Refund policy
Refund & Returns Policy
Last updated: 29 September 2026
At Atlas Goods, we want you to be happy with your purchase. This policy explains how to request a return, cancellation or refund.
Nothing in this policy limits your statutory consumer rights, including your rights concerning faulty, damaged, incorrect or misdescribed goods.
Our 30-Day Return Offer
You may request a change-of-mind return within 30 days of receiving the last item in your order. If the final day falls on a weekend or public holiday, the request period extends to the next business day.
Under our voluntary return offer, items must be unused, in their original condition and complete with their original packaging, accessories and tags where applicable. Please send them back within 14 days of notifying us.
These conditions apply to our voluntary offer only. They do not restrict your statutory cancellation rights or your rights concerning faulty goods.
How to Request a Return or Cancellation
You can submit a request through your customer account:
https://account.atlasgoods.co.uk
Sign in using the email address used for your purchase, open the relevant order and select the available return or cancellation option.
You can also email support@atlasgoods.co.uk. Include your order number or other proof of purchase and identify the items concerned.
For faulty, damaged or incorrect items, please describe the issue and include photographs where helpful. You do not need to give a reason when exercising a statutory right to cancel.
We will provide the correct return address and instructions. Items may have different return destinations, so please contact us before posting anything back. Your statutory right to cancel does not depend on our prior approval.
Return Postage
Change-of-mind returns: You are responsible for arranging and paying the direct cost of return postage. We do not charge a restocking fee. Please retain proof of posting.
Faulty, damaged, incorrect or misdescribed goods: Atlas Goods will cover the necessary reasonable return costs. Contact us so we can provide an appropriate prepaid label, collection or other suitable arrangement.
Where a product cannot normally be returned by post, any customer-paid return arrangements and estimated costs will be disclosed before purchase.
UK and EU Statutory Cancellation Rights
For most goods purchased online, UK and EU consumers can cancel without giving a reason by notifying us within 14 days after delivery. Where goods from one order arrive separately, the statutory period generally begins after the last item is delivered. Any extension required by applicable law also applies.
After notifying us of cancellation, you have a further 14 days to send the goods back, unless we have agreed to collect them.
You may inspect goods as you reasonably would in a shop. Opening packaging does not automatically remove your cancellation right. Where permitted by law, we may deduct an amount for a loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.
Our voluntary 30-day offer extends the request period for eligible goods. It does not replace or reduce statutory rights.
Faulty, Damaged or Incorrect Goods
Please contact support@atlasgoods.co.uk as soon as reasonably possible if something is wrong with your purchase.
Reporting visible delivery damage within 48 hours helps us investigate, but this is not a deadline that removes your statutory rights.
Depending on the circumstances and applicable law, you may be entitled to a refund, repair or replacement. Your rights concerning faulty goods may continue beyond our voluntary 30-day return period.
Exceptions to Change-of-Mind Returns
Where permitted by law, statutory change-of-mind cancellation rights do not apply to:
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Goods made to your specifications or clearly personalised.
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Goods liable to deteriorate or expire rapidly.
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Sealed goods unsuitable for return for health or hygiene reasons once unsealed.
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Sealed audio, video or computer software once unsealed.
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Goods inseparably mixed with other items after delivery.
Our voluntary return offer also excludes these items. These exclusions do not remove your rights if goods are faulty, incorrect or misdescribed.
Refunds
Refunds are issued to your original payment method, unless you expressly agree otherwise. We do not charge a refund processing fee.
Statutory cancellations: We will refund you without undue delay and within 14 days of being informed of your cancellation. Unless we have offered to collect the goods, we may withhold the refund until we receive them back or you provide evidence that you have sent them back, whichever happens first.
If you cancel an entire order under your statutory rights, we will also refund the original standard delivery charge. If you selected a more expensive delivery service, we only refund the equivalent standard delivery cost.
Voluntary returns outside the statutory cancellation period: We will refund the price paid for eligible returned items within 14 calendar days of receiving them, provided they meet our voluntary return conditions. Original delivery charges are not refunded for these returns unless required by law.
Faulty goods: Refunds and other remedies will follow the applicable statutory requirements.
Your bank or payment provider may take additional time to display the funds after we issue a refund.
Cancelling Before Dispatch
You may request cancellation through your customer account while an item remains unfulfilled, or email support@atlasgoods.co.uk.
We will try to stop dispatch when we receive your request. Submitting a request does not automatically stop supplier processing or shipment. If the item has already shipped, you may still exercise any applicable statutory cancellation right and follow our return instructions.
Exchanges
We do not currently offer direct exchanges. To choose another item, request a return and place a separate order.
Contact
For returns, cancellations and refund enquiries: