Refund Policy
Refund & Cancellation Policy
Last updated: April 24, 2026
Thank you for purchasing from NAGAI Gallery. Each artwork print is produced specifically for the customer after an order is placed. Because our prints are produced to order, we have specific policies regarding cancellations, returns, refunds, and damaged or defective items.
1. Order Cancellations
Orders may be cancelled only before production has begun.
If you wish to cancel an order, please contact us as soon as possible at contact@nagaigallery.com and include your order number.
Once production has started, we may be unable to cancel the order because the artwork print has already entered the production and fulfillment process.
A cancellation is considered accepted only when NAGAI Gallery confirms the cancellation to the customer in writing.
Simply submitting a cancellation request does not constitute confirmation that an order has been cancelled.
2. Refunds
If a cancellation is approved before production begins, we will issue a refund to the original payment method.
Refunds are generally processed within 7-14 business days after the cancellation has been approved. The time required for the funds to appear in the customer's account may vary depending on the customer's bank or payment provider.
No refund will be considered due unless a cancellation or refund has been approved by NAGAI Gallery.
3. Made-to-Order Prints
Our art prints are produced to order. Once an order has entered production, cancellation may no longer be possible.
Because these products are produced specifically in response to an individual order, we generally cannot accept returns simply because a customer changes their mind after production has begun, except where required by applicable consumer protection law.
4. Damaged or Defective Items
We want every customer to receive their artwork in excellent condition.
If your order arrives damaged, defective, or materially different from what was ordered, please contact us within 7 days of delivery at contact@nagaigallery.com.
Please provide:
• Your order number
• A description of the issue
• Clear photographs of the artwork and packaging
• Any other information that may help us investigate the issue
We will review the situation and, where appropriate, arrange a replacement or refund.
5. Incorrect or Incomplete Shipping Information
Customers are responsible for providing an accurate shipping address when placing an order.
If an order is returned to the fulfillment provider because an incorrect or incomplete address was provided, additional shipping charges may apply for reshipment.
If the order is successfully delivered to the shipping address provided at checkout, a claim that the customer entered an incorrect address does not automatically qualify for a refund.
6. Delivery Issues
If tracking indicates that an order has been delivered but you cannot locate the package, please contact us as soon as possible.
We may ask you to:
• Check with other members of your household or building;
• Check with your building reception, front desk, or mailroom;
• Check with neighbors where appropriate; and/or
• Contact the relevant shipping carrier.
We will cooperate with the customer and carrier to investigate the situation.
A carrier's delivery confirmation may be used as evidence of delivery when investigating a non-receipt claim.
7. Refunds for Lost or Undelivered Orders
If an order is confirmed by the carrier as lost in transit, we will work with the customer and our fulfillment/shipping partners to determine the appropriate resolution.
Where a refund is approved, it will be issued to the original payment method.
8. Returns
Because our prints are produced to order, returns due solely to a change of mind may not be accepted once production has begun, except where applicable law provides otherwise.
Nothing in this policy is intended to limit any mandatory rights that customers may have under applicable consumer protection laws.
9. Refund Method
Approved refunds will be issued to the original payment method used for the purchase.
NAGAI Gallery does not normally issue refunds to a different payment method or to a third party.
10. Chargebacks and Payment Disputes
If you believe there is an issue with your order, please contact NAGAI Gallery first so that we have an opportunity to investigate and resolve the matter.
If a payment dispute or chargeback is submitted, we may provide the relevant order, fulfillment, shipping, delivery, customer communication, and refund records to the payment processor or financial institution reviewing the dispute.
11. Contact Us
For questions regarding cancellations, refunds, returns, damaged items, or delivery issues, please contact: contact@nagaigallery.com or via our contact form on nagaigallery.com