Returns and warranty
Withdrawing from a purchase of non-faulty goods and making a defect claim are different rights.
The exception for a personalised design does not remove the seller’s responsibility for defects or non-conformity.
Which products can be returned if you change your mind?
Scroll the table sideways to see all columns.
| Product | 14-day withdrawal |
|---|---|
| A canvas with your photograph, personal text or a clearly personal design | The exception for specially made or clearly personalised goods generally applies. You are informed before purchase. |
| A standard gallery product or standard painting kit | The ordinary withdrawal right applies unless another lawful exception exists. Making a product after ordering does not itself make it personalised. |
| Gift voucher | Use and the published conditions are assessed separately. Receiving a PDF does not itself waive the withdrawal right. |
How to withdraw
Where the right applies, notify us within 14 days of receiving the goods. You do not have to give a reason. You can use the online function or send a clear statement to [email protected]. You do not have to call first or obtain permission. Send the goods within 14 days of notifying us; agree the exact return address with us.
Refunds and return costs
For a valid withdrawal, we refund payments received, including the least expensive standard delivery offered, within 14 days of notice. We may withhold the refund until we receive the goods or evidence of dispatch. We use the same payment method unless otherwise agreed without extra cost.
The consumer pays the direct cost of returning non-faulty goods if properly informed. We may assess loss in value caused by handling beyond necessary inspection. The absence of original packaging does not itself prevent withdrawal. Consumers are not charged the costs of remedying defects.
If the product is faulty
Consumers have a two-year statutory warranty for non-conformity that existed at delivery and becomes apparent within that period. Initially, free repair or replacement may be requested if the remedy is possible and proportionate. In the circumstances provided by law, the price may be reduced or the contract terminated.
Describe the defect and remedy you seek, and include the order number or another proof of purchase. Design approval, a low-resolution warning or individual manufacture does not remove these rights.
If we cannot agree
We respond to a written consumer complaint within 14 calendar days. If it is rejected, partly accepted or unanswered, the consumer may contact VVTAT through VTIS. The EU online dispute resolution platform closed on 20 July 2025; complaints are not sent there.
English version: 2026-10-25-english-v1. Download the saved version