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Return Policy | Ateliersora
At Ateliersora, we want every customer to love the lighting pieces they bring into their home. Because our products combine handcrafted details, delicate materials, and artistic design, we carefully review each return request to ensure a smooth and fair experience for every customer.
This Return Policy explains the conditions, process, and requirements for returning or exchanging your Ateliersora purchase.
Many Ateliersora lamps feature handmade embroidery, natural materials, and artisan finishing. Small variations in texture, color, or detail are considered unique characteristics of handcrafted products and are not considered defects.
01. Return Eligibility
Customers may request a return within 30 days after receiving their order.
To qualify for a return, items must be unused, in original condition, with all original packaging, accessories, and protective materials included.
Products that have been installed, modified, damaged, or used beyond inspection may not be eligible for return.
02. Return Exceptions
Due to the handmade and personalized nature of some products, certain items cannot be returned.
Non-returnable items may include:
• Customized or personalized products
• Items damaged after delivery due to improper handling
• Products without original packaging
• Final sale or clearance items
03. Damaged Or Defective Items
If your order arrives damaged, please contact us within 7 days of delivery.
Please provide photos or videos showing the packaging, shipping label, and damaged area so our team can quickly evaluate the issue and provide the best solution.
04. Color & Handmade Variation
Due to differences in screens, lighting environments, and handmade production processes, slight variations may occur.
These natural differences represent the uniqueness of artisan-made products and are not considered manufacturing defects.
Return Process
Contact Our Team
Email us at service@ateliersora.store with your order number, reason for return, and supporting photos if necessary.
Receive Return Approval
Our team will review your request and provide return instructions if your order meets the return requirements.
Ship The Item Back
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Refund Processing
After receiving and inspecting the returned item, refunds will be processed to the original payment method within the applicable processing timeframe.
Frequently Asked Questions
Can I return a lamp after opening the package?
Yes. Customers may inspect the product, but the item must remain unused, undamaged, and returned with the original packaging.
Who pays for return shipping?
Return shipping costs are generally the responsibility of the customer. If the item arrives damaged or we send an incorrect product, Ateliersora will review the situation and provide assistance.
How long does a refund take?
Once your return arrives and passes inspection, refunds are usually processed within several business days. Your payment provider may require additional time to complete the transaction.
Can I exchange my product?
If you would like to exchange an item, please contact our support team. Exchange availability depends on product condition and stock availability.
Need Help With Your Return?
Our customer care team is happy to assist you.
Email: service@ateliersora.store