Refund policy

Returning or Exchanging Items Purchased In-Store

If you are dissatisfied with any item purchased, we will take reasonable action to amend the situation. Simply return items in their original condition with proof of purchase within 30 days for a full refund or credit applied to a gift card. Please note that some conditions apply:

  • Items without proof of purchase or returned past 30 days are subject to review
  • All Pens and Markers are final sale
  • All Special Order Items and Clearance Items are final sale
  • Custom Order Products are subject to a 30% restocking fee based on the total cost of the custom piece being returned, including custom framing, painting surfaces, and stretchers. Custom digital prints and matting are final sale, and are not eligible for refunds.
  • Defective Items are subject to review and may have special requirements where manufacturer warranties are offered

We provide refunds back in the same form that the purchase was paid for. For items paid for by credit card or debit, the refund must be applied to the same card used to make the purchase. For items paid for by cash, a cash refund will be issued. For large cash returns, a cheque may need to be issued and sent to you at a later date.

 

Returning or Exchanging Items Purchased Online (National Mail Order)

If you have changed your mind on an item, and it is still in new, unused condition, please contact our National Mail Order team within 30 days of your purchase. Please reach our National Mail Order Service by phone at 1-800-663-6953 or email us at sales@opusartsupplies.com for further information.

Please note, there are some exceptions to this return policy:

  • Aerosol cans, pens, markers, and other FINAL SALE merchandise.
  • For custom orders, such as custom frames, canvas, and panels, a 30% restocking fee will be applied.
  • No exchanges or returns will be accepted for final sale items, including frames shipped with glass and clearance items.
  • Special orders are a final sale, unless the product is defective. If the product you received is defective, please contact us within 2 weeks (14 days) to let us know. We will then arrange to have a replacement sent to you.

In some cases you may be able to return your mail order purchase to an Opus store, however, we still recommend you contact our National Mail Order Department first to make arrangements.


Parcels Damaged in Transit

When your parcel arrives, please inspect the outside of the packaged to see if it has been damaged in any way. If you note there is substantial damage to the package or your goods, please:

  • Refuse delivery of the parcel; This will have the package sent back to our National Mail Order Service.
  • Take a picture of the damaged package, if possible.

If you have accepted the parcel and upon opening it have found damaged goods please contact our National Mail Order Department at 1-800-663-6953 or e-mail us at sales@opusartsupplies.com as soon as possible so we can replace the damaged product. We will need to see proof of the damaged goods before we can process the return or exchange.


Shipping Returns & Exchanges Back to Opus

To initiate a return or exchange for an item purchased via mail order, contact our National Mail Order Department at 1-800-663-6953 or e-mail us at sales@opusartsupplies.com to discuss the options, and to obtain a Return Authorization Number if a return or exchange is decided upon.

We cannot process refunds until we have received the product back in good condition. Ensure a) the product is properly and safely packaged, with the Return Authorization Number written on the outside of your package, and b) ship your parcel back to Opus via Canada Post Regular Parcel Service. These are important steps in ensuring that your refund can be processed effectively.

If the product is damaged or defective, we will refund your regular parcel post shipping costs when we receive the item. If you are returning an item because you have changed your mind about the product, then the return postage will not be reimbursed. This is subject to the product arriving back to us in satisfactory condition.

If you have any questions regarding a return or exchange for items purchased through mail order, please contact our National Mail Order Department at 1-800-663-6953 or e-mail us at sales@opusartsupplies.com

For questions regarding a return or exchange for items purchased through at one of our Opus stores, please contact the store the purchase was made at by phone or in person.