This policy governs the conditions under which purchases can be returned or refunded. By completing a purchase on Noctumbra.art, you agree to the terms outlined below.
1. General Principles
Jurisdiction
All transactions and disputes are governed by the laws of the Republic of Serbia, without regard to conflict of law principles..
Contact Window
Customers must contact studio@noctumbra.art within 14 calendar days of receiving their item to initiate a return or refund request.
Eligibility
To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging.
2. Policy by Product Type
A. Original Artworks (Highest Value)
Original artworks are unique, high-value items, and specific care is taken in their handling and return process.
- Eligibility: Returns are accepted only if the artwork is deemed damaged upon arrival or if there is a gross misrepresentation of the artwork’s description on the website. We do not accept returns based on a change of mind.
- Proof of Damage: The customer must provide clear, high-resolution photographic evidence of the damage to both the artwork and the exterior packaging within 48 hours of delivery.
- Shipping for Return: If the return is approved, the customer is responsible for shipping the artwork back using a fully insured, trackable shipping service equivalent to the original delivery method. The artwork must be professionally packaged to prevent further damage.
B. Limited Edition Prints (Signed, High Collectible Value)
These prints are signed and produced on-demand after an order is placed, making them custom items.
- Eligibility: Returns are not accepted for change of mind or subjective dissatisfaction. Refunds or replacements are provided only if the print is damaged in transit or if there is a verifiable printing defect.
- Signature: All prints are signed by the artist.
- Process: Claims for damage must be submitted within 7 calendar days of delivery with photographic evidence. Upon verification, the print will be replaced (if edition number allows) or refunded if a replacement is not possible.
C. Merchandise & POD Products (Apparel, Decor, etc.)
This section covers products fulfilled by our third-party printing partner (implicitly Printful).
- Eligibility: Returns are only accepted for manufacturing errors (e.g., incorrect size sent, defective print, holes in fabric) or items lost in transit. We cannot accept returns for a buyer ordering the wrong size, color, or item (as these are custom-printed items).
- Resolution: For verified defects or errors, the customer will receive a replacement at no cost or a full refund.
3. Shipping Costs & Refunds
- Refunds on Damage/Error: If the return is due to damage or an error on our part (Originals, Prints, or Merchandise), the customer will be eligible for a full refund, including original shipping costs, once the item has been inspected.
- Refund Processing: Refunds are processed within 7-10 business days after the returned item is received and inspected. Funds will be returned to the original method of payment.
- International Customs: Customers are responsible for all customs duties, tariffs, and taxes charged by their home country. These fees are non-refundable.
4. How to Initiate a Return or Exchange
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Email studio@noctumbra.art with the subject line: “Return/Refund Request – Order #[Your Order Number]”.
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Provide the reason for the return and attach clear photographs of any damage (required for Originals and Prints).
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Wait for an authorization email with return shipping instructions before sending the item back. Items returned without prior authorization will not be accepted.