Refund policy
- 1. Introduction and scope
- 2. The one thing to understand first: everything is made to order
- 3. Changing or canceling an Order before it is made
- 4. Defects, damage and our mistakes — what we always put right
- 5. Normal variation versus a defect
- 6. Refunds — how they are paid
- 7. Lost, delayed, undelivered and refused packages
- 8. Personalized and custom items
- 9. Your right to change your mind — European Union, United Kingdom, EEA and Switzerland
- 10. Statutory rights that survive everything else
- 11. Chargebacks
- 12. Changes to this Policy
- Annex A — Model cancellation form (EU / UK / EEA consumers)
- Quick reference
- Contact
JHNY ART — a brand of Bridge A
Effective Date: September 20, 2026 Last Updated: September 20, 2026
1. Introduction and scope
JHNY ART is a brand owned and operated by Bridge A LLC, a Delaware limited liability company ("Bridge A", "we", "us", "our").
This Returns, Refunds and Cancellations Policy (this Policy) explains when you can change or cancel an Order, when you can return a Product, how refunds and replacements work, and what your rights are depending on where you live. It forms part of our Terms of Service and should be read together with our Shipping Policy.
This Policy applies to Products bought directly from us through our online store at https://jhny-art.com. If you bought a JHNY ART Product through a third-party marketplace or a stockist, that seller's returns policy applies to your purchase and you should contact them first.
Nothing in this Policy excludes, restricts or modifies any right or remedy you have that cannot lawfully be excluded, restricted or modified — including your statutory rights as a consumer under the law of your state or country of residence. Where any provision of this Policy conflicts with such a right, the mandatory law prevails and the remainder of this Policy continues in effect.
2. The one thing to understand first: everything is made to order
We do not hold stock. Every JHNY ART Product — every print, every poster, every framed piece, every garment and every accessory — is manufactured after you place your Order, by our production partners, using our artwork.
This has three consequences that shape the rest of this Policy:
(a) There is a short window to change or cancel. Once your Order file is released to production, the item is being physically made for you and cannot be recalled. See section 3.
(b) Outside the EU, the UK and other places where the law says otherwise, we do not accept returns simply because you changed your mind or ordered the wrong size or color. There is no warehouse to return the item to and no other customer waiting for it. What we do accept — always, and without argument — is responsibility for our own errors and for manufacturing and transit defects. See section 4.
(c) Some variation between items is normal and is not a defect. Printing is a physical process performed by people and machines. Section 5 sets out exactly what we treat as normal variation and what we treat as a defect, so that you know before you buy.
We would rather you knew all of this before you ordered than discovered it afterwards. If you are unsure about a size, a colorway, a paper stock or a frame, email hello@jhny-art.com before you order and we will help.
3. Changing or canceling an Order before it is made
3.1 The change and cancellation window
You may change or cancel an Order within 2 hours of placing it, provided the Order file has not already been released to production. To do so, email hello@jhny-art.com with your order number and what you would like changed. Please do not use social media or a contact form for this — email is the only channel we can act on quickly enough.
Within that window we can normally change the shipping address, change a size or color, add or remove an item, or cancel the Order entirely for a full refund.
3.2 After the window
After 2 hours, or once the Order file has been released to production (whichever happens first), we can no longer guarantee a change or cancellation. Ask anyway — if the file has not yet been printed we will do what we can — but please treat this as a request rather than an entitlement.
If we cannot stop production, the Order will be completed and shipped, and your options are then those in section 4 (defects and errors) or, if you are in the EU or the UK, those in section 9 (statutory cancellation rights), whichever apply.
3.3 Address errors
We print and ship to the address you enter at checkout. Please check it carefully. If a package is undeliverable because the address was incomplete, incorrect, or a unit or apartment number was missing, section 7.3 applies.
3.4 Cancellation by us
We may cancel an Order and refund you in full if the Product cannot be produced, if we identify a pricing or product-description error, if we suspect fraud or unauthorized use of a payment method, if the Order appears to be for commercial resale, or if we cannot lawfully ship to your destination. If we cancel, we will tell you why and refund you in full to the original payment method. We will never simply take the money and go quiet.
4. Defects, damage and our mistakes — what we always put right
4.1 What is covered
We will replace or refund a Product, at no cost to you, in each of the following cases:
(a) A manufacturing defect — for example a printing fault, a misaligned or warped print, an ink or registration error, a seam or stitching failure, a defective garment blank, or a frame or mount that was assembled incorrectly.
(b) Damage in transit — the Product arrived damaged, or the packaging arrived visibly damaged and the Product inside is affected.
(c) The wrong item, size, color or quantity — we sent something other than what your order confirmation says you bought.
(d) The Product is materially different from how it was described or shown on the Site, taking into account the normal variation described in section 5.
(e) The Order never arrived — see section 7.
4.2 How long you have
Report a defect, damage or an incorrect item within 30 days of delivery. Where a package has no delivery scan, the 30 days run from the latest estimated delivery date shown for your Order.
We use the estimated delivery date as the fallback trigger deliberately: carrier scanning is imperfect, and you should not lose a remedy because a scan was never recorded.
If you are outside this window, contact us anyway. We are not looking for a technicality, and your statutory rights (section 9.4 and section 10) may run considerably longer than 30 days.
4.3 How to make a claim
Email hello@jhny-art.com with:
- your order number;
- a description of the problem;
- clear photographs — for a print or frame, one photograph of the whole item and one close-up of the fault; for a garment, one of the whole garment laid flat and one close-up; and, for transit damage, a photograph of the outer packaging as it arrived; and
- for a wrong item, a photograph showing what you received; and
- where more than one item in the Order is affected, one additional photograph or short video showing all of the affected items together in a single frame.
Point 5 exists because our production partner requires it to authorize a reprint on a multi-item claim. Sending it with your first email saves a round trip.
Photographs matter because our production partners require them to authorize a reprint. Sending them with your first email is usually the difference between a same-day resolution and a week of back-and-forth.
4.4 What happens next
We will review your claim and photographs, request any further information needed, and explain the outcome. Contact hello@jhny-art.com if you need an update.
If the claim is accepted, you choose between:
- a replacement — we reprint and reship the item at our cost, on a priority basis; or
- a refund — of the price you paid for the affected item and the shipping attributable to it.
A physical return is not required for a verified damaged product or manufacturing error. Send clear photographs so we can assess the problem and arrange the appropriate replacement or refund. This does not affect your statutory rights.
4.5 What is not covered under this section
This section covers defects, damage and our errors. It does not cover:
- ordering the wrong size, color, finish or frame (see section 5.4 on sizing, and section 9 if you are in the EU or UK);
- changing your mind (see section 9 if you are in the EU or UK);
- the normal variation described in section 5;
- damage caused after delivery by wear, washing contrary to the care label, ironing directly onto a print, exposure to direct sunlight, moisture or heat, incorrect framing or mounting, or accident; or
- items bought from someone other than us.
5. Normal variation versus a defect
Because we print to order, some variation is inherent to the manufacturing method. We disclose it here, before you buy, so that you can decide with full information. The following are characteristics of the process, not defects:
5.1 Color
Screens are not paper and are not fabric. Every monitor, phone and tablet renders color differently, and none of them can show you the effect of ink on a particular paper stock or garment dye. Printed color will be close to what you see on screen but will not be identical to it. Slight batch-to-batch variation in ink and in garment dye lots is also normal.
5.2 Print placement and finish
Minor variation in the position of a print is inherent to the process and occurs across all printing techniques, because a person places the garment or substrate on the press. On garments, light inks printed on bright or saturated fabrics may appear slightly tinted after curing. A print may feel slightly stiff when new and softens after the first wash. Minor discoloration of the fabric immediately around a print will normally disappear after the first wash. On all-over and cut-and-sew garments, patterns cannot be perfectly aligned across seams, and stretched fabric will show a lighter tone.
5.3 Materials
Natural-fibre garments may vary slightly in shade between production batches and may shrink slightly on first wash. Paper stocks vary slightly in texture and tone between production runs. Framed items are assembled by hand and small variations in the mount are normal.
5.4 Sizing
Garment measurements are approximate and subject to normal manufacturing tolerance. Please use the size guide published on each product page before ordering. Selecting a size is your choice, and outside the EU and UK, ordering a size that does not fit is not a defect and is not covered by section 4. This does not affect your rights under section 9 or section 10.
5.5 Where the line is
If a variation is severe enough that the Product no longer matches what was shown and described — a print that is badly off-center or cropped, a color that is plainly wrong rather than slightly different, a visible ink fault — that is a defect under section 4 and we will put it right. If you are not sure which side of the line you are on, send us photographs and let us decide. We would rather look at a borderline case than have you keep something you are unhappy with.
6. Refunds — how they are paid
6.1 Method
Refunds are always made to the original payment method. We cannot refund to a different card, account or person, and we do not offer store credit in place of a refund you are entitled to.
6.2 Timing
Where you are entitled to a refund, we will initiate it within 7 working days of approving your claim or receiving your cancellation, and in any event within any shorter period required by law. Depending on your bank or card issuer it will then normally take a further 5–10 business days to appear on your statement. The time taken by your bank is outside our control.
If you are in the EU or the UK and are exercising your statutory cancellation right, the shorter timeframes in section 9.3 apply instead.
6.3 Shipping costs
- Where the refund is because of a defect, damage, an incorrect item or non-delivery, we refund the price of the item and the shipping you paid for it.
- Where you cancel a whole Order before production, we refund everything you paid.
- Where you return only part of an Order, we refund the price of the returned items; shipping is refunded proportionately where it is fair to do so, and in full where the entire Order is returned.
- Where you are exercising an EU or UK statutory cancellation right, section 9.3 governs.
6.4 Return address
Contact hello@jhny-art.com before sending an item back so we can provide the correct instructions. The dispatch address printed on a package and our registered correspondence address are not designated product return addresses.
If a physical return is required, we will provide the appropriate return address and, where we bear the return cost, a prepaid label. A physical return is not required for a verified damaged product or manufacturing error. Contacting us for instructions does not restrict your statutory right to cancel or report a fault.
6.5 Discounts, promotions and gift cards
Where a Product was bought using a discount code or as part of a promotion, we refund the amount actually paid, not the undiscounted list price. Where a discount was conditional on a minimum spend and a partial return would take the Order below that minimum, we may deduct the value of the discount from the refund. Where gift cards are offered, refunds and cash redemption are subject to the applicable gift card terms and mandatory law.
7. Lost, delayed, undelivered and refused packages
7.1 Delays
Delivery estimates are estimates. Carriers, customs authorities and weather are outside our control. A package that is late is not yet a lost package, and the great majority of apparently stalled packages arrive.
7.2 Non-arrival
If tracking shows no movement or the package has not arrived, contact hello@jhny-art.com. A Product becomes eligible for a free reprint or a refund, at your choice, once it is:
- 20 calendar days from the date of your Order for a delivery within the United States; or
- 30 calendar days from the date of your Order for any delivery outside the United States.
We measure these from the order date rather than from the estimated delivery date so that the deadline is fixed and knowable from your order confirmation, and so that it cannot drift if production or transit runs long.
Please raise the issue with us within 30 days of the latest estimated delivery date so that we can open a carrier trace while the carrier still holds the records.
7.3 Incorrect address, refused delivery and unclaimed packages
If a package is returned to our production partner, refused on delivery, or abandoned because:
- the address you gave was incomplete or incorrect,
- delivery attempts were not answered and the package was not collected from the carrier's depot within the carrier's holding period, or
- import duties or taxes payable on delivery were not paid (see the Shipping Policy),
then we will refund the price of the Products less our outbound shipping cost and any return, storage or destruction charge levied on us by the carrier or production partner. If you would prefer us to reship instead, we can normally do so, but you will need to pay the reshipping cost, because the item has already been manufactured and shipped once.
If you are in the EU or the UK, this does not affect your statutory cancellation right under section 9, and where you are exercising that right the refund rules in section 9.3 apply instead of this section.
7.4 Delivered but not received
If tracking shows the package as delivered but you do not have it, please check with other people at the address and with immediate neighbors, and look for a safe-place or concealed delivery, before contacting us. If it still cannot be found, contact us within 7 days of the delivery scan and we will open a carrier investigation. We will tell you honestly what the carrier says. Where a carrier confirms misdelivery we will reprint or refund at our cost.
8. Personalized and custom items
We do not currently offer customer-uploaded artwork, custom text, custom dimensions or commissions.
If and when we do, those items will be identified as personalized on the product page, and, because they are made to your own specification and cannot be supplied to anyone else, the change-of-mind and statutory cancellation rights in section 9 will not apply to them. Where that is the case we will say so clearly and prominently on the product page and again in the cart, before you pay, and we will ask you to confirm that you understand. Your rights in respect of defects, damage, incorrect items and non-delivery (sections 4 and 7) and your statutory rights in respect of faulty or misdescribed goods (section 10) will apply to personalized items exactly as they do to everything else.
A standard Product from our catalog that you have chosen a size, color, paper stock or frame for is not a personalized item, and the rights in section 9 apply to it in full.
9. Your right to change your mind — European Union, United Kingdom, EEA and Switzerland
This section applies if you are a consumer resident in a Member State of the European Union, in the United Kingdom, in Norway, Iceland or Liechtenstein, or in Switzerland. It gives you rights that are additional to, and independent of, everything in sections 3 to 7.
9.1 The right
You have the right to cancel your Order within 14 days without giving any reason.
The cancellation period expires 14 days after the day on which you, or a third party you have named who is not the carrier, takes physical possession of the goods. Where your Order is delivered in more than one package, the period runs from the day you take possession of the last item.
This right applies to our ordinary catalog Products, including where you have chosen a size, a color, a paper stock or a frame from the options we offer. The fact that we print each item after you order it does not remove this right: the artwork is our own pre-existing catalog design, not something made to your specification.
The only exception is genuinely personalized goods as described in section 8 — items made to your own specification or clearly personalised to you. Where an item falls into that category we will tell you so, prominently, on the product page and in the cart before you pay.
9.2 How to cancel
To exercise the right, tell us clearly that you have decided to cancel, before the 14 days expire. You can:
- email hello@jhny-art.com with your order number and a statement that you are canceling; or
- use the model cancellation form in Annex A to this Policy (you do not have to use it, but it is there if it is easier); or
- send any other unequivocal statement to the address in the Contact block below.
It is enough that you send your cancellation before the period expires. We will acknowledge receipt without delay.
9.3 Effect of cancellation, and refunds
If you cancel, we will reimburse all payments received from you, including the cost of standard delivery. Where you chose a delivery option more expensive than the least expensive standard delivery we offer, we will refund the cost of the least expensive standard delivery.
We will make the reimbursement without undue delay, and not later than 14 days after you tell us that you are canceling. We may withhold reimbursement until we receive the goods back or you provide evidence of sending them back, whichever happens first, unless we have offered to collect them. We will use the same means of payment you used, and you will incur no fees as a result of the reimbursement.
You must send the goods back without undue delay and in any event not later than 14 days from the day you tell us you are canceling. Contact us first for a return authorization and the correct return address (see section 6.4).
You will have to bear the direct cost of returning the goods, unless the goods are faulty, damaged, misdescribed or not what you ordered, in which case we bear it. The cost depends on the item, carrier and return route. If applicable law requires us to disclose a return-cost estimate before purchase and we have not done so, we will bear the costs that the law requires us to bear. Where we can offer a discounted return label we will tell you.
You are only liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning — in other words, you may inspect and try on an item as you would in a shop, but if it has been worn, washed, altered, framed, mounted or damaged we may deduct an amount reflecting the reduction in value.
9.4 If we got the information wrong
If we have failed to give you the information about your cancellation right that the law requires, your cancellation period is extended by up to 12 months. If we supply the missing information within those 12 months, the period ends 14 days after you receive it. We have set this out because it is your right, and because we would rather you knew it than found out from someone else.
9.5 Delivery time
We will deliver your Order without undue delay and in any event within 30 days of the day the contract is concluded, unless we have agreed a different period with you. If we cannot, you may give us an additional reasonable period and, if we still fail to deliver, cancel the contract and receive a full refund. Where the delivery period was essential to you and you told us so, you may cancel immediately.
9.6 Complaints and dispute resolution
If you are not satisfied with how we have handled a complaint, you can escalate it. UK consumers can contact Citizens Advice. EU consumers can contact the European Consumer Centre in their country of residence. Nothing in our Terms of Service requires you to arbitrate a dispute or prevents you from bringing proceedings in the courts of your own country — see the express carve-out in the Terms of Service.
10. Statutory rights that survive everything else
Whatever else this Policy says, and whether or not an item is personalized, you keep the rights the law gives you in respect of goods that are faulty, not as described, or not of satisfactory quality. In particular:
United Kingdom. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose, as described, and match any sample or model you were shown. You have a short-term right to reject within 30 days of delivery for a full refund; after that you can require repair or replacement, and then a price reduction or a final right to reject. For the first six months, goods that do not conform are presumed not to have conformed at delivery unless we prove otherwise. These rights cannot be excluded or restricted.
European Union. Under Directive (EU) 2019/771, as implemented in your country, you have a legal guarantee of conformity of at least two years from delivery, with the burden of proving that a defect did not exist at delivery falling on us for at least the first year (longer in some Member States). These rights are additional to, and independent of, the 14-day cancellation right in section 9.
United States. Nothing in this Policy limits any warranty, right or remedy available to you under the law of your state that cannot be limited or waived, including under your state's consumer-protection statute.
Everywhere else. Nothing in this Policy limits non-excludable consumer guarantees under the law of your country of residence.
11. Chargebacks
If something has gone wrong, please give us the chance to fix it before contacting your bank. We resolve almost everything within a few days, and a chargeback takes months and often ends with a worse outcome for you than a direct refund would have.
If you do open a chargeback, we will respond to it with the order records, the delivery evidence and the correspondence. Opening a chargeback for an Order we have already refunded, or in place of contacting us, may result in us declining future Orders.
12. Changes to this Policy
We may update this Policy. The version in force when you place your Order is the version that applies to that Order, and we will keep dated previous versions available on request. Material changes will be posted on this page with a new "Last Updated" date.
Annex A — Model cancellation form (EU / UK / EEA consumers)
Complete and return this form only if you wish to withdraw from the contract. You do not have to use this form — any clear statement is enough.
To: JHNY ART — a brand of Bridge A LLC, a Delaware limited liability company 8 The Green, Suite A, Dover, DE 19901, United States Email: hello@jhny-art.com
I/We () hereby give notice that I/We () cancel my/our () contract of sale of the following goods ()/for the supply of the following service (*),
Ordered on ()/received on (): ____
Order number: ____
Name of consumer(s): ____
Address of consumer(s): ____
Signature of consumer(s) (only if this form is notified on paper): ____
Date: ____
() Delete as appropriate.*
Quick reference
| Situation | What applies | Time limit |
|---|---|---|
| Change or cancel before production | Section 3 | 2 hours from placing the Order |
| Defect, damage, wrong item | Section 4 | 30 days from delivery, or from the latest estimated delivery date |
| Package not arrived — US | Section 7.2 | Eligible 20 calendar days after the order date |
| Package not arrived — international | Section 7.2 | Eligible 30 calendar days after the order date |
| Delivered but not received | Section 7.4 | Report within 7 days of the delivery scan |
| Changed your mind — EU / UK / EEA / CH | Section 9 | 14 days from receiving the goods |
| Faulty goods — UK statutory | Section 10 | 30-day short-term right to reject, then repair/replacement |
| Faulty goods — EU statutory | Section 10 | 2-year legal guarantee of conformity |
Contact
JHNY ART — a brand of Bridge A General & order support: hello@jhny-art.com Privacy requests: hello@jhny-art.com Legal notices: hello@jhny-art.com Copyright / DMCA: hello@jhny-art.com Accessibility: hello@jhny-art.com Mailing address: 8 The Green, Suite A, Dover, DE 19901, United States
Related documents: Shipping Policy · Terms of Service · Privacy Policy · Product Safety & Compliance Notice