Refund policy
Last updated: 25 September 2026
Personalized production
Every Vincent van Dog art print is made individually for you using your uploaded photo and the portrait you selected and approved before purchase.
Under Section 312g(2)(1) of the German Civil Code (BGB), there is generally no statutory right of withdrawal for goods that are not prefabricated and whose production is governed by the consumer’s individual choice, or that are clearly tailored to the consumer’s personal needs. We therefore cannot offer a return or refund solely because you do not like the result, have changed your mind or accidentally selected a portrait version that you previously approved.
This does not restrict your statutory rights in the event of defects, damage or an incorrect delivery.
Changes or cancellation before production begins
If you notice an error immediately after ordering, contact us as soon as possible at mteipel@outlook.com and include your order number. If production has not yet begun, we will check whether a change or cancellation is still possible as a gesture of goodwill. There is no entitlement to this for a personalized product.
Damaged, defective or incorrectly delivered prints
Please inspect your order when it arrives. Contact us if:
- the print or packaging was damaged in transit;
- the print has a production or material defect;
- the delivered image does not match the portrait you approved;
- the format or finish differs from your order; or
- you received the wrong item.
Email mteipel@outlook.com and include:
- your order number;
- a brief description of the issue;
- a photo of the complete print;
- detailed photos of the defect; and
- for transit damage, photos of the outer and inner packaging.
Prompt notification, preferably within seven days of receipt, helps us investigate with our production and shipping partners. This request is not an exclusion period and does not restrict your statutory warranty rights.
Our remedy for valid claims
For a valid claim, we will generally first offer a replacement print in the ordered specification at no additional cost. If replacement is impossible or unreasonable, fails, or is not provided within a reasonable period, your statutory rights apply. These may include a price reduction, rescission and refund.
For a valid claim, we cover the necessary cost of remedy and any return that we request. Please do not return a print without contacting us first. If a return is required, we will provide the return address and instructions.
Color and display variations
Screens, brightness settings and ambient light can display colors differently from a fine-art print. Minor, technically unavoidable differences between the on-screen preview and the print do not therefore automatically constitute a defect.
A defect may exist where the print differs materially from the approved image or agreed characteristics, for example due to the wrong image or format, significant color errors, visible production defects or damage.
Refunds
If a refund is agreed or required by law, we will notify you by email. Refunds are generally made to the original payment method. We initiate the refund without undue delay, usually within ten business days after the matter has been resolved. Your bank or payment provider may require additional time to credit the funds.
If the funds have not been credited within 15 business days after our refund confirmation, contact us at mteipel@outlook.com.
Statutory warranty
Your statutory warranty rights apply independently of this policy. This policy does not limit any rights available under mandatory consumer law.
Contact
Marc Teipel – Vincent van Dog
Germanenstr. 19C
13156 Berlin
Germany
Email: mteipel@outlook.com