Refund policy
At Hamilton Williams Gallery & Studio, we strive to ensure your satisfaction with our products. Please review our return policy for in-store and online purchases below.
In-Store Purchases
Purchases made in-person at Hamilton Williams Gallery & Studio, located at 403 E Union St, Morganton, NC, 28655, USA, can be returned or exchanged within 30 days of purchase with store receipt. Returned items must be unused and in the same condition as when purchased. For returns, we offer exchanges, store credit, or a gift card. Refunds are only available if an item is shown to be damaged or defective before purchase. We do not offer returns or refunds on gift cards.
Please note that consigned goods cannot be returned after the close of the month in which they were purchased.
Online Purchases
For online purchases, requests for refunds must be made within 14 days of package delivery, and returns must be received within 30 days of the original delivery date. To return an item or request a refund, please contact us at 828-438-1595 or info@hamiltonwilliams.com with the purchaser’s name, purchase date, item(s) purchased, shipping address, and the reason for the return.
To be eligible for a return, your item must be unused and in the same condition as when you received it. We do not offer returns or refunds on gift cards. Special and custom orders cannot be returned unless they are damaged in transit.
Deposits for Special, Custom, and Made-to-Order Work
Deposits paid for any special orders, custom work, or made-to-order items are non-refundable once production has begun. These deposits cover the materials, labor, and production time allocated to creating the requested work and cannot be refunded under any circumstances, including situations where the completed order is not picked up or is later abandoned. For full details, please see the “Custom and Made-to-Order Work; Order Pickup Policy” in our Terms of Service.
Damaged Items
If your order arrives damaged, please contact us within 5 days of delivery to file a damage claim. Follow these steps:
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Document the damage with digital photos: before opening the box if the outside is damaged, after opening the box if the product inside is damaged, and after removing the item from its packaging.
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Email the photos to info@hamiltonwilliams.com.
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Retain the box and packaging materials for the damage claim process.
We will assess the damage and work with you to resolve the issue through repair, replacement, store credit, or refund.
Refunds
Once we receive and inspect your return, we will notify you via email regarding the approval or rejection of your refund. Please note that we cannot provide refunds for any items that have been damaged or altered. If approved, your refund will be processed, and a credit will be issued to your original method of payment.
Late or Missing Refunds
Refunds may take 7–10 business days to appear in your payment account. If you haven’t received your refund, please first check your bank account again, then contact your credit card company and your bank, as there may be processing time before the refund is posted. If you have done all of this and still have not received your refund, please contact us at info@hamiltonwilliams.com.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same one, please email us at info@hamiltonwilliams.com and send your item to: 403 E Union St, Morganton, NC 28655, USA.
Return Shipping
To return your product, please send it to 403 E Union St, Morganton, NC 28655, USA. You will be responsible for paying your own shipping costs for returning your item. The time it may take for your exchanged product to reach you may vary depending on your location. If you are shipping an item over $55, consider using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.