Refund policy
Return & Refund Policy
At Atlantis Avenue, we want you to feel confident when you shop with us.
We offer a 30-day return policy. This means you have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must be:
- In the same condition in which you received it
- Unused and unworn
- In its original packaging
- Complete with any accessories, manuals, tags, or parts included
- Accompanied by proof of purchase
To request a return, contact us at:
atlantisavenuesupport@gmail.com
Please do not send any product back before contacting us.
If your return is approved, we will provide the correct return address and instructions on how to return your item.
Items sent back without prior approval may not be accepted.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your item is:
- Damaged
- Defective
- Missing parts
- Different from what you ordered
please contact us as soon as possible at:
atlantisavenuesupport@gmail.com
Please include:
- Your order number
- A short description of the problem
- Clear photos or video showing the issue
Once we review the issue, we may offer a replacement, refund, or another suitable solution.
Non-Returnable Items
Some items may not be eligible for return for health, hygiene, safety, or legal reasons.
These may include:
- Opened or used personal-care products
- Opened beauty or hygiene products
- Perishable goods
- Personalized or custom-made products
- Hazardous materials
- Flammable liquids or gases
- Gift cards
- Products that cannot safely or legally be resold
If you are unsure whether an item can be returned, contact us before sending anything back.
Your legal consumer rights are not affected.
Sale and Promotional Items
Items purchased during a sale or promotion may still be eligible for return unless they were clearly marked as Final Sale at the time of purchase.
Where required by law, your statutory rights will still apply.
Exchanges
If you would like a different product, size, color, or variation, the easiest option is usually to:
- Request a return for the original item.
- Wait for the return to be approved.
- Place a new order for the item you want.
Return Shipping
Return shipping costs may be the responsibility of the customer unless:
- The item arrived damaged
- The item was defective
- We sent the wrong product
- Applicable consumer law requires us to cover the cost
Return instructions will be provided after your return request is approved.
Please do not send returns to an address found on the original parcel unless we specifically instruct you to do so.
Order Cancellations
If you wish to cancel an order, contact us as soon as possible at:
atlantisavenuesupport@gmail.com
We will do our best to cancel the order before it enters processing or fulfillment.
However, once an order has been processed, packed, or shipped, cancellation may no longer be possible.
If the order has already shipped, you may need to follow the return process after receiving it.
European Union Customers
If your order is delivered to a country within the European Union, you may have the right to cancel or return certain eligible purchases within 14 days, without giving a reason, where required by applicable law.
Returned items should generally be:
- Unused
- In their original condition
- In their original packaging
- Complete with all included parts and accessories
Certain items may be excluded from this right, including some:
- Hygiene products
- Personalized products
- Perishable goods
- Sealed products that have been opened
where permitted by law.
Refunds
Once we receive and inspect an approved return, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow up to 10 business days for the refund to be processed after approval.
Your bank, card provider, or payment provider may require additional time before the refund appears in your account.
If more than 15 business days have passed since your refund was approved, please contact us at:
atlantisavenuesupport@gmail.com
Original Shipping Charges
Original shipping charges are generally non-refundable unless:
- The order arrived damaged
- The item was defective
- We sent the wrong item
- Applicable law requires otherwise
Refused or Undeliverable Orders
If an order is returned because:
- The customer refused delivery
- The address provided was incorrect
- Delivery attempts were unsuccessful
- The parcel was not collected
any shipping, return, or handling costs may be deducted from the refund where permitted by law.
Contact Us
For questions about returns, refunds, cancellations, damaged products, or exchanges, contact:
Atlantis Avenue
Email: atlantisavenuesupport@gmail.com
We recommend contacting us before sending any item back so we can provide the correct instructions.