Refund policy
ATELIERLIVING.SHOP
Return, Refund & Replacement Policy
Your guide to cancellations, returns, replacements, and refunds
Document reference: AL-POL-RRR-01 | Effective date: 1 August 2026 | Version 1.0
1. Our Commitment
At AtelierLiving.shop, we want you to be fully satisfied with your purchase. This policy explains how order cancellations, returns, replacements, and refunds work, and what conditions apply. By placing an order with us, you agree to the terms below.
2. Order Cancellation Policy
You may request to cancel your order within 24 hours of placing it, provided the order has not yet been processed or shipped.
• To cancel, contact our support team as soon as possible with your order number.
• Cancellation requests made after 24 hours of placing the order cannot be accepted, as the order may already be in processing or on its way to you.
• If your order has already been shipped, it is no longer eligible for cancellation, but it may still qualify for a return once delivered, under the terms in this policy.
3. Return & Replacement Window
We offer a 7-day return and replacement window, starting from the date your order is delivered.
Requests made after 7 days from delivery will not be accepted.
4. Eligibility Conditions
To qualify for a return or replacement, all of the following must be met:
• The request is submitted within 7 days of the delivery date.
• The product is unused, uninstalled, and in its original condition, including all original packaging, accessories, manuals, and tags (where applicable).
• The product is not one of the excluded categories listed in Section 6 below.
• For claims of damage, defect, wrong item, or missing parts, clear photo and/or video evidence is provided showing the issue, the product, and the packaging/label as received.
5. Damaged, Defective, Wrong, or Missing Items
If your item arrives damaged, defective, incorrect, or with parts missing, please contact us within 7 days of delivery with the following:
• Your order number.
• A clear photo or short video of the product showing the issue.
• A photo of the shipping label/packaging.
• A brief description of the problem.
Once received, our team will review the evidence and confirm the outcome (replacement or refund) within 2 business days.
6. Non-Eligible Cases
Returns or replacements will not be accepted in the following situations:
• The request is made after the 7-day window has passed.
• The product shows signs of use, installation, washing, alteration, or damage caused after delivery.
• Original packaging, tags, accessories, or manuals are missing (unless the claim is for a missing item at delivery, per Section 5).
• The reason for return is a simple change of mind on a product that was delivered correctly, complete, and undamaged, once the item has been used or unsealed.
• Hygiene-sensitive personal care items that have been opened or used, in line with standard UAE retail practice for such products.
• No supporting photo/video evidence is provided for damage, defect, or wrong-item claims where requested.
7. Approval Process
All return and replacement requests must be reviewed and approved by our support team before you send anything back or before any replacement/refund is processed. Please do not return an item without first receiving approval and instructions from us, as unapproved returns may not be eligible for a refund or replacement.
8. Replacement Procedure
• Once a replacement is approved, we will confirm the process with you, which may involve arranging a pickup of the original item and/or shipping the replacement.
• Replacements are subject to product availability. If the item is unavailable, we will offer a refund or a suitable alternative instead.
• Approved replacements are typically dispatched within 3–5 business days of approval.
9. Refund Policy & Timeline
• Refunds are issued once a return or cancellation has been approved by our team, and, where applicable, once the returned item has been received and inspected.
• Approved refunds are processed within 5–10 business days.
• Refunds are issued to the original payment method used at checkout. For Cash on Delivery orders that are cancelled before dispatch, no refund is required since no payment was collected; for cancellations after payment (e.g., prepaid orders), the refund will be returned via the original payment method or bank transfer, as applicable.
• Any bank or payment provider processing charges are outside our control and are not covered by AtelierLiving.shop.
10. How to Start a Request
To request a cancellation, return, replacement, or refund, please email our support team with your order number, a description of the issue, and any required photos/videos. Our team will guide you through the next steps.
Contact Us
Our customer support team is here to help with any questions about your order.
Customer Support Email: connectatelierliving@gmail.com
Website: www.atelierliving.shop
Support Hours: Sunday – Thursday, 9:00 AM – 6:00 PM (UAE time)