Refund policy

Order Cancellation & Refund Policy

Effective Date: November 2025

At Atelier Home™, we are committed to ensuring that every order is handled with the utmost care and efficiency.
Because each piece is processed, prepared, and shipped promptly, certain conditions apply regarding cancellations and refunds.
This policy outlines your rights and our obligations under international e-commerce and consumer-protection standards.

1. Cancellation Before Shipment

Customers may request an order cancellation only before the order has been shipped.
If the order has not yet entered the shipping process, we will cancel it and issue a full refund to your original payment method.

Once an order has been processed and packed for dispatch, the cancellation window closes automatically.

2. Cancellation After Shipment / Order in Transit

When an order has been processed, packed, and handed over to the courier, it is deemed dispatched and in transit.
At this stage, cancellation is no longer possible, as courier, handling, and customs fees have already been incurred.

If a cancellation request is submitted on the same day but the order has already been dispatched, a 50 % cancellation fee will apply.
This fee covers costs related to packaging, courier management, customs processing, preparation, and administrative handling.

Customers who no longer wish to keep their order may proceed under Section 3 (Returns After Delivery) once the parcel has been received.
Please note that no cancellations or refunds can be processed while the shipment is in transit.

3. Returns After Delivery

If you wish to cancel your purchase after receiving it, you may request a return within 14 days of delivery.
Returned items must be in their original condition and packaging, unused, and accompanied by proof of purchase.

Upon safe receipt and inspection of the returned item, a refund will be issued to your original payment method.
Please note that shipping and handling costs are non-refundable and cared upon the Customers side.

4. Non-Returnable / Non-Refundable Items

The following items are excluded from return and refund eligibility:

Items purchased on sale or during promotional campaigns

Items purchased using discount or promotional codes

Custom-made, personalized, or limited-edition pieces

Items damaged through misuse or improper handling after delivery

Each case is reviewed individually by our customer-care team, but these categories are generally exempt from refund or cancellation once purchased.

5. Return Instructions

To initiate a return, please contact our support team to obtain authorization and the official return address.
Unauthorized or unannounced returns may not be accepted.

📧 Customer Support: info@atelierhome-art.com

Once your return is approved, detailed instructions for packaging and shipment will be provided.

6. Policy Compliance

This policy is drafted in accordance with EU Consumer Rights Directive 2011/83/EU and other applicable international e-commerce regulations.
It ensures fair, transparent, and balanced treatment for both our customers and Atelier Home™ in the handling of orders, returns, and cancellations.

Atelier Home™
Delivering Art, Luxury & Craftsmanship Worldwide