Refund policy

1. Overview

This Refund Policy is issued by Atelier Asali ("us," "we," or "our") and applies to all purchases made through our webshop, AtelierAsali.com. The term "you" refers to the customer, user, or purchaser of our goods or services.

This policy is designed to comply with Dutch online consumer law, EU consumer law, and international consumer protection standards. By placing an order on AtelierAsali.com, you acknowledge and agree to this Refund Policy.

2. Right of withdrawal (EU and UK)


You may withdraw from your purchase within 30 calendar days of receiving the goods, without giving a reason.

This applies to consumer orders. It does not apply to made-to-order or custom pieces once they have been made to your specifications (see section 6).

How to withdraw
1. Tell us within 30 days of delivery by emailing atelierasali@gmail.com, or by using https://atelierasali.com/pages/contact-withdrawal-order. Include your order number and the items you wish to return.
2. Send the goods back within 14 days of that notice, unworn and in a resaleable condition, with the original packaging where possible.
3. You pay the return shipping, unless the item was defective, damaged on arrival, or not what you ordered. Use tracked postage and keep the proof.

We refund within 14 days of receiving the returned goods or proof of return, whichever comes first, to the original payment method. The refund includes the price of the returned items and the original outbound shipping. We may withhold the refund until we have received the goods or you have supplied proof of postage.

If goods are returned worn, damaged, or incomplete, we may deduct an amount equal to the loss in value.

You bear the risk of the return shipment until it reaches us. We recommend a tracked service.

3. Customers outside the EU


We currently only deliver in the Netherlands. An order with an address outside NL will be cancelled and refunded in full, including shipping. We aim to refund within 5 business days. The 30-day return window applies only to orders delivered in the Netherlands.


4. Refund processing


Refunds are issued to the original payment method. We complete them within 14 days of receiving the returned goods or proof of return, whichever comes first.


5. Damaged, defective, or incorrect goods


If an item arrives damaged, defective, or incorrect, contact atelierasali@gmail.com as soon as you notice, with your order number and photos if you can.

You are entitled to a repair, a replacement, or a refund, including the original shipping cost and the cost of sending the item back. You do not have to use the 30-day withdrawal period for this.

This section does not limit your statutory consumer rights, including the legal guarantee that goods must conform to the contract.



6. Exceptions to the Refund Policy

Certain products and services may not be eligible for refunds or returns under consumer laws:

  • Custom Orders: Items created or tailored to your specifications.


7. Contact Information

Atelier Asali is a trade name of Jasmijn Graphics

Kasteellaan 975, 2516 BJ Den Haag, The Netherlands
KvK: 82602417
Email: atelierasali@gmail.com


8. Dispute Resolution

We will try to resolve any complaint directly. This policy does not limit your statutory rights.

If we cannot reach an agreement, you may contact your local consumer authority. In the Netherlands, start with ConsuWijzer (ACM). Consumers in the EU can also contact the European Consumer Centre in their country.


By placing an order on atelierasali.com, you acknowledge that "you" refers to the customer and "us" refers to atelierasali.com This policy does not limit your statutory rights under applicable consumer laws.



9. Product Warranty

This warranty is in addition to your statutory rights. It does not replace them.

Handmade Necklaces & bracelets

  • Covered by a 6-month warranty for manufacturing defects.
  • Warranty does not cover water damage to stones or hardware, or damage caused by mishandling.
  • For warranty claims, items must be returned in their original packaging.

Stone carved pendants and rings

  • Natural products that may be delicate.
  • Covered by a 3-month warranty for manufacturing faults, such as pins or stones detaching.
  • Warranty does not cover water damage, damage from dropping, or mishandling.
  • Items must be returned in their original packaging for warranty claims.
  • If products break during shipment please send us a message within 7 days of receiving your shipment for the warranty to be valid.

Basics (Earrings, necklaces)

  • Warranty only covers items that arrive broken or damaged during transport.
  • Any such damage must be reported within 30 days of receiving the product.
  • Warranty does not cover scratches, bending, water damage, or damage caused by mishandling.
  • Items must be returned in their original packaging for warranty claims.
  • After this period, warranty claims cannot be accepted.