REFUND POLICY

AtelierNur Singapore

At AtelierNur Singapore, returns are accepted within 30 days of receipt of the order. Return shipping costs are the responsibility of the customer, and all returns must be sent to our central warehouse in Asia. Customers also have a 14-day right of withdrawal, subject to the conditions described below.

Returns are not free, and the applicable return shipping costs must be paid by the customer.

Return Policy

If you are not satisfied with the items you ordered, you may return them within 30 days of receipt, provided that all return conditions are met.

For a return to be accepted, the order must still contain all appropriate parts and components, and the product and its packaging must be returned in the condition in which they were received. Normal handling of the product is permitted; however, damage resulting from careless or improper handling may not be accepted.

Products for which hygiene is important must be properly cleaned before the return process begins. If a product is defective, the defect should be identified and reported immediately upon receipt.

We reserve the right to charge the customer for return shipping costs. Once the returned product has been received and the applicable conditions have been verified, the refund will be processed within 7 business days.

We reserve the right to refuse returned items if we suspect that they have been used or damaged through our fault.

How to Return an Order

If your order meets the conditions described above, you can begin the return process by contacting us by email at support@ateliernur.com with the subject line “Return Request”.

Your email should include your order number, the reason for the return request, a photograph of the product if it is damaged, your first and last name, and your address.

After receiving your request, we will contact you and provide the correct return address. Please do not send the product back to the original sender. You must wait until we provide you with the appropriate return address.

The customer is responsible for the costs of returning the order to our central warehouse in Asia.

Never send a return to the sender. Always wait for the return address provided by our customer service team.

Cancellation Conditions and Right of Withdrawal

The consumer has the right to withdraw from the transaction in accordance with the following provisions, provided that the consumer is an individual entering into a legal transaction for purposes that are not predominantly related to their commercial or professional activity.

The cancellation period is 14 days, starting from the day on which the customer, or a third party designated by the customer, receives the last product included in the order.

Because we operate using a fully automated system, orders are processed immediately after they are placed. For this reason, it is not possible to interrupt the shipping process once an order has entered processing and until it has been delivered. A refund is not possible after receiving the products unless the products are returned.

To exercise your right of withdrawal, you must inform AtelierNur of your decision to withdraw from the contract by means of a clear statement, such as an email. The withdrawal process is completed when we receive the returned products. The costs of returning the products are borne by the buyer.

Orders in Transit

Because our products are shipped from Asia, longer transit times may occasionally occur due to circumstances outside our control.

If the products are already in transit, cancellation is not possible. In this situation, please wait until the products have been delivered and then proceed with the return process. You may inform us of your intention to cancel the order in advance.

To help ensure the fastest possible processing of your return, please send us confirmation of shipment as soon as the returned product has been dispatched.

Consequences of Withdrawal

Following a valid withdrawal and once the returned products have been received and verified, we will reimburse the payments received from you, except for any additional delivery costs resulting from your choice of a delivery method that is more expensive than the standard delivery method offered by us.

The applicable refund will be processed within a maximum of 14 days and, where possible, will be issued using the same payment method used for the original transaction.

Return shipping costs are not refundable. Additional delivery costs resulting from the selection of a more expensive shipping method are also not refundable. We may also withhold reimbursement for damage caused by improper handling of the product.

The refund is processed after the returned products have been received and verified.

All returns must be sent to our central warehouse in Asia at the customer’s expense.