Refund policy

Returns & Refunds

We want you to be happy with your order from Vistu Shop. This policy explains how returns and refunds work. It does not affect your statutory rights under UK consumer law.

1. Changed your mind? 14-day right to cancel

You can cancel your order for any reason within 14 days, starting the day after you receive your item.

  • To cancel, contact us through our Contact page with your order number and let us know you would like to return the item.
  • We will reply with the return address and instructions.
  • Please send the item back within 14 days of telling us you want to cancel.
  • For change-of-mind returns, you are responsible for the cost of return postage. We recommend a tracked service, as the item remains your responsibility until it reaches us.
  • Please return the item with all parts and accessories. You may handle the item as you would in a shop to check it, but we may reduce your refund if its value has been reduced by handling beyond that.

2. Faulty, damaged or not as described

If your item arrives faulty, damaged or not as described, please contact us as soon as possible with your order number and a photo or short video of the problem.

  • Within 30 days of delivery you are entitled to a full refund.
  • After 30 days, we will offer a repair or replacement, or a refund where that is not possible, in line with the Consumer Rights Act 2015.
  • For faulty items, we cover the cost of return postage.

3. Refunds

  • We will refund you within 14 days of receiving the returned item, or of receiving evidence that you have sent it back, whichever is sooner.
  • If you cancel within the 14-day period, your refund includes the original standard delivery charge (our standard UK delivery is free).
  • Refunds are made to your original payment method.

4. Wrong or incomplete address

Please check your delivery address carefully at checkout. If a parcel is returned to us because the address provided was incorrect or incomplete, contact us and we will arrange to resend it or refund you (less any additional delivery cost).

5. Contact us

For any questions about returns, please get in touch through our Contact page. We aim to reply within 1–2 working days.