Returns, Refunds & Order Policy

Atelier & Co creates quiet botanical rituals for skin, self, and space. Each product is small-batch crafted and carefully packed in our Lancashire atelier. As an independent maker, we take great care with every order and aim to resolve any issues thoughtfully and fairly.

This policy explains your rights and our procedures when purchasing from Atelier & Co online.

1. Your Right to Cancel

Under UK distance selling law, customers have the right to cancel an order within 14 days of receiving goods, without giving a reason.

To exercise this right, please contact:

info@atelierco.store

within 14 days of delivery.

Items must then be returned within 14 days of cancellation confirmation.

2. Condition of Returned Items

Returned goods must be:

• Unused
• Unopened
• In their original packaging
• In resalable condition

Customers may handle goods only to the extent necessary to establish their nature and function.

If returned items show signs of use beyond reasonable inspection, we reserve the right to reduce the refund to reflect any loss in value.

3. Hygiene & Cosmetic Product Exemptions

Many Atelier & Co products are skincare, oils, aromatherapy blends, and cosmetic preparations.

For health and safety reasons, the following items cannot be returned once opened:

• Facial oils
• Creams and balms
• Aromatherapy oils
• Bath or body preparations
• Any cosmetic product with a broken hygiene seal

Unless faulty, these items become non-returnable once opened or used.

4. Refund Process

Once returned goods are received and inspected, refunds will be issued within 14 days.

Refunds will be processed to the original payment method.

Refunds include:

• The returned product value
• The original standard delivery cost

Upgraded delivery services are not refundable.

We may withhold a refund until goods are received or proof of return is provided.

5. Return Shipping

Customers are responsible for return postage unless:

• The product is faulty
• The item was damaged in transit
• An incorrect item was sent

We recommend using tracked delivery, as Atelier & Co cannot be responsible for items lost during return shipping.

6. Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery with:

• Your order number
• A description of the issue
• Photographs if possible

We will arrange a replacement or refund as appropriate.

7. Skin Sensitivity & Product Suitability

Our formulations use botanical ingredients designed to support healthy skin. However, individual skin responses may vary.

Customers are responsible for reviewing the ingredient list prior to purchase.

We recommend performing a patch test before first use.

Refunds cannot be offered for products that have been opened and used but did not suit personal skin preferences or sensitivities, unless the product is proven to be faulty.

8. Delivery & Courier Responsibility

Orders are shipped using reputable courier services.

If a parcel is marked delivered by the courier but cannot be located, customers must notify us within 3 days so that we can open a courier investigation.

Claims made after this period may be difficult to investigate.

9. Fraud Prevention & Refund Abuse

To protect our small business from misuse, we reserve the right to refuse refunds or replacements where there is evidence of:

• Repeated refund requests
• Excessive return behaviour
• Products returned empty or significantly used
• Suspicious or fraudulent activity

Where necessary, we may request additional information before issuing a refund.

10. Payment Disputes & Chargebacks

If you experience an issue with your order, please contact us first so we can resolve the matter quickly.

Initiating a payment dispute or chargeback without first contacting us may delay resolution while the payment provider reviews the case.

Where a dispute is raised after goods have been delivered, we reserve the right to provide the payment provider with:

• Shipment records
• Delivery confirmation
• Order documentation

We reserve the right to restrict future purchases where fraudulent disputes occur.

11. Product Information & Compliance

All Atelier & Co cosmetic products are manufactured in accordance with UK cosmetic regulations and are supported by Cosmetic Product Safety Reports (CPSRs).

Ingredient lists (INCI) and usage information are provided on product packaging and product listings.

Customers should review ingredient information before purchase to ensure suitability.

12. Contact

Atelier & Co
Baxenden, Lancashire
United Kingdom

Email: info@atelierco.store