Refund policy
Last updated: June 14, 2026
VANTENZ creates made-to-order printed products based on customer artwork and specifications. Because custom products cannot usually be resold, our return and cancellation rules differ from those for standard retail goods.
Quality Guarantee
Please contact us at hello@vantenz.com within 60 days after delivery if your order arrives damaged, contains the wrong product, or has a manufacturing error that materially differs from the approved order specifications.
Include your order number, a description of the issue, and clear photos or video showing the product, packaging, and shipping label. Please keep the products and packaging until we finish reviewing your claim.
If we confirm that the issue was caused by production or fulfillment, we may provide an appropriate remedy such as a reprint, replacement, store credit, or refund. We will not require you to pay return shipping for a confirmed VANTENZ error.
Custom Product Limitations
Approved custom products are generally final sale. We cannot offer a refund or free replacement for issues caused by:
- errors, low resolution, incorrect dimensions, spelling, colors, or content in customer-supplied artwork;
- a design or result that matches the approved proof but does not meet a subjective preference;
- minor differences in color, alignment, cutting, thickness, finish, or lenticular effect that fall within normal production tolerances;
- differences between screen colors and printed colors;
- damage caused after delivery, misuse, improper storage, or modification; or
- an incorrect shipping address supplied by the customer.
When available, we recommend ordering a sample or approving a production proof before placing a large order.
Cancellations and Changes
Contact us as soon as possible if you need to cancel or change an order. We may approve a cancellation or change only before artwork preparation or production has begun. Once design work, proofing, material preparation, or production has started, related costs may be deducted from any refund, and cancellation may no longer be possible.
Changes requested after proof approval may require a new quote and may delay production.
Shipping Problems
If tracking shows delivery but you cannot locate the package, check with household members, neighbors, the carrier, and the delivery location first. Contact us promptly if the package remains missing. Carrier investigations and remedies depend on the shipping service used.
Orders refused, abandoned, or returned because of an incorrect address, failed delivery, or unpaid import charges are not automatically eligible for a refund. Any refund approved in these circumstances may exclude production, shipping, customs, and return-to-sender costs.
Returns
Do not send products back without written authorization from VANTENZ. Unauthorized returns may be refused. If a return is approved, we will provide instructions and the appropriate return destination.
Refund Timing
Approved refunds are issued to the original payment method. VANTENZ normally processes an approved refund within 5–10 business days, but your bank or payment provider may require additional time to post it.
Contact
For order issues, email hello@vantenz.com and include your order number.