RETURN & CANCELLATION POLICY

At GORDON GU, we take immense pride in crafting museum-grade art furnishings and crystal masterpieces designed to elevate your spatial vision. Your ultimate satisfaction is integral to our brand philosophy, and we strive to ensure every acquisition meets your highest expectations. Please review our comprehensive refund, return, and cancellation policy below.

1. ELIGIBILITY FOR RETURNS

Our collections are handcrafted with uncompromising precision and artistic detail. To maintain the integrity of our creations and provide every client with pristine pieces, we accept returns under the following conditions:

• Time Frame: You may request a return within 30 days of receiving your acquisition.
• Condition: The piece must be in its original, unused condition with all original packaging, certificates, and accessories intact. Items that show any signs of installation, use, damage, or alteration will not be eligible for a return.
• Documentation: Valid proof of purchase and detailed photographs of the item must be provided to our concierge team when initiating a return request.

2. NON-REFUNDABLE ITEMS

• Bespoke & Custom Commissions: Due to the highly personalized nature of our bespoke art furnishings and custom-designed crystal pieces, these commissions are final sale and are not eligible for return or refund.
• Exhibition & Clearance Pieces: All items purchased during archive sales or clearance events are final sale.

3. RETURN PROCESS & LOGISTICS

To initiate a return, please securely repackage the piece and contact our dedicated team at info@gordongu.art. Our concierge will assist you and issue the official return shipping label.

Return Shipping Costs & Condition Assessment: If you wish to return a piece that has no quality defects or damage, please note that you will be responsible for the return logistics costs. If the item is damaged during the return transit due to insufficient packaging, our team will evaluate the piece and issue an appropriate refund based on its salvageable condition. A restoration/damage fee starting at 25% of the purchase price will apply. If the piece is deemed unsalvageable, we reserve the right to decline the refund entirely.

4. DAMAGED OR DEFECTIVE UPON ARRIVAL

In the rare event that your masterpiece arrives damaged or with a manufacturing defect, please notify us within 48 hours of white-glove delivery:

1. Email info@gordongu.art with your order number, clear photographs/videos of the damage, and the packaging condition.
2. Once verified by our artisans, we will offer a swift exchange, expert repair, or a full refund (including return shipping logistics), depending on the severity of the damage and the rarity of the piece.

5. EXCHANGES

We strictly replace items only if they are defective or damaged upon arrival. If you require an exchange for the exact same model, please reach out to our concierge team at info@gordongu.art.

6. CANCELLATION POLICY

We understand that spatial planning and design visions may evolve. Please review our cancellation protocol carefully:

Cancellations Before Payment:

1. Log into “My Account” and navigate to “My Orders”.
2. Select the relevant order number.
3. Click “Delete this order” to confirm your cancellation.

Cancellations After Payment:

• Before Order Confirmation: Orders can be canceled without incurring any administrative fees.
• After Order Confirmation (Before Shipping): Cancellations may be subject to a standard processing fee to cover internal administrative and allocation costs.

Cancellations for Bespoke/Customized Commissions:

• If you wish to cancel a custom commission after our artisans have commenced the customization work, but before shipping, a 20% service and material fee will be deducted from your refund to cover the bespoke labor and material allocation.
• Once a customized masterpiece has been dispatched, cancellations are strictly prohibited.

Post-Shipping Cancellations (Not Accepted): For all acquisitions, including standard collections and bespoke commissions, once the piece has been handed over to our global logistics partners and shipped, it cannot be canceled under any circumstances. Our creations are often large, fragile, and involve complex, high-value overseas freight logistics.

Refunds for Approved Cancellations: If an order cancellation is approved prior to shipping, the refund will be processed to your original payment method. For custom commissions, the aforementioned 20% artisan fee will apply if work has already commenced.

For any expedited cancellation requests, please urgently contact info@gordongu.art with your order details.

Any acquisition made on gordongu.art indicates your full understanding and acceptance of the Return & Cancellation Policy stated above. GORDON GU reserves the right to update or refine these protocols at our sole discretion.