Thank you for choosing Norma Ruffinelli Fine Art. Each piece we offer is handmade with care and passion, and we are committed to providing a positive and transparent experience for every customer — whether you’re located in the EU or elsewhere in the world. Please review our refund policy below.
Standard Products (Non-Customized Items)
For customers within the European Union, in accordance with the Consumer Rights Directive, you have the right to return standard (non-customized) products within 14 days of receiving your order.
To initiate a return, please contact us at normaruffinellifineart@gmail.com within the 14-day period.
Conditions:
- The product must be returned in its original condition and packaging.
- Return shipping costs are the customer’s responsibility.
- Original shipping fees are non-refundable.
Once we receive and inspect the item, we will notify you regarding the status of your refund.
Custom Orders (Commissioned Art)
All custom and commissioned artwork is created specifically for you and therefore non-refundable.
- A 50% non-refundable deposit is required to begin the work.
- Full payment must be received before the artwork is shipped.
- If you choose not to proceed with the final payment, the 50% deposit will not be refunded, as the creation process and materials have already been dedicated to your piece.
We are committed to ensuring your satisfaction and welcome any questions or feedback throughout the process. If you have concerns about your custom piece upon completion, please reach out — we are happy to work with you to find a respectful solution.
Damaged or Defective Items
If your order arrives damaged or defective, whether it is a standard or custom piece, please contact us within 24 hours of delivery at normaruffinellifineart@gmail.com. Include:
- A detailed description of the issue
- Clear photographs of the item, any damage, and the original packaging
We will respond within 72 hours to determine eligibility for a replacement, refund, or discount on a future order. Refunds or replacements will be processed only after the item is returned and inspected.
International Orders
Customers outside the EU are encouraged to contact us with any questions before placing an order, as return and refund policies may vary based on regional regulations and shipping limitations.
Unclaimed Packages & Customs Charges
Customers are responsible for any customs duties, taxes, or import fees required by their local authorities.
If a package is:
- Held by customs and remains unclaimed, or
- Returned to us due to non-payment of customs charges,
- the sale may be considered final, and refunds may not be issued.
If a package is returned to us, any additional costs (such as return shipping or customs fees) will not be covered by Norma Ruffinelli Fine Art.
We recommend confirming your local customs policies before placing an international order.
Contact Us
For all questions, returns, or claims, please contact us at:normaruffinellifineart@gmail.com
Include your order number and a brief description of your concern so we can assist you promptly.
Conclusion
At Norma Ruffinelli Fine Art, every piece is made with passion, intention, and care. We deeply value your support of handmade art and your trust in our creative process. Our refund policy is designed to protect both your experience as a valued customer and the integrity of custom artistic work.
If you have any concerns or need clarification, don’t hesitate to reach out — we’re here to help and want your art journey to be as meaningful and smooth as possible.
Thank you,
Norma Ruffinelli Fine Art