Refund policy

Returns & Refunds Policy

At Vistara, we want every piece you bring into your home to feel exactly right. If something about your order doesn't work, we're here to help you resolve it.

1. How to Request a Return

To begin a return or refund, reach out to our team through one of the following:

  • Email: support@vistara-us.com — include your full name, order number, and the item(s) you wish to return
  • Return form: available at vistara-us.com

Our team will review your request and respond within 1 to 3 business days.

2. Return Window

Vistara offers a 10-day return window from the date your order is delivered. Return requests submitted after this period will not be eligible, except in cases involving manufacturing defects or damage caused during transit.

3. Item Eligibility

To qualify for a return, all of the following conditions must be met:

  • The item must be completely unused — no signs of installation, placement, assembly, or display in a home environment.
  • All original packaging, protective materials, hardware, and documentation must be present and intact.
  • The item must show no scratches, marks, or alterations of any kind.
  • The return request must be submitted within 10 calendar days of the delivery date.

Non-returnable items:

  • Items that have been installed, hung, assembled, or used in any way.
  • Items with missing hardware, damaged original packaging, or removed protective materials.
  • Customized or made-to-order products.
  • Items damaged by the customer through improper handling or installation.

4. Return Process

  1. Email support@vistara-us.com or submit the return form at vistara-us.com — include your order number and reason for the return.
  2. Our team will respond within 1 to 3 business days with return confirmation and detailed shipping instructions.
  3. Pack the item securely in its original packaging — use the original protective materials to prevent damage in transit.
  4. Once we receive and inspect the returned item, your refund will be processed as described in Section 5.

5. Return Shipping Costs

  • Defective or incorrect item: Vistara covers all return shipping costs at no charge to you.
  • Change of mind / voluntary return: Return shipping is the customer's responsibility. We strongly recommend using a tracked and insured service, as home decor items can be fragile and valuable.

6. Refunds

Once the returned item is received and passes our inspection, Vistara will process your refund within 14 calendar days.

Refunds are issued to the original payment method used at checkout. No alternative payment methods are available for refunds.

The refund covers the full product price. Original shipping costs are not refunded on voluntary returns unless the entire order is returned. Allow an additional 3–10 business days for the amount to reflect in your account, depending on your bank or payment provider.

7. Product Warranty

All products sold by Vistara carry a 10-day warranty from the date of delivery, covering manufacturing defects such as structural flaws, broken components, or material issues present at the time of purchase. This warranty does not apply to damage resulting from improper installation, misuse, normal wear and tear, or accidental damage.

US customers are covered under applicable FTC regulations and state consumer protection laws. EU customers purchasing from Vistara are additionally protected under EU Directive 2019/771/EU on contracts for the sale of goods.

To report a defect within the warranty period, email support@vistara-us.com with a description of the issue and clear photos of the affected area and the product as a whole.

8. Damaged or Incorrect Items

Decorative items are delicate and can be affected by shipping conditions. If you receive a damaged or incorrect item, contact us at support@vistara-us.com within 48 hours of delivery. Include clear photos of the item, any breakage or damage visible, and the outer packaging as received.

Vistara will arrange, at no cost to you, a replacement shipment or — if the product is unavailable — a full refund including original shipping costs.

9. Order Cancellations and Out-of-Stock Products

If a product is unavailable at the time your order is processed, we will notify you by email, cancel the affected order, and issue a full refund within 14 calendar days via your original payment method.

This policy complies with applicable US Federal Trade Commission (FTC) regulations and state consumer protection laws.