1. Overview
We understand that circumstances change. Atona Store aims to make the cancellation process as straightforward as possible. This policy applies to all customers worldwide and is aligned with applicable consumer protection legislation in each country.
2. UK Customers — Statutory Cancellation Rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK customers have the legal right to cancel an online order within 14 calendar days of receiving the goods, without giving a reason. Atona Store extends this to 30 days as a voluntary goodwill measure.
3. US & International Customers
Atona Store voluntarily offers a 30-day cancellation and return window from the date of delivery for eligible orders, in addition to any rights granted by your local consumer protection laws.
4. Pre-Dispatch Cancellations
You may cancel your order free of charge at any time before it has been dispatched. Contact us as soon as possible to maximise the chance of cancellation before shipment.
| Order Status | Cancellation Possible? | Cost |
|---|---|---|
| Pending / Processing | Yes | Free |
| Payment verified – Pre-packing | Yes (act quickly) | Free |
| Packed / Ready to dispatch | Possible — contact us immediately | Free if confirmed before carrier handoff |
| Dispatched / In transit | No — follow Return Policy | Return shipping may apply |
| Delivered | No — follow Refund Policy | Per Refund Policy |
Contact us within 2 hours of placing your order for the best chance of a successful pre-dispatch cancellation.
5. How to Cancel an Order
- Email support@atonastore.com with the subject: "Order Cancellation – [Your Order Number]".
- Include your full name, order number, and reason for cancellation.
- Our team will confirm whether cancellation is possible based on the order status.
- If confirmed, a full refund will be issued to your original payment method within 5–10 business days.
All cancellation requests must be submitted by email. We are unable to process cancellations via social media.
6. Post-Dispatch Cancellations
Once an order has been dispatched, it cannot be cancelled before delivery. Please accept the delivery and then contact us within 30 days to initiate a return under our Return & Exchange Policy. A refund will be processed once the item is received and inspected. Return shipping costs for change-of-mind cancellations are the customer's responsibility.
7. Refund on Cancellation
- The full order value, including any standard shipping fees paid, will be refunded.
- Refunds are returned to the original payment method.
- Allow 1–2 business days on our end, plus a further 5–10 business days for your bank.
8. Non-Cancellable Orders
- Orders already dispatched
- Digital products once downloaded or activated
- Gift card orders
- Custom or personalised items already in production
9. Contact Us
To cancel an order, email us immediately at support@atonastore.com. The sooner we hear from you, the more we can do.