Return Policy

Is it possible to return my order? Yes. If you are not satisfied with your items, you have the option to return them within 30 days of receipt.

Conditions for a valid return:

  1. The product must contain all original parts and components, and the packaging must be in the same condition as received.

  2. Normal handling is evident; breakage due to careless handling is excluded.

  3. Products where hygiene is vital (e.g., pet beds, grooming tools) must be thoroughly cleaned before the return process begins.

  4. The product was found to be defective immediately upon receipt.

  5. Atelier Pets is entitled to charge the customer for shipping costs.

  6. Returns are processed within 7 working days. If conditions are met, the return will be officially acknowledged within this period.

Note: We reserve the right to refuse returned items if we suspect the items have been used or damaged through no fault of our own.

How to initiate a return

If your order meets the conditions above, please follow these steps:

  • Email us at: [support@atelierpets.com]

  • Include the following details:

    • Order number

    • Reason for the return request

    • Photo of the product (in case of breakage/damage)

    • Full Name of the customer

    • Address of the customer

Important: Never send a return to the sender's address on the package. We will provide you with the correct return address after you contact us. The customer is responsible for all shipping costs involved in returning the product.

 

CANCELLATION CONDITIONS (STORNOBAU)

Right of Cancellation The cancellation period is 14 days from the day on which you (or a third party named by you) received the goods.

Because we use a fully automated system, orders are executed immediately. We cannot interrupt the shipping process once it has begun. Therefore, a refund is not possible until you have received the goods and returned them to us.

To exercise your right of withdrawal, you must inform Atelier Pets via a clear declaration (e.g., email). The revocation is considered complete only once we have received the returned goods.

Shipments in Transit As our goods are shipped from our international fulfillment center in Asia, there may be longer transit times over which we have no control. If the goods are already in transit, cancellation is not possible. Please wait to receive the goods and then initiate the return process. To ensure the fastest possible refund, please provide us with a shipping confirmation/tracking number once you have sent the items back.

Consequences of Withdrawal If you withdraw from this contract, we will refund all payments received from you, excluding delivery costs, no later than 14 days from the day we receive the goods back at our warehouse. We will use the same payment method used for the original transaction.

⚠️ IMPORTANT NOTICE: ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE. SHIPPING COSTS TO ASIA CAN BE HIGH; PLEASE TAKE THIS INTO ACCOUNT BEFORE INITIATING A RETURN.