Refund policy
Returns & Refunds Policy
At Atelier De Luxe, we aim to ensure your experience with our products is seamless and satisfactory. We understand that on occasion, a selection may not meet the specific requirements of your project. The following policy is designed to provide a transparent and fair process for all our clients.
1. The 30-Day Return Window
We offer a 30-day return period that begins the day your order is confirmed and delivered by the carrier. To be eligible for a return, the request must be initiated within this timeframe. Requests submitted after the 30-day window has expired are ineligible for processing.
2. Eligibility & Product Integrity
To ensure quality standards are maintained, all returns undergo a thorough inspection upon arrival at our facility. To qualify for a return, items must meet the following criteria:
- Original Condition: The item must be in the exact condition in which it was received—entirely unused, uninstalled, and unwashed.
- Authentication & Tagging: All original brand tags, security seals, and labels must remain attached and undisturbed.
- Complete Packaging: Items must be returned in their original packaging, including any dust bags, protective materials, or specialised hardware boxes.
- Documentation: A valid receipt or proof of purchase is required to validate the transaction.
3. Custom and Final Sale Items
Certain items are excluded from our return policy to maintain inventory integrity:
- Sale Items: Merchandise purchased at a discounted price or during a promotional event is considered Final Sale and is not eligible for return or exchange.
- Gift Cards: We do not accept returns on digital or physical gift cards.
- Customised Items: Items that have been customised or modified to specific client requirements are non-returnable. If you are unsure about the status of a specific product, don't hesitate to get in touch with us before purchase.
4. Return Procedure
To ensure your return is handled efficiently, please follow these steps:
- Request Authorisation: Contact our customer service team at hello@atelierdeluxe.online. Please include your order number and a brief description of the item you wish to return.
- Shipment Instructions: Once your return is approved, we will provide a shipping label and instructions on how to send your package.
- Unauthorised Returns: Items sent to our facility without prior approval will not be accepted and may be returned to the sender at their expense.
5. Damaged or Incorrect Merchandise
We take great care in our quality control and packaging. However, please inspect your order immediately upon receipt. If you believe you have received a defective, damaged, or incorrect item, contact us at hello@atelierdeluxe.online within 48 hours of delivery. This allows us to evaluate the issue and rectify the situation promptly.
6. Exchanges
To provide the most efficient service, we operate an exchange-by-return model. Please return the original item for a refund (subject to the eligibility criteria above) and place a new, separate order for the replacement item through our online shop.
7. Refund Processing
Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.
- Approved Refunds: If approved, the refund will be processed automatically to your original method of payment.
- Processing Timeline: Please allow up to 10 business days for the refund to be processed by our system.
- Banking Delays: Note that financial institutions often require additional time (typically 3–5 business days) to post the transaction to your statement.
- Support: If more than 15 business days have passed since your refund was approved and you have not received the credit, please contact us at hello@atelierdeluxe.online.