Refund policy

At Vintstep, every piece of vintage impressionism artwork is thoughtfully created especially for you. Because each order is custom-made after your purchase is placed, we kindly ask that you review our Returns & Refund Policy before completing your order.

Our commitment is to deliver beautiful, high-quality artwork that arrives safely at your doorstep. If something isn't right, we'll do everything we reasonably can to make it right.

Made-to-Order Products

All products sold by Vintstep are made to order and individually produced upon request. For this reason, we are unable to accept returns, exchanges, or refunds for:

  • Change of mind
  • Personal preference
  • Accidental purchases
  • Ordering the wrong product or size option
  • Incorrect shipping information provided by the customer

We strongly encourage all customers to carefully review their order details before completing their purchase.

Order Changes & Cancellations

If you need to modify or cancel your order, please contact us as soon as possible at support@vintstep.com. We will gladly assist if production has not yet begun. Once production has started, orders cannot be cancelled, modified, or refunded, as each item is custom-made specifically for your order.

Damaged, Defective, or Incorrect Items

We take great care in producing and packaging every order. However, if your order arrives damaged, defective, or you receive an incorrect item, please contact us within 14 days of delivery.

To help us resolve the issue quickly, please include:

  • Your order number
  • A brief description of the issue
  • Clear photographs of the affected product
  • Clear photographs of the outer packaging, including the shipping label

After reviewing your claim, we will determine the most appropriate solution, which may include a replacement or a refund where applicable. If the issue is confirmed to be our responsibility or that of our production partners, there will be no additional cost to you.

Physical Returns

Because our products are custom-made to order, you do not need to ship damaged or defective items back to us unless specifically requested. Clear photographic or video evidence of the damage/defect and packaging is sufficient for processing your replacement or refund claim.

Lost Packages

If your shipment appears to be lost during transit or your tracking status has stopped updating for an unusually long period, please contact us. We will work directly with our production partners and the shipping carrier to investigate the shipment and determine the most appropriate resolution.

Delivered but Not Received

If your tracking information indicates that your package has been delivered but you have not received it:

  • We kindly ask that you first check around your property, with household members, building management, or neighbors.
  • If the package cannot be found, please contact us as soon as possible. We will gladly open an investigation with the shipping carrier on your behalf.
  • While we will make every reasonable effort to help locate your shipment, please note that we cannot guarantee the outcome of investigations conducted by third-party shipping carriers.

Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout. If an incorrect, incomplete, or outdated address is provided, Vintstep cannot be held responsible for orders that cannot be delivered. If you notice an error after placing your order, please contact us immediately. We will do our best to update your shipping information before production begins. Once production has started or the order has been dispatched, we are no longer able to make changes.

Returned & Unclaimed Packages

If an order is returned to us because of:

  • An incorrect or incomplete shipping address,
  • Refusal of delivery,
  • Failure to collect the package, or
  • Any other customer-related delivery issue,

Vintstep is unable to issue a refund for the original order. Should you wish to receive your artwork again, a replacement order will need to be placed, and additional production and shipping charges will apply.

Color Accuracy

We make every effort to display our artwork as accurately as possible. However, colors may appear slightly different depending on your monitor, mobile device, screen settings, lighting conditions, and individual display calibration.

Minor color variations between the product images displayed on our website and the final printed artwork are considered normal and are not regarded as product defects.

Refund Eligibility

Refunds may be approved under the following circumstances:

  • Your item arrives damaged or defective.
  • You receive the wrong product.
  • Your order is confirmed lost during transit following an investigation.
  • A refund has been approved by Vintstep after reviewing your claim.

Approved refunds will be issued using the original payment method. Please allow approximately 3–14 business days for your financial institution or payment provider to process and post the refund.

Situations Not Eligible for Refunds

Refunds or replacements cannot be provided for:

  • Change of mind or personal preference
  • Accidental purchases or ordering incorrect products/sizes
  • Incorrect shipping information provided by the customer
  • Minor color variations caused by different monitors or device displays
  • Minor variations inherent to the printing process that do not affect the overall quality or intended appearance of the artwork
  • Delivery delays caused by shipping carriers, customs authorities, severe weather, public holidays, or other circumstances beyond our control
  • Customs duties, import taxes, brokerage fees, or similar government-imposed charges

Consumer Rights

Nothing in this policy is intended to limit or exclude any statutory rights that may apply under the consumer protection laws of your country or state of residence. Where applicable law provides additional rights or remedies, those rights will always take precedence over this policy.

Contact Us

If you have any questions regarding this Returns & Refund Policy or need assistance with your order, our customer support team is always happy to help:

  • Trade Name: Vintstep
  • Trade License Number: 45036360
  • Registered Address: CWEP5105 Compass Building, Al Shohada Road, Al Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates
  • Email: support@vintstep.com