Refund policy
We want you to feel confident with every purchase from Atelier & Co. This policy explains your rights and how we handle cancellations, returns, refunds and faulty goods in accordance with UK consumer law.
1. Your Right to Cancel (Change of Mind)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.
To exercise this right, you must notify us within 14 days of delivery by emailing info@atelierco.store with your name, order number and a clear statement that you wish to cancel your order.
Once you have notified us, you must return the goods within a further 14 days.
You must take reasonable care of the goods while they are in your possession. Items should be returned unused and in original condition where possible.
Refunds for Cancelled Orders
When cancellation is exercised correctly, we will refund:
- The full cost of the goods; and
- The cost of standard delivery (if paid).
If you selected an enhanced delivery service (for example, next-day delivery), we are only required to refund the cost of standard delivery.
Return postage costs are the responsibility of the customer unless the goods are faulty, damaged or misdescribed.
Refunds will be issued within 14 days of receiving the returned goods or receiving evidence that they have been sent back.
2. Hygiene & Sealed Products
For health protection and hygiene reasons, the right to cancel does not apply to sealed goods which are not suitable for return once unsealed after delivery.
This includes cosmetic and skincare products where the hygiene seal, tamper seal or protective packaging has been broken after delivery.
If a product has been opened, used or unsealed, we reserve the right to refuse a refund under the cancellation regulations. This does not affect your statutory rights if goods are faulty.
3. Faulty, Damaged or Misdescribed Goods
Your rights under the Consumer Rights Act 2015 are separate from your cancellation rights.
Goods must be:
- Of satisfactory quality;
- Fit for purpose; and
- As described.
If your item is faulty, damaged on arrival, or not as described, you may be entitled to a repair, replacement or refund.
You have a short-term right to reject faulty goods within 30 days of delivery. After 30 days, we may offer repair or replacement in the first instance.
We ask that you notify us as soon as possible (ideally within 7 days of discovering the issue) so we can resolve matters promptly. This does not limit your statutory rights.
To report a faulty item, please email info@atelierco.store with your order number, description of the issue and photographic evidence where possible.
4. Non-Returnable Items
The following items are non-returnable unless faulty:
- Opened or unsealed cosmetic or skincare products;
- Gift cards;
- Personalised or bespoke products.
5. How Refunds Are Processed
Approved refunds will be issued to the original payment method unless otherwise agreed.
We will notify you by email once your refund has been processed.
Please allow additional time for your bank or payment provider to complete the transaction.
6. Return Instructions
To initiate a return, please contact info@atelierco.store before sending any items back.
We recommend using a tracked postal service, as we cannot be responsible for items lost in transit.
7. Store Credit
Where appropriate, we may offer store credit instead of a refund. Store credit is valid for 12 months from the date of issue and cannot be exchanged for cash.
This policy does not affect your statutory rights under UK law.