Viasim Studios | Art Prints & Merchandise Return Policy

Effective Date: June 2026

At Viasim Studios, we want you to love your art prints and merchandise. Because our apparel, accessories, and prints are made to order or produced in limited runs, we handle returns and exchanges under the specific guidelines below.

(Please note: This policy applies only to retail art prints and merchandise. All sales for original paintings, custom paintings, canvases, and murals remain strictly final.)

1. 14-Day Return & Exchange Window

We accept returns and exchanges on standard prints and apparel within 14 days of the delivery date. To be eligible for a return or exchange, your item must be:

• Unused, unwashed, and in the exact same condition that you received it.

• In its original packaging (including protective sleeves for prints).

• Free from any smoke, pet hair, or signs of wear.

2. Damages, Defects, & Incorrect Items

If your print or merch arrives damaged during transit, has a manufacturing defect, or if you received the wrong item/size, we will make it right at no extra cost to you.

• Report Window: You must notify us at [Insert Email Address] within 48 hours of delivery.

• Requirements: Please include your order number and clear photographic proof of both the damaged item and the shipping packaging.

• Resolution: Upon verification, we will ship out a replacement immediately. If the item is out of stock, a full refund will be issued to your original payment method.

3. Non-Returnable Items

The following items cannot be returned, exchanged, or refunded unless they arrive damaged or defective:

• Limited Edition & Hand-Signed Prints: Due to their rare and collectible nature, these sales are final.

• Sale & Clearance Items: Any items purchased from a "Sale," "Clearance," or "Mystery Box" section.

• Gift Cards: Digital or physical gift certificates.

• 4. How to Return or Exchange An Item

  If you need to return or exchange an eligible item, you can initiate the process through our self-service customer portal or via email:

  • Option A: Self-Service Return (Recommended)

    1. Log into your customer account on our website using the email address associated with your order.

    2. Go to your order history, select the order containing the prints or merchandise you wish to return, and click Request Return.

    3. Select the specific items, choose a return reason, and submit the request.

    4. Once approved, you will receive an email with packing instructions and your return shipping details.

  • Option B: Email Support

    • If you encounter any issues with the portal or are requesting an exchange for a different size, email viasimstudios.help@outlook.com with your order number and the details of your request.

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Cancellations

• Custom Artwork: Cancellation notice must be given at least one week (7 days) prior to the scheduled start date. All deposits already paid remain non-refundable.

• Murals: Cancellation notice is required at least two weeks (14 days) prior to the projected project start date. All mural deposits remain non-refundable.