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Refund & Returns Policy
Last updated: September 2026
At NOJ Culture, each artwork is handled with care and attention to its artistic and material characteristics. We want you to feel confident when purchasing an artwork from our online store.
This policy explains our procedures for returns, refunds, cancellations and artworks that may arrive damaged or differ from the order placed.
1. Returns and Right of Withdrawal
If you are a consumer located in the European Union, you generally have the legal right to withdraw from an online purchase within 14 days of receiving the artwork, without providing a reason.
To exercise this right, you must notify us clearly within the applicable withdrawal period by contacting us at:
info.nojculture@gmail.com
The artwork must then be returned within the applicable period and must be adequately protected for transportation.
Unless otherwise agreed, the cost of returning an artwork following a change of mind is the responsibility of the customer. We recommend using a fully trackable and insured shipping service.
This statutory right does not affect any other rights you may have under applicable consumer protection laws.
2. Return Address
Approved returns should be sent to:
NOJ Culture
Via di Belmonte 17/C
50012 Antella, Bagno a Ripoli (FI)
Italy
Please contact us before sending any return. We cannot guarantee acceptance of an unsolicited return or a package sent without prior confirmation.
3. Condition of Returned Artworks
Returned artworks must be sent back in substantially the same condition in which they were received.
The customer is responsible for any reduction in the value of the artwork resulting from handling beyond what is reasonably necessary to inspect its nature, characteristics and condition.
For this reason, we strongly recommend keeping the original packaging until you are certain that you wish to keep the artwork.
Artworks that are returned damaged as a result of inadequate packaging may be subject to a deduction reflecting the loss in value, where permitted by applicable law.
4. Custom-Made and Personalised Artworks
The right of withdrawal does not generally apply to artworks that have been made to order, customised or produced according to specific dimensions, specifications or requirements requested by the customer, where an applicable legal exemption applies.
This may include, for example:
- artworks produced in a specific custom size;
- photographic works printed specifically to a customer’s requested dimensions;
- commissioned artworks;
- artworks produced with specifically requested materials, colours or formats.
Before beginning production of a customised artwork, we will confirm the relevant specifications and pricing with the customer.
If you are unsure whether an artwork is considered custom-made, please contact us before placing your order.
5. Photographic Prints
Selected photographic and digital works may be produced as high-quality prints on canvas or other professional materials in different sizes.
Where a print is produced specifically according to the customer’s requested size, format or other specifications, it may be considered a custom-made product and may therefore be excluded from the statutory right of withdrawal where permitted by applicable law.
The available sizes and production options will be specified before purchase.
6. Damaged Artwork on Delivery
All artworks are carefully inspected and securely packaged before shipment.
If an artwork arrives visibly damaged, please contact us as soon as possible after delivery and, where possible, provide:
- photographs of the external packaging;
- photographs of the internal packaging;
- clear photographs of the artwork and any visible damage;
- your order number.
Please retain the original packaging and shipping materials until the matter has been resolved, as they may be required for a carrier claim.
If the artwork has been damaged during transportation, we will assess the situation and work with the customer and the shipping carrier to find an appropriate solution in accordance with applicable law.
7. Incorrect or Non-Conforming Artwork
If you receive an artwork that is materially different from the artwork ordered, or if it has a manufacturing or other defect for which NOJ Culture is responsible, please contact us promptly.
Depending on the circumstances and applicable law, we may offer a repair, replacement, price reduction or refund.
Customers are not responsible for return shipping costs relating to an artwork that is defective, damaged due to our handling or materially incorrect.
8. Refunds
Once an eligible return has been received and assessed, we will process the refund in accordance with applicable law.
For consumers exercising the EU statutory right of withdrawal, refunds will generally include the standard delivery cost originally paid by the customer, subject to applicable legal provisions. Additional costs resulting from the customer’s choice of a more expensive delivery method are generally not refundable.
Where permitted by law, a refund may be withheld until the returned artwork has been received or the customer has provided evidence that it has been shipped back.
Refunds will normally be made using the original payment method.
9. Return Shipping
Unless the artwork is defective, damaged, incorrect or otherwise subject to a legal remedy for which NOJ Culture is responsible, the customer is responsible for the cost of returning an artwork following a change of mind.
For large or fragile artworks, return shipping can be expensive. Customers should therefore contact us before returning an artwork so that we can provide the appropriate return instructions.
We strongly recommend using adequate professional packaging and a tracked shipping service.
10. International Returns
Customers purchasing from outside the European Union may be subject to additional customs, import or export requirements when returning an artwork.
Any customs duties, taxes or charges imposed by the destination or origin country in connection with a return will be handled in accordance with applicable law and the specific circumstances of the shipment.
Please contact us before arranging an international return so that we can provide the appropriate instructions.
11. Cancellations
If you wish to cancel an order, please contact us as soon as possible.
If the artwork has not yet been shipped or production has not yet begun, we will make reasonable efforts to accommodate the cancellation where permitted by law.
Orders for custom-made or personalised artworks may not be cancellable once production has commenced, except where required by applicable law.
12. Artwork Packaging
Depending on the artwork, size and medium, works may be shipped:
- rolled in a protective tube; or
- stretched and securely packed in a protective box or specialised packaging.
The shipping method will be indicated on the relevant product page or confirmed before dispatch.
For rolled artworks, stretching or framing after delivery is the responsibility of the customer unless otherwise agreed.
13. Commercial and Gallery Purchases
Purchases made by galleries, art dealers, interior designers, hospitality businesses or other professional entities may be subject to different contractual terms from consumer purchases.
For professional, multiple-artwork or gallery acquisitions, we may provide individual quotations, shipping arrangements and commercial terms.
Please contact us directly for information regarding professional or trade purchases.
14. Contact
For any question concerning returns, refunds, cancellations or damaged artworks, please contact:
NOJ Culture / Mattia Paoli
Email: info.nojculture@gmail.com
Return address: Via di Belmonte 17/C, 50012 Antella, Bagno a Ripoli (FI), Italy
Please include your order number and, where relevant, photographs of the artwork and packaging.
We are committed to handling every return or customer enquiry fairly, professionally and in accordance with applicable consumer protection laws.
NOJ Culture reserves the right to update this policy when necessary to reflect changes in applicable law, business practices or our services.