carrier’s insurance provider.

⚠️ Important: Keep all original packaging materials until your claim is resolved.
Without the packaging, we cannot process insurance or refund requests.

3. Refunds for Approved Claims

If your damage claim is approved:

• We will either issue a replacement (if available) or a full or partial refund to your original payment method.

• Refunds are typically processed within 7–10 business days after carrier confirmation.

• Original shipping costs are non-refundable unless the damage resulted from our error.

We do not issue refunds for:

• Buyer’s remorse or change of preference

• Incorrect shipping address provided by the customer

• Delays caused by carriers or customs (if applicable)

• Artwork that arrives safely but differs slightly in color due to screen variations

4. Cancellations

Once an order is submitted and payment is processed, it cannot be canceled, as many of our items are packed, insured, or prepared for shipment immediately.

If you reach out within one hour of purchase, we’ll do our best to assist but cancellation is not guaranteed.

5. Lost or Stolen Packages

We are not responsible for packages that are:

• Marked as “Delivered” by the carrier, but not received, or

• Lost or stolen after successful delivery

Customers must contact the carrier directly to initiate a delivery investigation.
We will provide documentation and assistance when possible but cannot issue refunds until the carrier determines responsibility.

6. Custom or Commissioned Artwork

Custom orders, commissions, and personalized artworks are non-refundable and non-returnable under all circumstances, as they are created specifically for each client.
A signed agreement or written approval from the customer serves as final acceptance of the commission.

7. Exchanges

We do not offer direct exchanges for any item.
If a return is exceptionally approved, a store credit may be issued at the gallery’s discretion, valid for use on future purchases within 6 months.

8. Our Commitment

We stand by the quality of every artist and artwork we represent.
If any issue arises with your order, please contact us at ifalberg@yahoo.com. Our team will review each situation fairly and in good faith to ensure both the collector and the artist are treated with respect.

9. Contact Information

For any questions or concerns regarding this policy, reach us at:
📧 ifalberg@yahoo.com
📍 Alexandria Gallery – Cleveland, Ohio
🕒 Monday–Friday, 11 AM – 5 PM (EST)