Refund policy

RETURN & REFUND POLICY

Effective date: 12 July 2026
Last updated: 12 July 2026

This Return & Refund Policy applies to purchases made through the official Nashīnasu website or under a written Nashīnasu acquisition agreement.

It should be read together with our Terms of Service and Shipping Policy.

1. Finality of purchases

All purchases are intended to be final.

Please review the following carefully before placing an order:

artwork description;
dimensions;
medium and materials;
edition information;
framing details;
product imagery;
delivery arrangements;
completion or dispatch estimates;
applicable policies.

We do not offer discretionary returns, exchanges or refunds because of:

change of mind, except where a statutory online cancellation right applies;
buyer’s remorse;
personal preference;
incorrect selection by the buyer;
failure to measure the intended display space;
a later decision that the work is no longer wanted;
minor colour differences caused by screen settings, photography or lighting;
fluctuations in perceived market or resale value.

Nothing in this Policy removes any statutory right that applies to the transaction.

2. Online cancellation rights

Where you purchase eligible goods online as a consumer, you may have a statutory right to cancel without giving a reason.

For eligible goods, the cancellation period will generally expire 14 days after the day on which you, or a person nominated by you, receives the goods. After notifying us of cancellation, you must normally return the goods within a further 14 days.

To exercise a cancellation right, you must send a clear statement before the cancellation period expires through the Concierge page or by email to:

concierge@nashinasu.com

Your notice should include:

your full name;
order number;
the work being cancelled;
the delivery date;
your contact details.

You do not need to give a reason.

3. Exceptions to cancellation rights

Statutory change-of-mind cancellation rights may not apply to goods:

made to the buyer’s specifications;
clearly personalised;
produced under a genuinely bespoke commission;
otherwise excluded under applicable law.

An existing original artwork or standard limited edition is not treated as bespoke solely because it is rare, numbered, signed, handmade or artist-created.

Where an exception applies, the purchase remains final unless the work is faulty, damaged, misdescribed or another statutory remedy applies.

4. Returning eligible change-of-mind goods

A return must be arranged through us before shipment so that appropriate delivery, insurance and security instructions can be provided.

You must:

return the work within the applicable legal period;
use suitable protective packaging;
follow our approved insured-return instructions;
retain tracking and shipping evidence;
take reasonable care of the work;
return all certificates, packaging and accompanying materials.

Because artworks may be valuable, fragile or oversized, ordinary untracked postage may not be acceptable.

Unless the law or our pre-contract information states otherwise, you may be responsible for the direct cost of returning eligible change-of-mind goods.

Unauthorised returns may be refused where accepting them would create security, insurance or identification risks. This does not remove a valid statutory cancellation right, but the buyer must cooperate with reasonable return arrangements.

5. Condition of returned goods

You may inspect eligible goods only to the extent reasonably necessary to establish their nature, characteristics and condition.

Where permitted by law, we may reduce the refund to reflect diminished value caused by handling beyond what would reasonably be permitted in a physical gallery or retail setting.

Examples may include:

damage;
staining;
marking;
mounting or hanging;
alteration;
removal or damage to protective materials;
loss or alteration of the certificate of authenticity;
exposure to smoke, moisture, sunlight or unsuitable conditions;
unauthorised framing, repair or restoration.

6. Refunds following valid online cancellation

Where a valid statutory cancellation right is exercised, we will refund amounts required by law.

This will generally include:

the product price; and
the cost of standard outbound delivery, where legally required.

We are not ordinarily required to refund:

enhanced or premium delivery costs above the least expensive standard delivery option offered;
return-delivery costs where those costs were properly disclosed as the buyer’s responsibility;
deductions lawfully made for diminished value;
costs arising from inaccurate, false or misleading delivery information supplied by the buyer.

Refunds will normally be made using the original payment method unless otherwise agreed.

For returned goods, we may withhold the refund until:

the goods have been received back; or
you provide satisfactory evidence that they have been returned,

whichever occurs first, where permitted by law.

Refunds required following cancellation must generally be made within the statutory period, commonly 14 days after the relevant return or evidence conditions are satisfied.

7. Faulty, damaged or misdescribed goods

Nothing in this Policy limits rights relating to goods that are:

faulty;
damaged;
not as described;
not of satisfactory quality;
not fit for a purpose made known before purchase.

UK consumers generally have a 30-day short-term right to reject non-conforming goods and receive a refund, subject to the applicable facts and legal conditions. After that period, repair, replacement, price reduction or a final right to reject may apply.

8. Damage in transit

Please inspect the shipment promptly after delivery.

Where damage is visible, notify us within 48 hours where reasonably possible through the Concierge page and provide:

your full name;
order number;
clear photographs or video of the work;
photographs of the exterior and interior packaging;
a description of the issue;
any carrier damage notation.

Please retain all packaging until the matter is resolved.

The 48-hour reporting request assists carrier and insurance investigations. Failure to report within 48 hours does not remove statutory rights.

Do not arrange repair, disposal or return of the work before receiving instructions from us unless urgently necessary to prevent further loss or damage.

9. Remedies for faulty or damaged works

Where a work fails to meet applicable legal standards, the appropriate remedy will depend on the circumstances and the rights available.

Possible remedies may include:

repair;
replacement;
price reduction;
refund;
another lawful and proportionate remedy.

For editions, replacement may be possible where equivalent stock remains available.

For original artworks, exact replacement may be impossible because each work is unique.

Where an original cannot be replaced, another remedy will be considered in accordance with applicable law.

10. Incorrect, false or misleading delivery information

Where delivery fails, is misdirected or is returned because information supplied by the buyer was inaccurate, incomplete, false or misleading, a full refund is not automatic.

We may investigate and recover reasonable costs caused by that information, where permitted by law, including:

outbound shipping;
return shipping;
insurance;
customs charges;
storage;
repackaging;
address-correction fees;
reasonable administration costs.

Where we reasonably believe false information was deliberately supplied to create a dishonest refund or chargeback claim, we may preserve and disclose relevant evidence to payment providers, insurers, carriers or lawful authorities.

Any statutory cancellation or refund right will still be handled according to applicable law.

11. Refused, missed or uncollected deliveries

Refusing delivery, failing to collect a shipment or ignoring disclosed customs charges does not automatically cancel the order.

Where a shipment is returned because of:

repeated unavailability;
refusal of delivery;
failure to collect;
failure to pay disclosed import charges;
inaccurate delivery details;

we may deduct or recover reasonable costs where permitted by law before arranging redelivery or processing any refund legally due.

12. Commissions and bespoke works

Private commissions and clearly personalised works are governed by the applicable commission agreement.

The agreement may include:

non-refundable initial payments;
staged payments;
cancellation consequences;
work already completed;
material and production costs;
intellectual-property terms;
delivery arrangements.

Any non-refundable payment or cancellation charge must be fair, proportionate and clearly disclosed before the agreement is entered into.

Statutory rights relating to faulty, damaged or misdescribed work remain unaffected.

13. Certificates and accompanying materials

Where a return is accepted, all supplied materials must normally be returned, including:

certificate of authenticity;
edition documentation;
protective packaging;
framing components;
collector documentation;
accessories supplied with the work.

Loss or damage to these materials may affect the value of the returned work and may result in a lawful deduction where permitted.

14. No speculative-value guarantees

Artwork is purchased for ownership and enjoyment.

We do not guarantee:

appreciation in value;
resale value;
market liquidity;
investment return;
acceptance by an auction house, gallery or resale platform.

A fall in perceived or actual market value does not create a right to return or refund.

15. Return authorisation and security

Do not send a work back without receiving written return instructions.

High-value works may require:

identity verification;
approved specialist carriers;
insured transport;
condition documentation;
tamper-evident packaging;
agreed collection arrangements.

This protects the artwork, the buyer and the integrity of the return process.

16. Refund method and timing

Approved refunds will normally be made to the original payment method unless otherwise agreed or legally required.

We may require reasonable identity, order and payment verification before releasing funds.

Where a refund is legally due, it will be issued without undue delay and within the applicable statutory timeframe. Under the Consumer Rights Act, certain refunds must be made within 14 days after entitlement is agreed.

17. Statutory rights

Nothing in this Policy excludes or restricts rights that cannot lawfully be excluded.

Where mandatory consumer protections in your country or region provide greater rights than this Policy, those mandatory protections continue to apply.

18. Contact

For cancellations, returns, damage, defects or refund enquiries, contact us through the Concierge page or by email: