Refund policy

Effective date: 2026-06-22

Updated on: 2026-06-22

Thank you for shopping at www.vizcart.io

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.

The following terms are applicable for any products that You purchased with Us.

Returns

We have a 14-day return policy. You have the right to return your order within 14 days without giving any reason. The return window starts from the date of delivery of the last item in your order. If the deadline falls on a weekend or public holiday, it is extended to the next working day.

Contact us within 14 days of delivery to inform us you want to proceed with a return. Once your return request has been accepted, you have 14 days to dispatch the item back to us.

To be eligible for a return, you must inform us of your decision by mail at vizcart@vizart.io or by initiating a return directly from your customer account.

Item must be in the same condition that you received it and in its original packaging or equivalent one.

To start a return, you can contact us at vizcart@vizart.io or log in to your account at account.vizcart.io.

Please note that returns will need to be sent to the following address:

Vizart Studio via Arno 48, 05018 Orvieto (TR) Italy

If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value (as agreed upon with Seller). We cannot be held responsible for items damaged or lost in return shipment. Therefore item must be return back with a tracked shipping. We are unable to issue a refund without actual receipt of the item or proof of received return delivery.

Please note that if your country of residence is not Italy, shipping your items may take longer than expected.

You can always contact us for any return questions at vizcart@vizart.io.

Order Cancellations

You may cancel your order at any time before it has been dispatched by contacting us at vizcart@vizart.io. Once an order has been dispatched, it can no longer be cancelled — please use the return process instead.

Return Shipping Costs and Customs (for Non-EU Customers)

For returns coming from countries outside the EU, any re-importation customs charges (including duties, VAT, and clearance fees) are the responsibility of the customer. If such costs are charged when the item re-enters Italy, the amount will be deducted from the final refund. We strongly recommend declaring the package as “returned goods” to help avoid additional charges.

Restocking fee (for Non-EU Customers)

For returns by customers whose country of residence is not within the European Union, a restocking fee of 5% of the price of the returned item may be charged for returns that are not due to damaged, defective, or incorrect products, and that are made outside any statutory right to withdraw under EU consumer law.

This restocking fee covers administrative and handling costs associated with inspecting and processing the returned item. The restocking fee will be deducted from the refund amount.

We will always inform you of the restocking fee that will be applied before issuing your refund. You remain responsible for the cost of return shipping unless the return is due to a defective or damaged item for which the return carriage cost is our responsibility.

For clarity, this restocking fee does not apply to:

• items returned due to being defective, damaged upon delivery, or not as ordered;
• returns made under the consumer protection and right of withdrawal laws applicable to customers purchasing within the European Union.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.

If the item is damaged, defective or wrong, the return shipment cost is the responsibility of VizCart.

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union - Right of Withdrawal

If you are a consumer residing in the European Union, you have the right to cancel or return your order within 14 days from the delivery of the last item, without giving any reason and without penalty. The deadline is extended if it falls on a weekend or public holiday.

To exercise this right, you must inform us before the deadline at vizcart@vizart.io or through your customer account at account.vizcart.io. Once your return request has been accepted, you have 14 days to dispatch the item back to us.

Upon return of the goods in their original condition, you will receive a full refund on your original payment method. Return shipping costs are at your expense unless the item is defective, damaged, or incorrect.

Refunds

We will notify you once we've received and inspected your return to let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at vizcart@vizart.io.