Refund policy
Refund Policy - Atmacha X Zebrano
Returns, Refunds, and Replacements
1.1 Damaged or Faulty Items
Immediate Discovery (Upon Delivery or Collection)
Customers must inspect all items thoroughly upon delivery or collection. Any discovered damage or fault must be reported within 24 hours of delivery via email only to hello@atmacha.com, with clear photographic evidence and a description of the issue.
Important: All damage reports must be submitted via email; reports sent through phone, WhatsApp, or other channels will not be considered valid. Failure to report within the specified timeframe or through the designated email will be interpreted as acceptance of the product in satisfactory condition.
Damage Assessment: Damage assessments may take up to 10 business days. If a replacement part or product is necessary, the estimated arrival time for the new part or replacement is 8–12 weeks, subject to availability.
Warranty Period and Proof of Fault
For the first six (6) months from the date of delivery, any manufacturing fault will be presumed to have existed at the time of delivery unless we can prove otherwise. After this six-month period, the customer is responsible for proving that the product is faulty due to a manufacturing defect. Claims made after twelve (12) months from delivery will not be accepted.
Partial Refund & Warranty Waiver
Where a customer accepts a partial refund, discount, credit, goodwill gesture, or any other form of compensation in relation to an item with reported damage, defects, faults, or cosmetic imperfections, and agrees to retain the item in its existing condition, the item shall be deemed accepted on an “as is” basis.
By accepting such compensation, the customer acknowledges and agrees that the item is accepted in its current condition on a final “as-is” basis and is excluded from any further warranty coverage, repair, replacement, return, refund, or additional compensation relating to the condition, damage, defect, fault, associated issues, or any existing or future issues arising in connection with the item.
Acceptance of the compensation constitutes full and final settlement of the matter disclosed and resolved at the time of the agreement.
Refund Processing Schedule
2. Right to Reject
2.1 Bespoke Products
Products made to customer specifications (e.g., custom colours, sizes, finishes, or modifications) are considered bespoke. Bespoke products are excluded from the 14-day cooling-off period and are non-returnable and non-refundable.
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A 50% restocking and depreciation fee will be deducted from the refund.
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The customer is responsible for all delivery charges, including:
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The initial standard delivery fee (currently £249, which may be higher for distant locations), even if initially offered free.
- The return delivery fee, deducted from the refund amount.
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Products must be returned in new, unused, and resalable condition with original, undamaged packaging to qualify for a refund.
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Refunds will be processed within 30 days of receiving the product in satisfactory condition.
2.2 Non-Bespoke Products
For standard (non-customised) products, return requests must be made within 14 days of delivery acceptance. The following conditions apply:
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A 35% restocking and depreciation fee will be deducted from the refund.
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The customer is responsible for all delivery charges, including:
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The initial standard delivery fee (currently £249, which may be higher for distant locations), even if initially offered free.
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The return delivery fee, deducted from the refund amount.
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Products must be returned in new, unused, and resalable condition with original, undamaged packaging to qualify for a refund.
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Refunds will be processed within 30 days of receiving the product in satisfactory condition.
- Installed products that have been assembled or installed at the customer’s premises are non-returnable and are not covered by the 14-day cooling-off period.
3. Right to Keep
If a product remains usable despite minor damage or if the customer opts to keep it, we will arrange for repair or replacement at our discretion. Should repair or replacement not be feasible, a full refund will be issued upon collection and inspection of the product.
4. Non-Visible Marks and Minor Scratches
Minor marks or scratches on non-visible areas of the product that do not affect its function are not considered damage and do not qualify for a refund or replacement.
Restrictions on Colour and Model Changes
Beyond the statutory 14-day return period, products cannot be exchanged due to colour, model, or style preferences. In the event of a proven fault, replacements will only be provided with the same model and specification. Requests for alternative colours or updated models are excluded from warranty and may only be accepted at our discretion and subject to additional charges.
5. Customer Responsibility for Product Fit
Customers are fully responsible for ensuring that the purchased item will fit through all access points and into the intended room. Our team may offer guidance, but ultimate responsibility lies with the customer. If the product does not fit, standard return conditions and fees apply.
6. Customer Responsibility for Notification
The customer must promptly notify us of any product damage or discrepancies via email only at hello@atmacha.com. Reports submitted through other communication channels, such as phone or WhatsApp, are invalid. Failure to report issues within the required timeframe results in acceptance of the product as delivered in satisfactory condition.
7. Home Accessories and Textile Products
If for any reason you are not completely satisfied with your purchase, we are happy to accept returns within 14 days of delivery. To be eligible for a return, items must be unused and in perfect condition. As long as the returned goods meet these criteria, we will refund you for the value of the goods. Refunds will be issued to the original method of payment.
Please note:
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Return Shipping: Customers are responsible for return shipping costs. Atmacha is not responsible for any delivery charges incurred when returning items via your chosen carrier.
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Cushions: For a full refund of the items, cushions must have the original price tags attached.
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Rugs: Please ensure rugs are returned in their original, unused condition. Detailed return instructions for rugs will be provided upon request. Please note that all rug returns are subject to a £15 restocking fee (per rug), which will be deducted from the final refund amount.
Colour Disclaimer:
While we make every effort to accurately display product colours on our website, please note that the colours you see on your screen may vary slightly due to differences in computer displays. The goods you receive may therefore differ slightly from what is shown online.
Hygiene Standards:
For hygiene reasons, textile products such as bedding are non-returnable and non-exchangeable once the packaging has been opened.
Refund Process:
Refunds will be issued within 14 days after we confirm the returned product's condition.
8. Display, Outlet, and Clearance Products
Display, outlet, and clearance products are sold as-is, with no warranty coverage and are strictly non-returnable, non-exchangeable and non-refundable. Customers are advised to inspect these items carefully before purchase, as they are excluded from standard return and warranty policies.
9. Right to Refuse Orders
We reserve the right to refuse orders due to stock inadequacy, delivery limitations, pricing errors, or any factors outside our control. In such cases, a full refund will be issued to the customer.
10. Installed Products
Products that have been assembled or installed at the customer’s premises are non-returnable and are not covered by the 14-day cooling-off period. Customers must inspect all items upon delivery, as post-installation issues will not qualify for return or refund.
Independent Inspection for Late Claims
Any fault reported more than twelve (12) months after delivery will require independent inspection at the customer’s expense. If the inspection confirms a genuine manufacturing defect, we will reimburse reasonable inspection costs and arrange a suitable remedy. If no fault is found, all inspection and transportation costs shall remain the responsibility of the customer.
Cancellation and Order Changes
11. Order Cancellation and Restocking Fee
11.1 Before Production
If an order is cancelled before production begins (typically within one week of order placement), a 35% cancellation fee will apply.
11.2 Once in Production
Orders cancelled after production begins will incur a 50% restocking and depreciation fee.
12. Order Change Fees
12.1 Within One Week of Order Placement
Changes to the order within the first week incur a 10% change fee.
12.2 After Production Begins (After Week 4)
Changes requested after production begins will incur a 25% fee. Any changes at this stage reset the production and delivery timeline.
13. Non-Refundable Delivery Charges for Delayed Delivery
Delivery estimates are 8–12 weeks, depending on stock availability. However, uncontrollable circumstances, such as supplier or logistics delays, may affect this timeframe. Exceeding the estimated delivery timeframe does not qualify as grounds for return or cancellation, and all delivery charges remain non-refundable.
14. Intended Use Requirement
All products must be used only for their intended purpose. Misuse or improper storage will void warranty and return eligibility.
15. Product Condition Verification for Returns
All returned items are inspected to confirm they are unused, undamaged, and comply with return conditions. Only items passing inspection qualify for a refund.
Misrepresentation of Faults
Delivery staff photographs are retained as evidence of the product’s condition at the time of delivery. If a claim is found to be misleading or based on false representation of a defect, all warranty rights shall be void and the company reserves the right to refuse further service.
16. Customer Agreement Clause
By purchasing any product from our stores or online platforms, customers confirm their understanding and acceptance of these Terms and Conditions. Atmacha Home & Living and Zebrano Luxury Furniture reserve the right to amend these terms at any time, adjust pricing, apply or withdraw promotions, and modify delivery schedules.
Abuse of Rights
These Terms are designed to protect customers’ statutory rights in good faith. Atmaca Furniture Ltd. reserves the right to reject any claim or request that is deemed to constitute an abuse of these rights, including but not limited to repeated or unfounded requests for exchanges or replacements where no manufacturing defect exists.