At Vangaghmuseum, we are committed to ensuring your complete satisfaction with every purchase. Understanding your rights and our procedures regarding returns and exchanges is essential for a transparent and trustworthy shopping experience. This Return and Exchange Policy outlines your options and details the conditions under which returns and refunds are processed, all in compliance with current European consumer protection regulations.
Customers have the right to return or exchange eligible products purchased through our online store within a specified period, subject to the terms described below. All return requests must be submitted within 14 calendar days from the date of receipt of the goods. This period complies with the established statutory withdrawal rights applicable to distance sales across Europe. To initiate a return or exchange, customers are required to notify us by contacting our customer service team with proof of purchase and details about the item(s) they wish to return or exchange.
Returned items must be unused, in their original packaging, and in the same condition as when received, including all labels, tags, and accompanying documentation. Items that show signs of use, damage, or altered packaging may not qualify for a refund or exchange.
To facilitate a smooth and timely return, please follow these steps:
Once the returned product is received and inspected, we will notify you of the outcome and the acceptance or refusal of your return.
Upon successful processing of the returned item, refunds will be issued within 14 days from receipt of the returned goods. Refunds will be made using the same payment method originally used for the purchase unless otherwise agreed. The customer is responsible for any costs associated with the return postage unless the return is due to a fault or error on our part.
For partial returns or exchanges, refunds will be calculated based on the value of the returned item(s), excluding any shipping fees paid, unless the product was faulty or incorrectly dispatched. Please note that refund processing times may vary depending on your bank or payment provider.
Exchanges are subject to product availability. If you wish to exchange a product, please contact us within 14 days of receipt mentioning the preferred item. We recommend initiating a return and placing a new order for the replacement item to avoid waiting times and ensure stock availability. We do not cover additional shipping costs for exchanges unless the original item was defective or sent incorrectly.
Due to hygiene, safety, or regulatory reasons, the following categories of items are not eligible for return or exchange unless received damaged or defective:
If you receive a product that is defective, damaged during shipping, or incorrect, please contact us immediately upon delivery. You must notify us within 7 days of receipt to be eligible for a full refund, replacement, or repair at no additional cost. Please retain all packaging and provide photographic evidence when reporting such issues.
We will cover reasonable return shipping costs for faulty or wrongly dispatched products and strive to resolve the matter promptly in a manner convenient to you.
Your privacy and data protection rights are of utmost importance to us. All personal data collected throughout the return or exchange process are handled in strict accordance with applicable European data protection regulations (including GDPR). We collect only necessary information, such as your name, contact details, order information, and reasons for return, solely to process your claim efficiently.
Any personal data processed in connection with returns will not be shared with third parties except where necessary for logistics handling or legal obligations. Data retention periods comply with statutory requirements, and you have the right to access, rectify, or request deletion of your personal data by contacting our customer service.
Vangaghmuseum disclaims liability for damages arising from improper use of products or failure to follow provided care instructions. Returns are only accepted for products purchased directly through our official online shop, not from third-party sellers or marketplaces unless explicitly stated.
We reserve the right to refuse returns that do not meet the stated conditions or are returned outside the designated time frames. Refunds may also be withheld if the product is damaged after receipt due to misuse or negligence.
For assistance with returns, exchanges, or other inquiries related to this policy, please reach out to our customer care team through the contact details provided on the website. We are dedicated to providing clear, courteous assistance to facilitate a hassle-free resolution.
Effective date of this policy: 2026-01-06