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Overview
Unless otherwise stated, all of our products are personalized, handcrafted products. However, it is not possible for us to accept returns except for the following points:
We have a 30 day return policy from the day the print is received for any issues that are not within the control of Les Entreprises Vistart or one of its production partners like Pictorem. This includes defects, assembly problems or damage due to transit to the delivery address.
Please note that we do not cover errors due to personalization of printing such as spelling mistakes, incorrect choice of size or type of printing. It is your responsibility to ensure that your photo is of acceptable quality for the size and type of print chosen.
Additional non-returnable items:
- Gift cards
- Downloadable products
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Modification & Cancellation
We offer a 24 hour window to cancel the order. However, please note that if production of your item has already started, we will charge you a cancellation fee for the material used. This fee can go up to the total price of your order if your order has already been completed.
If you want to make a change to your order after you have completed your purchase, please email us as soon as possible at truesphotos@outlook.com with your change. We cannot guarantee that the modification can be applied if production has already started. Please also note that we receive a lot of emails and it is not possible to analyze them all at once so your message may not be seen on time for the change.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
truesphotos@outlook.com
Sale items
Items on sale follow the same policy as items at the normal price
Exchanges
We only replace items if they are defective or damaged that are not within the control of Les Entreprises Vistart or one of its production partners like Pictorem. This includes defects, assembly problems or damage due to transit to the delivery address.
If you wish an exchange for any other reason that is not part of our return policy, you must assume all costs related to this return plus the costs associated with the modification, construction or exchange of your product.
Some examples are poor resolution of the finished product due to poor resolution of photography. A wrong choice of color or type of printing etc.
If you need to exchange your item, send us an email at {email address} and send your item to: {physical address}.
Shipping returns
To be eligible for a return, you must receive a return authorization from the manufacturer. To do this you must write to us directly at our email address with proof of damage as well as the purchase invoice. Subsequently, we will assess, with all stakeholders included in the construction, the damage and thus issue a return authorization if necessary. Please note that a return authorization must be communicated to all stakeholders which includes VistArt, Pictorem if applicable, the delivery company and all other parties included.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Need help?
Contact us at {truesphotos@outlook.com} for questions related to refunds and returns.
