Refund policy
Last updated: July 17, 2026
Every VISTINA product is made to order specifically for you. Please read this policy carefully before placing your order.
1. Made-to-order products
Because our products are created only after an order is placed, we do not accept returns, exchanges, or refunds for:
- Choosing the wrong size
- Choosing the wrong color or product
- Changes of mind or buyer’s remorse
- Minor variations in color caused by different screen settings
- Products that fit differently than expected when the correct item and size were delivered
Please review the product description and size guide carefully before completing your purchase.
2. Damaged, defective, misprinted, or incorrect items
If your order arrives damaged, defective, misprinted, or you receive an incorrect item, contact us within 30 days of delivery.
Email us at info@vistina.ch and include:
- Your order number
- A description of the problem
- Clear photographs of the entire item
- Close-up photographs showing the damage, defect, or printing issue
- A photograph of the package and shipping label, if relevant
We will review your claim and may offer a replacement or refund when the issue is confirmed.
Minor differences in print placement, color, texture, or appearance that are normal consequences of the printing and manufacturing process may not qualify as defects.
3. Do not return products without authorization
Please do not send an item back before contacting us.
Depending on where your product was fulfilled, an approved return may need to be sent to a specific fulfillment location. Products sent to our business address or to an unauthorized address may not be received or processed.
In many cases, damaged or defective products do not need to be returned. We will provide instructions after reviewing your claim.
4. Exchanges
We do not offer exchanges for products ordered in the wrong size, color, or style.
If an eligible item is defective or incorrect, we may replace it with the same product, size, and color originally ordered.
5. Order changes and cancellations
Orders are submitted for production shortly after they are placed.
If you need to change or cancel an order, contact us immediately at info@vistina.ch. We will try to accommodate your request, but we cannot guarantee changes or cancellations.
Once production or fulfillment has started, the order can no longer be changed or canceled. Printful currently permits cancellation only while an order is still waiting for fulfillment. Printful cancellation information
6. Lost packages
If your package has not arrived and the tracking information does not show it as delivered, contact us within 30 days after the estimated delivery date.
We may ask you to:
- Confirm the shipping address
- Check with household members or neighbors
- Contact the local carrier or post office
- Provide additional information needed for a carrier investigation
If the shipment is confirmed as lost in transit, we may offer a replacement or refund.
7. Packages marked as delivered
If tracking shows that a package was delivered but you cannot locate it, please:
- Check the delivery location and surrounding area.
- Ask household members, neighbors, reception staff, or building management.
- Contact the carrier directly for delivery details.
- Contact us as soon as possible.
A carrier’s “delivered” status does not automatically qualify an order for a free replacement or refund. We will review the circumstances and assist where reasonably possible.
8. Incorrect or incomplete addresses
Customers are responsible for providing a complete and accurate shipping address.
If an order is returned because the address supplied during checkout was incorrect or incomplete, or because the package was refused or left unclaimed, additional shipping charges may apply before it can be shipped again.
We are not responsible for replacement costs caused by an incorrect address when the order can no longer be corrected. Please contact us immediately if you notice an address error.
9. Approved refunds
If a refund is approved, it will normally be issued to the original payment method.
Once issued, refunds may take 5–10 business days to appear, depending on the payment provider and financial institution. Original shipping charges are refunded only when the entire order qualifies for a refund due to our error or another situation required by applicable law. Shopify refund processing
We cannot issue a refund to a different card, bank account, or payment method.
10. Refused and unclaimed packages
If a package is refused, not collected, or returned to the fulfillment facility, contact us promptly.
Reshipping charges may apply. Packages returned to a fulfillment facility may only be available for reshipment for a limited time.
11. Legal rights
Nothing in this policy excludes or limits consumer rights that cannot legally be excluded or limited under applicable law.
12. Contact us
For questions, cancellations, or problems with an order, contact:
VISTINA
Email: info@vistina.ch
Please include your order number whenever contacting us about an existing order.