Refund policy

1. Introduction

Atona Store is committed to a fair and transparent return and exchange process, fully aligned with applicable consumer rights laws. This policy applies to all orders placed through atonastore.com and covers customers worldwide.

2. UK Customers — Statutory Return Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK customers have the right to return most online purchases within 14 calendar days of receiving them, without providing a reason. Atona Store extends this to 30 days as standard.

Under the Consumer Rights Act 2015, if goods are faulty, not as described, or unfit for purpose, you are entitled to a return and full refund regardless of the time elapsed, subject to the limitations described in our Refund Policy.

3. US & International Customers — Return Rights

Customers worldwide may return eligible items within 30 days of delivery. This voluntary policy is offered in addition to any rights you may hold under applicable local consumer protection laws, which we will always honour.

4. General Return Conditions

To be eligible for a return, the following must apply:

The return request is made within 30 days of the delivery date.
The item is unused and in the same condition as received, in its original packaging with all accessories and labels intact.
A Return Authorisation Number (RAN) has been issued by our team before the item is shipped back.
Proof of purchase is provided.

Important: Items returned without a valid RAN will not be processed and may be returned to sender at the customer's expense.

5. Exchange Conditions

We offer exchanges in the following circumstances:

The item received is defective or damaged on arrival.
The wrong item was delivered.
The item is within the 30-day return window and you wish to receive a different product of equal value.

Exchange Type	Return Shipping	Replacement Shipping
Defective or damaged item	Covered by Atona Store	Covered by Atona Store
Wrong item received	Covered by Atona Store	Covered by Atona Store
Customer preference exchange	Customer's responsibility	Standard shipping rates apply

6. Non-Eligible Items

Opened or used beauty, cosmetic, or personal hygiene products (unless defective)
Items marked as "Final Sale" at time of purchase
Gift cards or store credit
Activated digital products or software licences
Items returned after the 30-day window
Items damaged by the customer through misuse or unauthorised modification

7. How to Initiate a Return or Exchange

Email support@atonastore.com with your order number, the item(s) you wish to return or exchange, and your reason. Attach photos if the item is damaged or incorrect.
Our team will respond within 1–2 business days with a Return Authorisation Number (RAN) and instructions.
Package the item securely in its original packaging and write your RAN clearly on the outside of the parcel.
Ship using a tracked and insured service. Retain your proof of postage until the return is confirmed.
Once received and inspected, your refund or exchange will be processed within 3–5 business days.

8. Return Shipping Costs

Faulty, damaged, or incorrect items: Atona Store covers return shipping and will provide a prepaid label where available.
Change of mind returns: The customer is responsible for return shipping costs.

9. Beauty Products — Special Conditions

Due to hygiene and safety regulations, all beauty, cosmetic, skincare, and personal care products must be unopened and in original sealed packaging to qualify for a return or exchange. Opened products may only be returned if proven faulty, with photographic evidence required.

10. Electronics — Special Conditions

All personal data must be removed and devices factory reset before return.
All original accessories, cables, chargers, and manuals must be included.
Physical damage not reported at the time of the return request will not be eligible for a full refund.