RETURNS & REFUNDS POLICY (UK)
Your satisfaction is our priority. If something didn’t go as expected, we’re here to help with a clear and fair return process.
This policy applies to consumer orders shipped to the United Kingdom. Nothing in this policy affects your statutory consumer rights.
1) Cancellation & return window (14 days)
If you are a UK consumer buying online, you have the right to cancel your order within 14 days of receiving your goods (the “cooling-off period”), without giving any reason.
- You must notify us within 14 days of delivery that you wish to cancel.
- After you notify us, you have a further 14 days to send the item(s) back.
To request a cancellation/return, please email atelierambienceshop@gmail.com
with your order number and a clear statement that you wish to cancel/return your order.
2) Return conditions
To be eligible for a return, the item must be:
- Unused, unwashed, and in original condition
- In the original packaging, with tags/accessories (if applicable)
We may reduce the refund amount if the item shows signs of unnecessary handling, use, washing, damage, or missing parts.
3) How to start a return
Email atelierambienceshop@gmail.com with:
- Order number
- Reason for return (optional for cancellations within the cooling-off period)
- Photos (only if the item is defective/damaged/incorrect, or if requested to help process your case faster)
4) Return authorisation & return address (important)
To avoid lost packages and delays, please contact us before sending any return.
After your request is approved, we will email you:
- A return authorisation (RMA), and
- The correct return address.
Return addresses may vary by product and batch. When available, returns may be processed through a regional returns facility (e.g., UK/EU). In other cases, a different facility address may apply.
Do not send returns to the address shown on the parcel, as this may delay processing.
5) Refunds (timeline)
We will issue your refund to the original payment method within 14 days of:
- receiving the returned goods, or
- receiving proof that you have sent the goods back (whichever is earlier).
If you cancel within the 14-day cooling-off period, we will refund:
- the price you paid for the item(s), and
- the cost of standard delivery (if standard delivery was charged and applicable).
If you chose a delivery method more expensive than our standard option, we do not refund the additional cost.
Your bank/card provider may take additional time to reflect the refund in your account.
6) Return shipping costs
- Change of mind / size / preference (cancellation): return shipping is paid by the customer, unless we state otherwise.
- Defective / damaged / wrong item: we cover return shipping and/or provide a replacement or full refund (case-by-case).
7) Refund without return (case-by-case)
For certain low-value orders or specific situations, we may offer a refund without requiring a return. If applicable, we will confirm this in writing by email and may request photo evidence.
8) Non-returnable items
We do not accept returns for:
- Items that have been used, washed, or damaged by improper handling
- Personalised/custom-made items (where applicable)
- Sealed hygiene items once opened (where applicable)
If an item is faulty or not as described, different rights may apply.
9) Wrong or defective item
If your item arrives damaged, defective, or incorrect, contact us as soon as possible at atelierambienceshop@gmail.com
with:
- Order number
- Clear photos/video of the issue
We will resolve it with a replacement or a refund, including shipping costs when applicable.
Contact
Email: atelierambienceshop@gmail.com
Customer support hours: [Mon–Fri 09:00–17:00 GMT/BST]
