Refund policy

RETURN AND REFUND POLICY — THE REFINED ATELIER
1. STATUTORY RIGHT TO CANCEL (UK & EU CONSUMERS ONLY)
If you are a consumer residing in the United Kingdom or the European Union, you have a statutory right under the Consumer Contracts Regulations 2013 to cancel your order for any reason within 14 days without giving justification. 
  • Timeline: The cancellation period expires 14 days from the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods.
  • How to Cancel: To exercise your right to cancel, you must inform us of your decision by a clear statement via email at Info@therefinedatelier.com
2. EFFECTS OF CANCELLATION & REIMBURSEMENT
If you cancel your contract under your statutory rights, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
  • Deductions: We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you (such as handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods). 
  • Refund Processing Time: We will make the reimbursement without undue delay, and not later than 14 days after the day we receive the goods back from you, or 14 days after you provide evidence of return shipping. 
  • Method: Refunds will be issued back to your original payment method. You will not incur any fees as a result of the reimbursement.
3. RETURN COSTS AND METHODS
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us.
  • Customer Responsibility: For change-of-mind returns, you will have to bear the direct cost of returning the goods. For international returns, you are responsible for ensuring the package clears UK customs seamlessly, including paying any return customs fees or shipping tariffs.
  • Restocking Fees: The Refined Atelier does not charge any restocking fees. 
4. EXCEPTIONS TO THE RIGHT TO CANCEL
The statutory right to cancel does not apply to:
  • The supply of goods made to your specifications or clearly personalised.
  • The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (e.g., in-ear headphones or wearable health devices).
  • The supply of sealed audio or sealed video recordings or sealed computer software if they were unsealed after delivery.
5. DAMAGED, FAULTY, OR INCORRECT GOODS (UK CONSUMER RIGHTS ACT 2015)
Separately from your 14-day change-of-mind rights, under the UK Consumer Rights Act 2015, any goods supplied by The Refined Atelier must be as described, fit for purpose, and of satisfactory quality.
  • Within 30 days of delivery: If your goods are faulty or misdescribed, you are entitled to reject the faulty goods for a full refund. For faulty items, The Refined Atelier will cover the return shipping costs.
  • Between 30 days and 6 months: We have the right to repair or replace the item first. If this is unsuccessful, you may be entitled to a full or partial refund. 
  • International Customers: If you are an international consumer located outside the UK, your local mandatory statutory warranty laws will apply alongside this policy.
6. INTERNATIONAL RETURNS PROCESS
To initiate any return, please follow these steps:
  1. Contact our support team via email at info@theredefinedatelier.com with your order number and reason for return.
  2. If approved, you will receive a Return Merchandise Authorization (RMA) number and our official return shipping address.
  3. Pack the item securely in its original packaging, including all accessories, manuals, and free gifts.
  4. Ship the package using a trackable courier service. For international shipments, you must mark the package clearly as "RETURNED GOODS - BRITISH MERCHANDISE RETURN" to avoid duplicate import duties