Vango Art uses a structured order and escrow process to protect both collectors and artists. Orders are subject to the applicable acquisition, fulfillment, escrow, and return terms.
01 — Order Confirmation
When you acquire an artwork, your order is recorded through the Platform and the applicable payment is processed through the supported payment and escrow process.
The artist then proceeds with the applicable fulfillment requirements.
Once an order has been accepted and fulfillment has begun, cancellation or changes may be subject to the circumstances of the order and the applicable Platform terms.
02 — Before Fulfillment
If you need to raise an issue with an order before fulfillment is completed, contact Vango Art through the applicable support or order process as soon as possible.
Whether an order can be cancelled or modified depends on its status, fulfillment stage, and the applicable terms.
03 — Returns
Returns are governed by the applicable artwork, acquisition, and Platform terms.
A return is not automatically available simply because a collector changes their mind. Where a return is permitted, the applicable return conditions and instructions will apply.
Collectors should not ship an artwork back without first receiving the applicable return instructions from Vango Art.
04 — Damaged, Incorrect, or Undelivered Artwork
If an artwork arrives damaged, materially differs from its listing, or is not delivered as expected, notify Vango Art promptly through the applicable order or support process.
Depending on the circumstances, the Platform may request supporting information such as photographs, shipping records, delivery information, or other documentation necessary to assess the issue.
05 — Refunds
Where a refund is approved under the applicable Platform terms, the refund is processed through the applicable payment process.
The timing of a refund may depend on the payment method, payment processor, escrow status, and resolution of the underlying order issue.
A refund does not become automatic merely because an order is disputed. The applicable circumstances and Platform procedures determine whether a refund is available.
06 — Escrow & Disputes
Where an eligible order issue is raised while funds remain subject to the escrow process, the applicable escrow and dispute procedures will govern the handling of those funds.
The Platform may review information from the collector, artist, shipping provider, or other relevant parties before determining the appropriate resolution.
This process is designed to protect the integrity of the transaction and the interests of both parties.
07 — Failed Fulfillment
If an artist fails to fulfill an accepted order in accordance with the applicable requirements and timeline, the order may be cancelled and the applicable funds handled according to the Platform’s escrow, cancellation, and dispute procedures.
Failure to fulfill an accepted order may also result in suspension of fulfillment privileges or other actions permitted under the Terms of Service.