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 Customers)

As an EU-based customer, you have the right to withdraw from your purchase without providing a reason within 30 calendar days from the date of delivery.

  • Eligibility:

    • This right applies to you, the customer, when purchasing goods or services for personal use.
    • Certain categories are excluded, such as perishable goods, digital content once accessed, and personalized or custom-made items.

  • Procedure:

    1. Notify us, atelierasali.com, of your decision to withdraw using the contact email address atelierasali@gmail.com
    2. Return the product to us in its original condition, including all packaging, accessories, and documentation.
    3. The refund will be initiated only after we receive the goods and assess that no damage was incurred to the goods compared to the state they were shipped initially.
    4. Any lost packages by the shipment services you choose to use for sending the goods back to us are not our responsibility and the refund cannot initiate before the goods reach us.

  • Costs:

    • You are responsible for the direct cost of returning the goods unless we explicitly agree to cover them.
    • A refund will be processed by us within 14 days of receiving the returned goods or proof of return.

3. International Refund Policy

For customers outside the EU, we offer a 30-day return window for eligible products, in line with international consumer protection laws:

  • Conditions:

    • Products must be returned unused, undamaged, and in their original packaging.
    • Digital products must not have been downloaded or accessed.
    • You, the customer, must provide proof of purchase.

  • Exclusions:

    • Items marked as "final sale" or "non-refundable."
    • Gift cards, subscriptions after partial use, and custom items.

  • Procedure:

    1. Notify us, atelierasali.com, of your decision to withdraw using the contact email address atelierasali@gmail.com
    2. Return the product to us in its original condition, including all packaging, accessories, and documentation.
    3. The refund will be initiated only after we receive the goods and assess that no damage was incurred to the goods compared to the state they were shipped initially.
    4. Any lost packages by the shipment services you choose to use for sending the goods back to us are not our responsibility and the refund cannot initiate before the goods reach us.

4. Refund Processing

  • Method: Refunds will be issued by us to the original payment method unless otherwise agreed.
  • Timeline: Refunds are typically processed by us within 14 business days of approval.
  • Partial Refunds: If the item is returned in a condition that reduces its resale value, a partial refund may be applied by us at our sole discretion.

5. Defective or Incorrect Products

If you receive a defective, damaged, or incorrect product from us, you are entitled to a full refund or replacement under the following terms:

  • Notice Period: Notify us within 7 days of receiving the product.
  • Resolution Options:
    • Full refund (including shipping costs).
    • Replacement or repair at no additional cost to you.
  • Evidence: Provide photos or videos of the issue to us to expedite processing.

6. Exceptions to the Refund Policy

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

  • Digital Products: If downloaded or accessed after purchase.
  • Custom Orders: Items created or tailored to your specifications.
  • Health and Hygiene Products: If unsealed, for health or hygiene reasons.
  • Time-Sensitive Products: Such as event tickets or seasonal items.

7. Contact Information

For any inquiries regarding refunds or returns, you can reach us at:

  • Email: atelierasali@gmail.com
  • Phone: +31 616352100
  • Address: Kasteellaan 975, 2516BJ, Den Haag, The Netherlands

8. Dispute Resolution

We are committed to resolving disputes amicably. If a resolution cannot be reached, EU customers may refer their case to the ODR Platform (https://ec.europa.eu/odr). International customers may contact their local consumer protection authority.

 

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

Soul Tied Necklaces

  • Hand-knotted for strength and durability.
  • 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.

 

Pendants

  • 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.

 

Zodiac Collection

  • Covered by a 3-month warranty for manufacturing defects.
  • Warranty does not cover water damage, damage from dropping, or mishandling.
  • Items must be returned in their original packaging for warranty claims.

 

Stone Rings

  • Made from 100% natural stone and are delicate.
  • Will break if dropped on a hard surface.
  • Warranty only covers items that arrive broken or damaged during transport.
  • Any such damage must be reported within 14 days of receiving the product.
  • After this period, warranty claims cannot be accepted.

 

Stackable Basics

  • 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.