Atmosia — Returns & Refund Policy

Last updated: June 2025. This policy is compliant with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

1. Your Statutory Rights (UK Law)

As a UK consumer, your legal rights are protected regardless of our store policy. Under the Consumer Contracts Regulations 2013, you have the right to cancel most online orders within 14 calendar days of receiving them, without giving a reason — this is your statutory 'cooling-off' right.

Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose, and as described. If a fault appears within the first 30 days of purchase, you may reject the goods and receive a full refund. If a fault appears between 30 days and 6 months, we are required to repair or replace the item — and if we cannot, you are entitled to a refund.

Our store policy offers additional rights beyond these statutory minimums. Your legal rights are always in addition to, not instead of, our policy.

2. Our 30-Day Return Policy

We offer a 30-day return window from the date you receive your item, which goes beyond your 14-day statutory cancellation right. To be eligible under our store policy, your item must be returned in the same condition as received — unworn or unused, with all original tags attached, in its original packaging, and accompanied by your receipt or proof of purchase.

Note: These conditions apply to our extended 30-day store policy. Your separate 14-day statutory cancellation right under the Consumer Contracts Regulations 2013 is described in Section 4.

3. How to Start a Return

To request a return, please contact us at contact@atmosia.co.uk before sending anything back. Items returned without prior authorisation will not be accepted. Once your return is approved, we will send you a return shipping label at no cost to you along with instructions on how and where to send your package.

Return address: [INSERT RETURN ADDRESS]

4. Statutory 14-Day Cancellation Right (UK & EU)

Under the Consumer Contracts Regulations 2013 (UK) and the EU Consumer Rights Directive, you have the right to cancel your order within 14 calendar days of receiving your goods, for any reason and without justification. To exercise this right, you must clearly inform us of your decision to cancel before the 14-day period expires — either by emailing us with a clear cancellation statement or by using the returns process in Section 3.

Once you have notified us, you must return the goods within 14 days in the same condition as received, with original tags and packaging. We will issue a full refund — including your original standard delivery charge where applicable — within 14 days of receiving the returned goods or proof of return, whichever is earlier. You are responsible for the direct cost of return postage unless we have agreed otherwise or the goods are faulty.

The statutory cancellation right does not apply to personalised or custom-made items, sealed goods unsealed after delivery for hygiene or health protection reasons (e.g. cosmetics, underwear), digital content that has been downloaded, or perishable goods.

5. Faulty, Damaged, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is faulty, damaged, or incorrect, contact us immediately at contact@atmosia.co.uk with photos where possible, your order details, and a description of the issue.

Under the Consumer Rights Act 2015, if a fault is identified within the first 30 days you are entitled to a full refund. Between 30 days and 6 months, we will repair or replace the item — and if neither is possible, you may be entitled to a refund. After 6 months, you may still have rights, though the burden of proof shifts and you may need to demonstrate the fault was present at the time of purchase.

6. Exchanges

We do not operate a direct exchange service. The quickest way to get the item you want is to return your original item following the process in Section 3, and once the return is accepted, place a new order for the replacement. This ensures you receive the correct item as quickly as possible without delays.

7. Non-Returnable Items

Certain items cannot be returned under our store policy, including perishable goods (e.g. food, flowers, plants), custom or personalised products, sealed personal care goods that have been opened (e.g. cosmetics, beauty products), hazardous materials, gift cards, and sale items — unless faulty.

Even for non-returnable items, your statutory rights under the Consumer Rights Act 2015 remain fully in force if an item is faulty, not as described, or unfit for purpose. If you are unsure whether your item is eligible, please contact us at contact@atmosia.co.uk before proceeding.

8. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 14 days of us receiving the returned goods, in line with our obligations under the Consumer Contracts Regulations 2013. Please note that your bank or card provider may take additional time to post the refund — this is outside our control.

If more than 7 days have passed since your return was approved and you have not received your refund, please contact us at contact@atmosia.co.uk.

9. Contact Us

For all returns, refunds, or product queries, reach us at contact@atmosia.co.uk. We aim to respond to all enquiries within 2 business days.

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This policy is provided for informational purposes and does not affect your statutory rights. For independent advice on your consumer rights, visit Citizens Advice or contact the Citizens Advice consumer helpline.