Return & Refund Policy – Atelier Bag

We want you to love your Atelier Bag. If for any reason you're not completely satisfied, we're here to make the return process simple, fair, and transparent.

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🕐 Right of Withdrawal / Return Window

🇪🇺 EU Customers – 14 Days

Under EU consumer protection law, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason-2-9. This is your statutory right.

If we did not clearly inform you of this right before you placed your order, your withdrawal period may be extended by up to 12 months-9-12.

🇺🇸 US Customers – 14 Days

We offer a 14-day return window from the date of delivery, consistent with our commitment to customer satisfaction. If you're not happy with your bag, let us know within this period.

🌍 Rest of World – 14 Days

Customers outside the EU and US also receive a 14-day return window from the date of delivery.

⏱ Return requests must be submitted within the applicable timeframe. The period begins the day after you receive your order.

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✅ Return Eligibility

To be eligible for a return, your item must meet the following conditions:

❌ Non-Returnable Items

The right of withdrawal does not apply to the following-4-9-12:

• Custom or personalized bags (e.g., monogrammed or made-to-order pieces)

• Items that show signs of wear, damage, or alteration

• Items returned without original packaging or tags

• Final sale items (clearly marked at checkout)

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🛃 Who Pays for Return Shipping?

💡 For international returns: customs duties, taxes, and shipping insurance for the return are your responsibility. We recommend using a tracked courier service with insurance, as we cannot accept responsibility for items lost in transit on the return journey-1-8.

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📦 How to Start a Return

1. Contact us within the return window:

   • 📧 Email: support@atelierbag.com

   • Please include your order number and the reason for return

2. Receive return authorization – we'll respond within 4 business hours with a Return Merchandise Authorization (RMA) number and return address-1.

3. Pack your return securely – use the original packaging where possible, and include all accessories and tags.

4. Ship using a tracked courier – keep your tracking number until we confirm receipt-8.

5. Once received – we'll inspect your return and process your refund within 1–3 business days of arrival at our Atelier-1.

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💰 Refund Process

• Refunds are issued to your original payment method

• You will receive a confirmation email once the refund is processed

• Depending on your bank, it may take 2–7 business days for the refund to appear in your account-4

What Is Refunded?

• Full refund of the product price

• Original shipping costs – refunded for EU customers (standard shipping only); for US and other markets, original shipping costs are non-refundable unless the item was defective-8-10

• Customs/duties – these are non-refundable; you may be able to reclaim them directly from your local customs authority

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🔄 Exchanges

If you'd prefer a different style, color, or size:

1. Return your original item (following the process above)

2. Place a new order for the desired item

3. We'll process your refund for the returned item separately

Why new order? This gets your new bag to you faster – no waiting for exchange processing.

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🚫 What If My Return Doesn't Meet the Conditions?

If your returned item shows signs of wear, missing tags, or is not in original condition:

• We will notify you and offer to send the item back to you (at your cost)

• Alternatively, we may offer a partial refund or store credit at our discretion-1-4

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📍 In-Person Returns

Please note: Atelier Bag operates primarily as an online store. We are unable to accept returns or exchanges at our Atelier/physical location-1-11. All returns must be processed through our online system.

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🛡️ EU Consumer Protection – What You Should Know

14-Day Withdrawal Period

You have 14 calendar days to cancel your online purchase from the day you receive your item, no questions asked-2-9.

2-Year Legal Guarantee (Warranty)

In addition to your right of withdrawal, EU law provides a 2-year legal guarantee of conformity from the date of delivery-2-6. If your bag has a manufacturing defect or does not conform to the contract, you are entitled to repair, replacement, or refund, even after the withdrawal period ends.

⚠️ Important: Please don't confuse these two rights. If you simply changed your mind, use the withdrawal process. If the item is faulty, contact us under the guarantee. Claiming the wrong right may delay your refund-6.

New EU Requirement (Effective June 2026)

Under the latest EU regulation, online sellers must provide a clear electronic withdrawal function (such as a dedicated cancellation button) on their store-12. We have implemented this to make exercising your rights as simple as a single click.

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🇺🇸 US Customers – Key Rights

Federal Trade Commission (FTC) Rules

• If we advertise a return or refund policy, we must honor it-10.

• If we cannot ship your order within the promised timeframe, you are entitled to a refund-10.

State-Specific Considerations

Some states may have additional requirements. For example, California requires retailers to clearly post return policies if they are more restrictive than a full refund within 7 days-10. Our policy is designed to meet or exceed these requirements across all states.

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📋 Quick Reference

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📧 Need Help?

Our team is here to assist with any questions about returns, exchanges, or refunds.

📧 Email: support@atelierbag.com
⏱ Response time: Within 4 business hours

We believe in making returns as effortless as your purchase – because your trust is worth more than any transaction.

– The Atelier Bag Team