Return and Refund Policy
Return & Refund Policy
Last updated: November 2026
Products sold through JorgeDaCruzArtwork / noTATTOO Berlin are produced in small quantities or on demand. Production, fulfilment and shipping may be carried out with the assistance of professional fulfilment partners.
JorgeDaCruzArtwork / noTATTOO Berlin is the seller and remains responsible for customer communication, statutory consumer rights, refunds, replacements and the handling of problems with an order.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, misprinted or different from what you ordered, please contact us as soon as possible.
We recommend contacting us within 30 days of receiving the product so that the issue can be investigated quickly. This 30-day request period does not limit any statutory rights you may have under applicable consumer law.
Please include:
your order number
a short description of the problem
clear photographs of the item and packaging, where applicable
If the issue results from a production, fulfilment or shipping error, we will arrange an appropriate solution at no additional cost to you.
Your statutory rights regarding defective or non-conforming goods remain unaffected.
Lost Shipments
If your order has not arrived by the expected delivery date, please contact us as soon as possible.
For fulfilment and shipping investigations, we recommend reporting a potentially lost parcel no later than 30 days after the estimated delivery date.
We will check the available tracking and shipping information and work with the relevant fulfilment or delivery provider where necessary.
14-Day Right of Withdrawal
If you are a consumer in the European Union, you generally have the right to withdraw from an online purchase within 14 days without giving a reason.
For goods, the withdrawal period normally begins on the day you, or a third party designated by you other than the carrier, receive the goods.
To exercise your right of withdrawal, you must inform us clearly of your decision before the 14-day period expires.
You may contact us by email at:
[contact email]
You do not need to give a reason for your decision.
After notifying us of your withdrawal, you must normally return the goods within 14 days.
Return Costs
Unless we have agreed otherwise, the customer is responsible for the direct cost of returning goods when exercising the statutory right of withdrawal.
If the product is defective, damaged, incorrect or otherwise covered by your statutory rights, return costs will be handled in accordance with applicable consumer law.
Please contact us before returning an item so that we can provide the correct return instructions and return address.
Refunds After Withdrawal
If you validly exercise your statutory right of withdrawal, we will refund payments received from you, including the cost of our least expensive standard delivery option.
Additional shipping costs resulting from your choice of a more expensive delivery method are not refundable where the law permits.
Refunds will normally be made using the same payment method used for the original transaction unless another method has been expressly agreed.
We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.
Condition of Returned Goods
You may inspect a product in the same way that you would reasonably be able to inspect it in a physical shop.
You may be responsible for any reduction in value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning.
Please return products securely packaged to prevent damage during transport.
Personalised or Individually Made Products
The statutory right of withdrawal may not apply to products that are made according to the customer's individual specifications or clearly personalised.
This applies only where a product has been individually produced or modified according to a specific customer request.
A product is not automatically considered personalised simply because it is manufactured or fulfilled only after an order is placed.
Products selected from the standard shop catalogue therefore remain subject to the statutory right of withdrawal unless a specific legal exception applies.
Limited Editions and One-of-One Pieces
Limited-edition and one-of-one products are treated according to the same statutory consumer rules as other products.
The fact that an item is part of a limited edition, has sold out, or will not be restocked does not by itself remove a consumer's statutory right of withdrawal.
If a limited-edition product is validly returned, availability of a replacement cannot be guaranteed.
Size Exchanges and Voluntary Exchanges
We do not offer automatic direct size exchanges.
Where the statutory right of withdrawal applies, you may return an eligible item in accordance with this policy and place a new order in the preferred size, subject to availability.
Because many products are produced in very small editions, another size or replacement piece may no longer be available.
Please consult the relevant product description and size information carefully before ordering.
Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate delivery address when placing an order.
If a parcel cannot be delivered because the address provided was incorrect or incomplete and the shipment is returned, additional shipping costs may be charged before the order is sent again.
This does not affect any mandatory rights you may have under applicable consumer law.
Unclaimed Shipments
If a parcel is not collected or accepted and is subsequently returned, please contact us.
Where reshipment is possible, additional shipping costs may apply.
Returned parcels may be processed through a fulfilment partner's return facility. For this reason, please always contact us before attempting to return or redirect a shipment.
Any statutory refund or withdrawal rights remain unaffected.
Return Address
Please do not return products without contacting us first.
Depending on the product and fulfilment location, the correct return address may differ from the address shown on the original parcel.
We will provide the appropriate return instructions after receiving your request.
Sending a return to an unauthorised or incorrect address may delay the processing of the return.
Hygiene-Sensitive Products
For certain sealed goods that are not suitable for return for reasons of health protection or hygiene, the statutory right of withdrawal may expire once the seal has been removed after delivery.
This exception applies only where the legal requirements for the exemption are fulfilled.
Statutory Rights for Defective Goods
Nothing in this Return & Refund Policy limits your statutory rights.
Under EU consumer law, goods must conform to the contract and to the description provided at the time of purchase.
Where a product is defective or does not conform to the order, consumers may have rights including repair, replacement, price reduction or refund, depending on the circumstances and applicable law.
These statutory rights exist independently of our voluntary return arrangements.
Fulfilment Partners
Some products are manufactured, packaged or shipped by external fulfilment partners.
These partners may assist with production, shipping, returns and investigation of damaged or lost shipments.
However, your purchase contract is with JorgeDaCruzArtwork / noTATTOO Berlin, and we remain your point of contact regarding your order.
Contact
For returns, withdrawals, damaged products, missing parcels or other questions regarding an order, please contact:
Jorge da Cruz / noTATTOO Berlin
Berlin, Germany
Email: [contact email]
Website: www.jorgedacruzartwork.com
Please include your order number whenever possible so that we can assist you more quickly.
Languages
This policy may be made available in several languages for the convenience of our customers.
We aim to keep all language versions consistent. Nothing in a translated version of this policy limits any mandatory consumer rights that apply under German or European Union law.