Refund policy

1. Overview

At Atona Store, your satisfaction is our priority. If you are not fully happy with your purchase, we offer a clear and fair refund process in line with the consumer protection laws applicable in your country. This policy applies to all orders placed through atonastore.com.

2. UK Customers — Statutory Refund Rights

If you are based in the United Kingdom, your refund rights are governed by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

14-day cooling-off period: You have the right to cancel your order within 14 calendar days of receiving it, without giving any reason. Atona Store extends this to 30 days as a goodwill measure.
Faulty goods within 30 days: You are entitled to a full refund if the item is faulty, not as described, or unfit for purpose.
Faulty goods between 30 days and 6 months: We will offer a repair or replacement first. If neither is possible, a full or partial refund will be issued.
After 6 months: You must demonstrate the fault existed at the time of purchase. We will still work to provide an appropriate remedy.

Nothing in this policy affects your statutory rights under UK law.

3. US Customers — Refund Rights

For customers in the United States, we offer a voluntary 30-day refund window from the date of delivery for eligible items. This does not limit any additional rights you may have under applicable federal or state consumer protection law, including implied warranties under the Uniform Commercial Code (UCC).

4. International Customers

For customers outside the UK and US, we offer a 30-day refund window from the date of delivery for eligible items, subject to the conditions below. Your local consumer protection laws may grant you additional rights, which we will always honour.

5. Refund Eligibility — General Conditions

To be eligible for a refund, the following conditions must be met:

The refund request is made within 30 days of the delivery date.
The item is unused, in its original condition, and in its original packaging with all accessories and components included.
Proof of purchase (order confirmation or receipt) is provided.
The item was purchased directly through atonastore.com.

Beauty & cosmetic products must be unopened and in original sealed packaging due to hygiene regulations. Opened items may only be refunded if proven faulty.

Electronics must be in original factory condition with all accessories, manuals, and components present.

6. Non-Refundable Items

Opened or used beauty, skincare, or personal care products (unless defective)
Items damaged due to customer misuse, accident, or unauthorised modification
Digital products or software licences once activated
Items marked as "Final Sale" at the time of purchase
Gift cards or store credit vouchers
Items returned after the 30-day window without prior authorisation

7. Refund Process

Email support@atonastore.com within 30 days of delivery with your order number, reason for the refund, and photographs if the item is damaged or faulty.
Our team will review your request and respond within 1–2 business days.
If approved and the item must be returned, we will issue a Return Authorisation Number (RAN) and return instructions. Do not send items back without a RAN.
Ship the item securely using a trackable service and retain your proof of postage.
Once received and inspected, your refund will be processed within 2 business days.

8. Refund Timeframes

Stage	Timeframe
Request acknowledged	1–2 business days
Item received and inspected	3–5 business days after receipt
Refund approved and issued	Within 2 business days of approval
Funds in your account	5–10 business days (dependent on your bank)

9. Refund Methods

Refunds are issued to the original payment method used at checkout. We do not issue refunds in cash or to a different payment method. Store credit may be offered as an alternative upon request.

10. Faulty or Incorrect Items

If you receive a faulty, defective, or incorrect item, contact us within 48 hours of delivery with your order number, a description of the issue, and clear photographs. We will cover all return shipping costs and offer a full refund or free replacement.