Refund policy

 

 

Last updated: 23/03/2026

At Vistillion, each artwork is crafted with precision and handled with the utmost care. Every piece is carefully inspected, securely packaged, and prepared to meet our quality standards before shipment.

If an issue occurs with your order, our support team will assist you promptly and professionally.

 

 

1. Damaged or Defective Items

If your artwork arrives damaged or defective, you are entitled to a full refund or replacement in accordance with applicable consumer protection laws.

Because some VISTILLION releases are limited editions, replacements may not be available once a drop has sold out. In such cases, a full refund will be issued.

To process your request, please contact us within 72 hours after delivery and include clear photos of:

• the damaged area

• the packaging

• the Colissimo shipping label

 

You will not be required to return the item unless specifically requested.

Claims submitted after this timeframe may not be eligible for immediate processing; however, statutory legal guarantees remain applicable.

 

Warranty Claims

Warranty claims are not processed through our standard Return & Refund procedure.

For long-term warranty coverage and eligibility, please refer to our Quality & Warranty page.

 

Included items and optional accessories

The contents of each order, including included items and optional accessories, are defined on the product page at the time of purchase and confirmed in the order summary.

 

 

2. Returns of Withdrawal (14-Day Return Policy)

In accordance with European consumer law, you have the right to withdraw from your purchase within 14 days of delivery, without providing any reason.

To exercise this right, you must notify us in writing within the 14-day period.

Returned items must:

• Be unused
• Be in their original condition
• Include all protective films intact
• Be returned in the original packaging

 

Due to the fragile and premium nature of our acrylic artworks, items showing signs of use, removed protective films, damage, or altered packaging may be subject to a reduction in refund value in accordance with Article L221-23 of the French Consumer Code.

Return shipping costs are the responsibility of the customer.

We do not offer exchanges.

 

 

 

3. Final Sale Items

 

Certain limited releases may be clearly identified as “Final Sale” on the product page at the time of purchase.

However, even for Final Sale items, the 14-day statutory right of withdrawal remains applicable where required by law.

Final Sale designation means that exchanges are not available and that availability may prevent replacement in case of return.

 

 

4. Order Cancellation

 

Orders may be cancelled within 12 hours of purchase.

After this window, preparation and fulfillment may begin, and cancellation is no longer guaranteed.

Please contact us as soon as possible if you need to cancel an order.

 

 

5. Incorrect Address or Failed Delivery

 

If the shipping address provided at checkout is incomplete or incorrect, or if the parcel is returned to us after multiple unsuccessful delivery attempts, the customer may be responsible for reshipment fees.

We strongly recommend reviewing all shipping details carefully before confirming an order.

 

 

6. Refund Processing Time

 

Approved refunds are issued to the original method of payment.

Refunds are processed within 14 days from the date we receive the returned item or proof of return shipment.

Depending on your bank or payment provider, funds may take 3 to 10 business days to appear.

 

 

 

7. Legal Guarantees

In addition to the right of withdrawal, consumers benefit from:

• The legal guarantee of conformity

• The legal guarantee against hidden defects

These rights apply independently of any commercial policy described above.

 

 

8. Contact Us

 

For any questions or assistance regarding returns or refunds, our customer support team is available and ready to help.

Email: support@vistillion.com

Hours: Monday–Friday, standard business hours