Return & Refund Policy

Nestor’s Art Prints — operated by Nestor Tomaselli, San Diego, California, USA
Contact: artprints@nestortomaselli.com
Last updated: 08/05/2026

Shipping scope: we currently ship to the United States only. Sections 7 and 8 describe rights that apply to consumers in the EU/EEA, the UK, and Brazil. They are included so that they take effect automatically if and when we open shipping to those regions, and have no application to orders placed while shipping is limited to the United States.

 

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The short version

Nothing in this policy limits the rights you have under the consumer protection laws of your own country. See Section 9.

 

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1. Why this policy looks different from most stores

This policy covers purchases made through this store only. If you bought a print of my work through another marketplace or platform, that purchase is governed by that platform’s own returns and refunds policy, and you will need to raise any issue with them directly. I’m happy to help you work out where to go if you’re not sure.

Every piece sold here is made to order. Nothing is held in stock. When you place an order, a print is produced individually for you by our fulfillment partner and shipped directly to you. There is no warehouse the item can go back to and no second customer waiting to buy it.

Because of this, we do not operate a general “send it back for any reason” returns program. What we do instead is stand behind the quality of every item: if anything is wrong with what arrives, we fix it at our expense, quickly, and without asking you to ship anything back.

2. Before you order: what to expect from a print

Please read this before purchasing, as it affects what does and does not count as a defect.

• Color. Screens are backlit and emit light; paper reflects it. Every monitor and phone is calibrated differently. Prints will closely resemble the product images but will not match your screen exactly. Slight variation in color, warmth, and contrast between your screen and the finished print is normal and is not considered a defect.

• Paper and texture. Fine art and matte papers have visible tooth and absorb ink differently than gloss. Minor texture variation between prints is inherent to the medium.

• Sizing and crop. Aspect ratios vary between print sizes. Where an image has been adapted to fit a size, the framing may differ slightly from the primary product image. Listed dimensions refer to the paper, not the image area, unless stated otherwise. Please check the size guide on the product page before ordering.

• Trim tolerance. A margin variance of up to approximately 1/16” (2 mm) on trimmed edges is within manufacturing tolerance.

• Artwork content. Each product page describes and shows the work you are ordering. Receiving a work whose subject matter is accurately represented on its product page is not grounds for a defect claim.

3. Damaged, defective, misprinted, or lost items

You are covered if any of the following happens:

• the item arrives damaged (creased, torn, water-damaged, dented corners, damaged tube or mailer);

• the item is defective (manufacturing error, warped or banded print, ink or registration issue);

• the item is misprinted (wrong artwork, wrong placement, wrong colors, wrong product or size relative to what you ordered);

• you received the wrong item, or an item is missing from your order;

• the package was lost in transit, or tracking shows delivered but nothing arrived.

How to make a claim. Email artprints@nestortomaselli.com with:

1. your order number;

2. a clear description of the problem;

3. photographs — for quality issues, a clear, well-lit photo of the affected item; for shipping damage, please also photograph the outer packaging before discarding it. If several items with the same artwork are affected, one photo showing them together is sufficient.

Deadlines. Claims must reach us within 30 days of delivery, or within 30 days of the estimated delivery date for packages that never arrived. Please inspect your order on arrival and report problems as soon as you notice them — reporting in the first two weeks lets us resolve things fastest. Claims made after 30 days fall outside our fulfillment partner’s coverage; we will still assess them under any statutory rights you have (Section 9), but we may not be able to offer a free replacement as a matter of course.

What you get. Once a claim is approved, you choose either:

• a free replacement, produced and shipped at our expense; or

• a full refund, including original shipping, to your original payment method.

You do not need to return the item. Please do not ship anything back to us unless we specifically ask you to. Items sent back without a prior written return authorization from us cannot be processed, refunded, or returned to you.

Gift orders. If the item was bought for you as a gift, we can still help — email us with the order number, or ask the person who bought it to contact us. We do not need the purchaser’s permission to fix a faulty print, but we do need to be able to identify the order.

Repeated claims. We assess claims in good faith and honor them generously. We reserve the right to require the item be returned, or to decline further free replacements, where a pattern of claims on an account is inconsistent with the evidence provided.

4. Shipping address errors and unclaimed packages

Please double-check your address at checkout. Once an order enters production it is sent to the address you provided.

• Insufficient or incorrect address. If the address you provide is considered insufficient by the courier, the shipment is returned to our fulfillment facility. We will contact you for a corrected address and can reship the order once you have paid the reshipment cost. We are not able to refund orders returned for this reason.

• Unclaimed shipments. Packages that go unclaimed, are refused, or are not collected from a parcel locker or pick-up point are returned to our fulfillment facility. Reshipment is available at your cost. Once we are notified that a package has arrived back at the facility, we have 30 days to arrange reshipment; after that the item is no longer available and no refund can be issued.

• How long a return takes. Returned packages are not prioritized by carriers and typically take 2 to 4 weeks to arrive back at the facility and be processed, on top of the original delivery time. Please factor this in before asking us to reship rather than reorder.

• Condition on return. Reshipment depends on the item arriving back in resellable condition. Items that are damaged in transit on the way back, or that a carrier disposes of before they reach the facility, cannot be reshipped. Where that happens we will tell you promptly, but we are not able to issue a refund for a package returned because of an address error or a failure to collect.

• Delivery confirmed, package missing. If tracking shows delivery but you did not receive the package, contact us within 30 days. We will open an investigation with the carrier. Where a carrier confirms delivery to the correct address and no theft or misdelivery can be established, we may not be able to offer a replacement, though we will always try to help.

• Delivery method and estimates. Delivery timeframes shown at checkout are estimates, not guarantees. Final delivery is handled by third-party carriers, and depending on the carrier and your area a package may be delivered to a local post office, parcel locker, or other pick-up point rather than to your door. We are not able to control which method a carrier uses.

• PO Boxes. Delivery to PO Boxes cannot be guaranteed. Please use a street address wherever possible.

• Customs, duties, and import charges. International orders may attract duties, taxes, or handling fees levied by your country. These are set by your customs authority, are not included in the price you pay us, and are your responsibility. A package refused at customs, or abandoned because import charges were not paid, is treated as an unclaimed shipment under this section.

5. Changing or cancelling an order

Orders can be changed or cancelled only before production begins, which is usually within a 24 hours of ordering. Email us immediately at artprints@nestortomaselli.com with your order number and we will cancel and refund in full if the order has not yet entered production.

Once production has begun, an order cannot be changed or cancelled, except where a statutory right of withdrawal or cancellation applies (Sections 7 and 8).

6. Change of mind, size and finish exchanges

Outside the statutory rights described in Sections 7, 8, and 9, we are unable to accept returns, refunds, or exchanges for change of mind — including where you ordered the wrong size, the wrong finish, or a piece you have decided you no longer want, and where the item was correctly produced and delivered.

This is not a “no refunds” policy: anything that arrives wrong is covered in full under Section 3. It reflects the fact that a made-to-order print cannot be resold.

If you are unsure about size or finish, please email us before ordering. We would much rather help you get it right first time.

7. European Union / EEA and United Kingdom — right of withdrawal

If you are a consumer resident in the EU, EEA, or the United Kingdom, you have the right to withdraw from your purchase within 14 days of the day you (or a third party you nominate) take physical possession of the goods, without giving any reason.

How to withdraw. You may use the withdrawal function available on our website, complete the model withdrawal form in the Annex below, or send any other clear statement of your decision to artprints@nestortomaselli.com. We will acknowledge receipt of your withdrawal without delay on a durable medium. Sending your notice before the 14-day period expires is sufficient.

Returning the goods. After notifying us, you must send the goods back within 14 days of giving notice, to the return address we provide to you in our acknowledgement. Please do not send goods back before receiving that address.

Costs. You bear the direct cost of returning the goods. We recommend a tracked service; you are responsible for proving the goods were sent.

Refund. We will refund all payments received from you, including the standard outbound delivery cost — where you chose a more expensive delivery method than our cheapest standard option, we refund the standard cost only. Refunds are made using the same payment method you used, at no fee to you, within 14 days of the day we are informed of your decision. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever is earlier.

Condition of goods. You may handle the goods as you would in a shop to establish their nature and characteristics. You are liable for any diminished value resulting from handling beyond that — for example, a print that has been mounted, framed, trimmed, marked, or removed from its protective sleeve and creased.

Exceptions. The right of withdrawal does not apply to goods made to your own specifications or clearly personalised at your request — for example commissioned works, bespoke sizes produced on request, or prints customised with text or details you supply. Where this applies to an item, it is stated on that item’s product page before you order. Our standard open-edition prints are not treated as personalised, and the right of withdrawal applies to them in full.

UK consumers. Your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015 apply in addition to and alongside this policy.

8. Brazil — right of regret

Consumers resident in Brazil who regret a purchase may notify us within 7 consecutive days of receiving the item, providing a photograph of the item. Requests are evaluated to verify whether the product has been used or destroyed, including partially; where it has, a refund may not be possible.

9. Your statutory rights

Nothing in this policy excludes, restricts, or replaces any right you have under the mandatory consumer protection law of your country of residence.

In particular:

• EU/EEA consumers have a legal guarantee of conformity of at least two years from delivery under Directive (EU) 2019/771, and may be entitled to repair, replacement, price reduction, or rescission for goods that are not in conformity with the contract. Our 30-day claim window in Section 3 is a service commitment, not a limit on this right.

• UK consumers have rights under the Consumer Rights Act 2015, including the short-term right to reject goods that are not of satisfactory quality, fit for purpose, or as described.

• California consumers retain their rights under the Song-Beverly Consumer Warranty Act and other applicable California law. This policy is posted before purchase for the purposes of California Civil Code § 1723.

• Consumers elsewhere retain all equivalent rights available under their local law, including Australian Consumer Law consumer guarantees where applicable.

If you believe an item is faulty outside the windows described above, contact us. We will assess the claim on its merits under the applicable law.

10. Items and cases not covered

• Digital downloads and digital files. Non-refundable once the download has commenced. Where you are an EU/EEA or UK consumer, you consent to immediate performance and acknowledge that you lose the right of withdrawal on commencement of download; this consent is collected at checkout. If a file is corrupt or will not open, contact us and we will replace it or refund it.

• Gift cards. Non-refundable and non-returnable except where local law requires otherwise.

• Sale, clearance, and discounted items. Fully covered under Section 3 and Sections 7 to 9 on the same terms as full-price items. Being discounted does not affect your rights if something arrives wrong.

• Commissioned and personalised work. Governed by the separate written agreement for that commission. Deposits are non-refundable once work has begun.

• Damage after delivery. Damage caused after delivery, including from framing, mounting, handling, sunlight, humidity, or improper storage, is not covered.

11. Refunds: method and timing

Approved refunds are issued to the original payment method. We do not issue refunds to a different card, account, or person, and we do not issue cash refunds.

• We will confirm by email once a refund is approved.

• Refunds are issued within 5 business days of approval, and within 14 days where Section 7 applies.

• Your bank or card issuer may then take a further 5 to 10 business days to post the funds. This part is outside our control.

If more than 15 business days have passed since we confirmed your refund and you have not seen it, email artprints@nestortomaselli.com and we will send you the transaction reference to give your bank.

Partial refunds may be offered, and are always offered as an option rather than imposed, where you prefer to keep an item with a minor cosmetic issue rather than wait for a replacement.

12. Chargebacks

If you believe there is a problem with your order, please contact us first — we resolve the overwhelming majority of issues within one or two emails, and faster than a bank dispute would.

Filing a chargeback without first contacting us delays resolution for everyone and may result in our declining future orders from the account. This does not affect your right to dispute a transaction with your bank, or any statutory right described in Section 9.

13. Contact and response times

Email: artprints@nestortomaselli.com
Response time: within 2 business days, Monday to Friday, Pacific Time.

Please include your order number in the subject line. Email is our only support channel, and it reaches us directly — we are a small independent studio, not a call centre.

We do not publish a returns address, because in almost every case you will not need one: problems are resolved from photographs, and you keep the item. Where a return genuinely is required, we provide the correct address in our reply. Items sent to any address not given to you by us in writing cannot be tracked, processed, or refunded.

EU consumers: you may also access the European Commission’s Online Dispute Resolution platform, though we would always prefer to resolve matters with you directly.

14. Changes to this policy

We may update this policy. The version in effect at the time you place your order is the version that applies to that order. Material changes take effect only for orders placed after the updated version is published.

15. Governing law

This policy is governed by the laws of the State of California, USA, without regard to conflict of law principles. Where you are a consumer resident in another jurisdiction, this choice of law does not deprive you of the protection of mandatory provisions of the law of your country of habitual residence.

This policy is written in English. Translations are provided for convenience only; the English version governs.

 

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