At Ataloy, we are committed to providing you with quality products and exceptional service. However, we understand that issues may arise, and we’ve created this policy to address returns and refunds in specific scenarios.
Eligibility for Refund or Store Credit
- Returns must be initiated within 5 days of receiving the product.
- Products must be unworn, unwashed, and in their original condition with all tags attached.
- Shipping fees, import duties, and customs charges are non-refundable.
- Ataloy is not responsible for stolen, lost, or undelivered return packages.
Refunds or store credit are only available under the following conditions:
- Product Damage or Incorrect Items: If the product is damaged during international shipping, does not match the description, or is not the item you ordered. Clear evidence (photos or videos) must be provided.
- We are not liable for any discrepancies in size measurements that deviate by up to ±8 cm from the size chart provided, as variations may occur due to manufacturing processes
- Store Credit Option: If approved for a return, customers may receive a refund in the form of store credit instead of a monetary refund.
- Store credits cannot be redeemed for cash.
- Parcel Insurance: Orders confirmed to have been lost in transit with the purchase of Parcel Insurance are eligible for a full refund of the order cost including the shipping.
Non-Refundable Scenarios
- No refunds or returns are accepted for products returned without meeting the above conditions.
- Returns or refunds due to personal preference, change of mind, or dissatisfaction unrelated to quality issues are not accepted.
- Clearance or sale items are not eligible for return or refund.
Refunds Before Shipment
- If you wish to cancel your order and request a refund before shipment, please contact us as soon as possible at support@ataloy.com. Once we confirm that your order has not yet been processed or shipped, we will initiate the refund.
- Refunds before shipment are not guaranteed, as your order may have already been shipped even if tracking information has not yet updated in our system.
- If the order has already shipped, our standard post-shipment return policy will apply instead.
- All pre-shipment refunds are subject to a deduction equal to the payment processing fee, which is typically around 3% of the total order value. This fee is charged by our payment provider and is non-refundable to us, even in the event of cancellation.
- The exact fee may vary depending on the payment method used and is subject to change without notice.
Out of Stock Items
- If an item you ordered is found to be out of stock before shipment, we will contact you as soon as possible to notify you.
- You will have the option to:
- Receive a full refund for the out-of-stock item, including the shipping cost associated with that item.
- Choose a replacement item of similar value (up to $5 more than the original item) at no additional cost.
- Refunds issued due to out-of-stock items will not be subject to the standard payment processing fee outlined in our “Refunds Before Shipment” section.
- However, please note:
- Only the out-of-stock item(s) qualify for a fee-free refund.
- If you choose to cancel or request a refund for additional items in your order that are still in stock, those items will be subject to the regular processing fee, as outlined in our refund policy.
- If your entire order is out of stock, a full refund will be issued without any processing fee.
Return Process
Contact us at support@ataloy.com to initiate a return or request a refund. Please include the following:
- Order number.
- Photos/videos documenting the issue.
We will provide detailed instructions upon approval of your request.
Please note that tat the return address is based in Canada. Customers are responsible for covering associated shipping costs for any returns.
We reserve the right to deny any refund request at our sole discretion, especially in cases where our policies have not been followed.
Refund Timeline
Once a refund has been approved:
- Refunds will be processed within 5-10 business days through the original payment method.
- Please note that once a refund is issued, it may take several business days to appear on your original payment method, depending on your bank or payment provider.
Thank You for Understanding
We appreciate your support and patience. Our goal is to ensure that your shopping experience with Ataloy is as smooth as possible. If you have any questions, don’t hesitate to reach out!
— Ataloy Team