Returns & Refund Policy

Returns & Refund Policy

Made for you. Put right if it isn’t.

Every Hiroshi Nagai print is made specifically for your order. We accept returns only for damaged, defective or wrong items reported within 30 days of delivery. This page sets out when we replace a piece, when we refund, and how to make a claim.

Effective 7 November 2026 · 16 sections · 8 min read
30 days
To report a problem
Tell us about a damaged, defective or wrong piece within 30 days of delivery, with photos.
$0
Cost to you
When we confirm a claim, we replace the piece or refund you in full, completely free of charge.
No
Change-of-mind returns
Every piece is made for your order, so we cannot accept change-of-mind returns or exchanges.
5 days
To process a refund
Approved refunds are processed back to your original payment method within 5 business days.
01

About this policy

In short This policy applies to every order at hiroshinagaiprints.com and never limits your statutory consumer rights.

This policy forms part of the terms of every order placed at hiroshinagaiprints.com. By completing checkout, you confirm that you have read and accepted it, together with our Terms of Service and Shipping Policy.

If mandatory consumer laws in your jurisdiction grant stronger rights, those rights always apply.

02

Made to order and cancellations

In short Each piece is custom printed. Cancellations are only eligible for a full refund before production starts.

Every piece is printed and finished for your order alone. Nothing is held in stock.

You can cancel an order for a full refund before production starts by emailing support@hiroshinagaiprints.com immediately with your order number. Once production has started, an order cannot be cancelled.

03

Damaged, defective or wrong items

In short Report a damaged, defective or wrong item within 30 days of delivery, with photos, for a free replacement or a full refund.

Open and check your order upon arrival. If an item arrives damaged, defective, or incorrect, email support@hiroshinagaiprints.com within 30 days of the delivery date recorded by the carrier.

Keep all artwork, framing, glazing, and packaging material until your claim is resolved. When your claim is confirmed, we will make and ship a replacement free of charge, or refund you in full if you prefer or if a replacement cannot be made. You never pay to send a faulty or wrong item back, and in most cases we do not need it returned.

04

What counts as a defect

In short Defects are assessed as viewed from 1 metre in normal light. Natural fine art print variations are not defects.

A defect is a fault visible from 1 metre that occurred prior to delivery. The following are not defects:

  • Minor colour variations between physical prints and digital screens.
  • Grain, texture, spots, or age marks present in the original source artwork.
  • Natural variations in paper texture and grain.
  • Dimensions varying by 1 cm or less and minor frame corner joins.
05

How to report a problem

In short Email photos and your order number within 30 days of delivery. We reply within 2 business days.
Step 1
Keep everything
Retain print, frame, and original packaging.
Step 2
Take photos
Whole piece (1m away), issue close-up, box, and label.
Step 3
Email within 30 days
Send details to support@hiroshinagaiprints.com.
Step 4
Get decision
We reply with a decision within 2 business days.
06

Change of mind

In short We do not accept change-of-mind returns or exchanges, because every piece is made for your order.

Because items are made-to-order, we cannot offer returns or exchanges if you change your mind, choose the wrong size, or prefer a different design after ordering.

07

Right of withdrawal

In short Only where the consumer law of your country requires it. Otherwise, change-of-mind returns are not accepted.

Our no change-of-mind rule does not remove any right that the mandatory consumer law of your country gives you. If such a law gives you a right to cancel a distance purchase (for example the 14-day right of withdrawal in the EU and UK), notify us within the period that law sets. You pay the cost of returning the piece with a tracked service.

08

Your legal rights

In short Mandatory statutory consumer laws in your home country always take precedence.
09

How refunds are paid

In short Approved refunds process to the original payment method within 5 business days.
10

Lost, refused and undelivered parcels

In short Report a missing package within 30 days of the delivery date. Incorrect shipping addresses or unpaid customs fees do not qualify for refunds.
11

What is not covered

In short Post-delivery damage, hanging accidents, UV fading, heat or humidity damage, and altered prints.
12

Misuse of this policy

In short Claims involving altered photos or fraudulent information will be rejected.
13

Limit of liability

In short Liability is strictly limited to the purchase price paid for the item plus initial shipping.
14

Payment disputes

In short Contact us before opening a dispute. We supply full fulfillment logs to contest chargebacks.
15

Changes to this policy

In short Effective 7 November 2026. The policy active at the time of your purchase governs the order.
16

Model withdrawal form

In short Optional form, only for customers whose local law gives a statutory right of withdrawal.

Copy and paste this template into an email to support@hiroshinagaiprints.com:

To: Hiroshi Nagai Prints (support@hiroshinagaiprints.com) I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: Ordered on (*) / Received on (*) Order number: Name of consumer(s): Address of consumer(s): Date: (*) Delete as appropriate.