Cancellation & Refunds

Refunds & Cancellation Policy

 

At Atlas, we connect buyers with independent creators and micro-sellers who offer handmade, made-to-order, and small-batch products. Due to the nature of these products, our refund and cancellation policy is designed to be fair to both customers and sellers.

Please review the policy carefully before placing an order.

 

Order Cancellations

 

Before Dispatch

• Orders may be requested for cancellation before they are marked as “Out for Delivery.”
• All cancellation requests are subject to seller confirmation, as the product may already be packed or in production.
• Made-to-order or customized products can only be cancelled if the seller agrees, depending on the stage of preparation.

 

After Dispatch

• Orders cannot be cancelled once they are out for delivery.
• If delivery is refused, the order may be treated as a Return to Origin (RTO) and applicable charges will be deducted from any eligible refund.

 

Returns & Refunds

• Atlas offers partial refunds on eligible returns only.
• The following charges are non-refundable:
o Original shipping/delivery fees
o RTO (Return to Origin) costs

 

Refund amounts, if approved, will be calculated after deducting the above charges.

 

Damaged, Incorrect, or Defective Products

 

Refunds or replacements will be considered only if:

• A clear and continuous unboxing video is provided
• The video must show:
o The sealed package
o The shipping label
o The product being opened and inspected
• The video clearly proves that:
o The product is damaged, or
o The product received is different from what was ordered

 

Claims without an unboxing video will not be accepted.

All such issues must be reported within 24 hours of delivery.

 

Handmade & Small-Batch Product Disclaimer

 

Most products on Atlas are handmade or produced in limited quantities. Therefore, slight variations are normal and expected and will not be considered defects.

 

This includes:

• Minor color differences due to lighting or screen settings
• Small variations in size, shape, texture, or finish
• Natural inconsistencies in materials such as fabric, wood, clay, or paint

 

These differences are a part of the product’s authenticity and craftsmanship.

 

Non-Returnable Items

 

The following items are not eligible for returns or refunds, unless damaged or incorrect:

• Customized or personalized products
• Made-to-order items
• Products marked as Non-Returnable on the product page
• Items damaged due to misuse or improper handling

 

Refund Processing

• Once approved, refunds are processed within 7–10 business days
• Refunds are issued to the original payment method
• Processing timelines may vary based on banks or payment partners

 

Marketplace & Seller Responsibility

 

Atlas operates as a marketplace platform. Products are fulfilled by independent sellers, and certain refund or cancellation requests may require seller approval. Atlas will facilitate communication but retains the right to make the final decision in line with this policy.

 

Policy Misuse

 

Atlas reserves the right to:

• Deny refunds in cases of repeated or suspicious claims
• Restrict or suspend user accounts that misuse platform policies

 

Contact & Support

 

For cancellations, returns, or refund-related queries, contact us at:

📧 [team.shopatlas@gmail.com]

or through the Support section on our platform.