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Refund policy



Returns, Refunds & Artisan Guarantee


About this page: This page provides a customer-friendly summary of VantoArk’s returns, refunds, cancellations, and voluntary Limited Artisan’s Guarantee. For the complete terms governing your purchase, please read our full Returns, Refunds & Cancellations Policy. If this summary and the full policy differ, the full policy applies, subject always to any mandatory consumer rights available under applicable law.

We want every VantoArk order to arrive as expected and in good condition. Because many of our products involve handcrafted production, natural materials, or customer-selected details, please review the product description, dimensions, photographs, processing time, available variations, and personalization details carefully before ordering.

Except where required by applicable law or otherwise expressly approved by VantoArk, we do not offer voluntary change-of-mind returns or product exchanges.

Our commitment to you: If something is wrong with your order, or you are genuinely dissatisfied, please contact us. We will review the circumstances and work toward an appropriate solution. This does not limit any statutory rights relating to faulty, damaged, incorrect, unsafe, misdescribed, or non-conforming products.

1. Change-of-Mind Returns and Exchanges

Except where applicable law provides otherwise, VantoArk does not accept voluntary returns or exchanges solely because:

  • You changed your mind after placing or receiving the order;

  • The product no longer suits your personal preference;

  • You selected the wrong product, design, color, size, quantity, or variation;

  • You did not review the stated dimensions or product description before ordering;

  • You expected normal handcrafted or natural-material variations to be identical to the photographs;

  • The order did not arrive before a personal event date that VantoArk did not expressly guarantee.

We do not generally offer voluntary product exchanges. Where a return is legally required or otherwise approved, you may place a new order for a different product after the original matter has been resolved.

2. When You Are Not Completely Satisfied

We understand that receiving a handcrafted product can be personal. Occasionally, a customer may feel that something is not quite right even where the product is not technically defective.

If you are genuinely dissatisfied, please contact us within 14 days after delivery where reasonably possible and explain your concern.

Depending on the circumstances, we may consider solutions such as:

  • Care, shaping, use, or display guidance;

  • A minor adjustment or repair;

  • A remake or replacement;

  • Store credit;

  • A partial refund;

  • A full refund where appropriate.

These customer-satisfaction solutions are considered individually and do not create an automatic entitlement to a return, replacement, store credit, or refund where the product is not defective and substantially matches the order.

Any discretionary solution offered by VantoArk is separate from and does not reduce mandatory consumer rights.

3. How to Contact Us About an Order

Please email support@vantoark.cn and include, where relevant:

  • Your full name;

  • Your order number;

  • A clear description of the issue;

  • Clear photographs of the product;

  • Photographs of the packaging;

  • A photograph of the shipping label;

  • The resolution you would like us to consider.

Please retain the product and, where reasonably possible, its packaging until we have reviewed the matter and provided instructions.

4. Custom and Personalized Products

Some VantoArk products are created according to customer-selected specifications or are clearly personalized for an individual customer.

Examples may include requested:

  • Names, initials, dates, or written messages;

  • Special clothing colors or color combinations;

  • Wedding details;

  • Personal accessories;

  • Pet markings or physical characteristics;

  • Changes to an existing design;

  • Other customer-requested modifications.

Except where applicable law provides otherwise, products made according to a customer’s individual specifications or clearly personalized for that customer are not eligible for change-of-mind returns or exchanges.

A standard product does not automatically become legally personalized merely because it is handmade or produced after an order is placed.

5. Handmade and Natural Variations

Handcrafted products and products made from natural materials may have reasonable individual variations. These can include differences in shape, proportions, expression, color placement, texture, surface finish, natural markings, grain, and the positioning of handcrafted details.

Reasonable variations are not considered defects where the product substantially matches its description, dimensions, photographs, selected design, and intended appearance.

Photography, lighting, and screen settings may also cause colors to appear slightly different.

This section does not apply where a product is materially different from what was ordered, significantly damaged, structurally defective, incorrectly personalized by VantoArk, or otherwise not as described.

6. Damaged, Defective, Missing, or Incorrect Products

Please inspect your order after delivery and contact us as soon as reasonably possible if:

  • The product arrived damaged;

  • The product has a manufacturing or structural defect;

  • You received the wrong product;

  • An item or essential component is missing;

  • VantoArk completed agreed personalization incorrectly;

  • The product is materially different from its description.

For the fastest assistance, please contact us within 14 days after delivery. This requested reporting period does not shorten any mandatory statutory right or the Limited Artisan’s Guarantee described below.

After reviewing the information, we will provide an appropriate remedy based on the circumstances and applicable law. This may include:

  • Repair;

  • Replacement or remake;

  • Partial refund or price reduction;

  • Full refund.

In many approved cases, the original product will not need to be returned. We may, however, request additional evidence or require a return where reasonably necessary.

If a confirmed defective, damaged, materially misdescribed, or incorrectly supplied product must be returned, VantoArk will provide instructions and cover the approved reasonable return-shipping cost.

7. VantoArk Limited Artisan’s Guarantee

In addition to any rights provided by applicable law, VantoArk offers a voluntary Limited Artisan’s Guarantee for confirmed defects in original workmanship or structural construction.

What the Guarantee Covers

The guarantee applies where a product separates, breaks, cracks, or develops a structural failure during normal decorative use because of a verified defect in its original craftsmanship or construction.

The guarantee does not have a fixed expiration date for a verified original workmanship or structural defect, provided that the original purchase can be reasonably confirmed.

What the Guarantee Does Not Cover

The guarantee does not cover damage caused by:

  • Accidental drops, impact, crushing, bending, pulling, or rough handling;

  • Use in a manner inconsistent with the product’s intended purpose;

  • Pets, insects, moths, or other animals;

  • Water, excessive humidity, heat, fire, or prolonged direct sunlight;

  • Improper cleaning, staining, contamination, or storage;

  • Normal wear, surface fuzzing, compression, fading, or aging;

  • Reasonable handcrafted or natural variations;

  • Loss, theft, or disposal of the product;

  • Alterations, modifications, or attempted repairs by another party.

Remedy Under the Guarantee

If a guarantee claim is approved, VantoArk will generally provide a complimentary replacement, a reasonably comparable replacement, or another appropriate solution.

Because handcrafted designs may change or become unavailable, an exact replacement cannot always be guaranteed.

For an approved guarantee claim submitted within 30 days after delivery, VantoArk will cover standard replacement shipping.

For an approved voluntary guarantee claim submitted more than 30 days after delivery, the replacement product will remain complimentary, but the customer may be responsible for reasonable shipping and handling charges disclosed before dispatch.

No shipping or handling charge will apply where mandatory law requires the remedy to be provided without cost.

8. Return Authorization and Return Address

Please contact us before mailing any product back. After reviewing your request, we will confirm whether a return is approved or legally required and provide written return instructions and the designated return address.

Please include your full name and order number inside the package.

Do not use cash on delivery, postage due, collect-on-delivery, or another service requiring VantoArk to pay unapproved charges upon receipt.

9. Return Shipping and Original Shipping Charges

For an approved voluntary or statutory change-of-mind return, the customer is responsible for the direct cost of return shipping unless applicable law requires otherwise.

Except where required by law, original shipping charges are non-refundable.

Where a full refund is approved because a product was defective, damaged, incorrect, or materially not as described, original standard shipping charges will also be refunded where appropriate or legally required.

We recommend using a trackable shipping method and retaining your tracking number and shipping receipt until the return has been completed.

10. Condition of Returned Products

Returned products should include all essential components and, where reasonably possible, their original packaging.

Where applicable consumer law allows a customer to inspect a product, the product may be handled only to the extent reasonably necessary to determine its nature, characteristics, and condition.

Where permitted by law, VantoArk may reduce a refund to reflect a loss in value caused by handling beyond what is reasonably necessary to inspect the product.

An otherwise eligible return will not be rejected solely because outer packaging has been opened where applicable law permits reasonable inspection.

11. Sale, Clearance, and Final Sale Products

Products expressly identified as Final Sale before purchase are not eligible for voluntary returns or exchanges, except where applicable law provides otherwise.

A sale price, clearance price, promotional price, discount code, or automatic storewide discount does not by itself remove statutory consumer rights.

Final-sale status does not affect mandatory rights relating to products that arrive damaged, defective, unsafe, incorrectly supplied, misdescribed, or otherwise not in conformity with the order.

Gift cards are not eligible for voluntary return or cash refund except where required by applicable law.

12. Order Cancellations and Changes

Please contact us as soon as possible if you need to cancel or change an order.

Because preparation, production, personalization, packing, or fulfillment may begin shortly after purchase, we cannot guarantee that an order can be cancelled or modified after work has begun.

Custom or personalized orders may become non-cancellable once production or personalized work has begun, except where applicable law provides otherwise.

If VantoArk approves a cancellation before dispatch, the applicable amount will be refunded to the original payment method.

13. Refund Processing

Approved refunds will be issued to the original payment method unless another method is expressly agreed or required by applicable law.

Outside a specific statutory refund deadline, we aim to issue an approved refund within 10 business days after receiving and inspecting the returned product or, where no return is required, after the claim has been reviewed and all reasonably requested information has been received.

After VantoArk issues a refund, your bank, card issuer, or other payment provider may require additional processing time before the funds appear in your account.

If more than 15 business days have passed since we confirmed that your refund was issued, please contact support@vantoark.cn.

14. Customers in Other Jurisdictions

Customers in certain countries, states, provinces, or territories may have additional mandatory rights concerning cancellations, product conformity, warranties, repairs, replacements, refunds, or shipping costs.

Nothing on this page excludes or restricts a right or remedy that cannot legally be excluded or restricted.

Where applicable mandatory law conflicts with this summary, the mandatory law will prevail.

15. Contact Information

  • Trade name: VantoArk

  • Customer support email: support@vantoark.cn



Please contact us first and receive written return instructions before sending any product returns.