General Conditions for Returns and Exchanges

Products purchased from Vangogh can be returned or exchanged within 14 calendar days from the date of receipt, unless expressly stated otherwise in specific product descriptions or promotional terms. To be eligible for a return or exchange, the product must be unused, in its original packaging, and accompanied by the original invoice or proof of purchase.

Returns or exchanges will not be accepted if the product has been damaged by improper use, altered, or if its resale value is compromised due to missing accessories, manuals, box, or packaging integrity.

The right to return or exchange is granted in accordance with the European Union’s Consumer Rights Directive, ensuring that consumers may withdraw from purchases made online within 14 days without giving any reason.

Return and Exchange Procedures

To initiate a return or exchange, customers must contact our Customer Service team within the stipulated 14-day window by providing relevant order details and reason for returning the product. Once approved, detailed instructions on the return shipment procedure will be provided.

Customers are responsible for returning the products in a secure and appropriate manner, ideally using trackable shipping services to ensure safe delivery. Vangogh is not liable for products lost in transit due to insufficient packaging or use of untrackable postal services.

Upon receipt and inspection of the returned item confirming compliance with our policy, refunds or exchanges will be processed promptly. Items not in compliance will be returned to the customer at their expense or retained until corrective action is taken.

Refund Methods and Timing

Refunds will be issued through the original payment method used at the time of purchase, such as credit/debit cards, bank transfers, or payment wallets. Please note that processing times may vary depending on the payment provider and can take up to 14 business days from the day we confirm receipt of the returned product.

Bank fees or currency conversion charges associated with refund transactions may apply and are borne by the customer unless otherwise stipulated by applicable law.

For partial returns or exchanges, the refund amount will correspond to the value of the returned products minus any applicable shipping or handling fees specified at the time of purchase if those fees are non-refundable.

Non-Returnable and Non-Exchangeable Items

Certain products are excluded from the right of withdrawal and therefore cannot be returned or exchanged due to hygiene, safety, or regulatory reasons. These categories include, but are not limited to:

• Perishable goods such as food, flowers, or other items with a limited shelf life;
• Personal care products and cosmetics once their packaging has been opened;
• Digital downloads and software licenses where the activation code has been delivered or used;
• Customized or personalized items made specifically to customer specifications;
• Sealed goods that are unsuitable for return due to health protection or hygiene reasons and have been unsealed after delivery;
• Gift cards and vouchers;
• Products that have been permanently altered or damaged post-purchase by the customer.

For any questions about specific products, customers are encouraged to contact our Customer Service prior to making a purchase.

Consumer Rights and Exceptions

While our policy aims to accommodate returns and exchanges whenever possible, it is important to note that statutory rights under applicable European consumer law remain unaffected. Customers retain all rights granted by law, including remedies for defective or non-conforming goods.

In case of receiving damaged, defective, or incorrect products, customers must notify us immediately upon receipt so that appropriate remedial action, such as replacement or repair, can be arranged without undue delay.

Any attempt to circumvent these policies or to return items fraudulently may result in refusal of the return and possible legal action.

Data Protection and Privacy During the Return Process

At Vangogh, we prioritize the privacy and security of your personal data in all aspects of our operations, including processing returns and exchanges.

The personal information you provide when requesting a return – such as your name, contact information, purchase details, and shipping address – is collected and processed solely for the purpose of handling your request efficiently and in compliance with applicable data protection laws including the General Data Protection Regulation (GDPR).

We commit to:

• Only use your data for return-related communications and updates;
• Not share your information with third parties except where necessary for logistics providers or payment processors under strict confidentiality agreements;
• Implement appropriate technical and organizational measures to protect your data against unauthorized access, loss, or alteration;
• Retain your information only as long as necessary to fulfil return/exchange obligations and legal requirements;
• Provide you with rights to access, correct, or request deletion of your personal data in accordance to GDPR provisions.

For any concerns or requests regarding your personal data associated with returns, please contact us directly, and we will respond promptly and transparently.

Contact Information for Returns and Inquiries

Should you have any questions, require assistance with the return or exchange of a product, or need to clarify any aspect of this policy, please do not hesitate to contact our Customer Service team via the contact details provided on our website at the time of purchase.

We are committed to providing clear guidance and quick resolutions to ensure your shopping experience with Vangogh remains smooth and satisfactory.

Updates to Our Return and Exchange Policy

Vangogh reserves the right to amend or update this Return and Exchange Policy at any time to reflect changes in legal requirements, business practices, or customer feedback. Any such updates will be published online with a revised effective date indicated by the macro 2026-02-09.

We encourage customers to review our policies periodically to stay informed of current terms and conditions.