Politique de remboursement

We want you to be completely satisfied with your online purchase. If you change your mind for any reason, we’ll gladly accept a return of any full priced or sale item subject to the following conditions:

- The item must be returned within 30 days of purchase together with original proof of purchase.

RETURNS & EXCHANGES POLICY - GENERAL
- Items must be returned in original condition, unused and unaltered.

- Gift Wrapping is non-refundable.

- If you have received a Gift With Purchase, the gift must also be returned otherwise the value of the gift will be deducted from your refund.

If you have any questions regarding your return, please contact atlantissoulhealing@gmail.com.

HOW DO I RETURN AN ITEM
To return an item, please email atlantissoulhealing@gmail.com

Our returns team will reply with your reference number within two business days, and will also provide you with the address to send your return to.

Please Note:
- Your reference number must be clearly marked on the front of your returned parcel. If our warehouse cannot identify this number on the outside of your parcel it may be returned to you.

- For a refund, your return must be in original condition, unaltered and unused.

Please note: International Returns cannot be over $1000, if so, please ship these separately as Atlantis Soul is not responsible to pay duties to receive the goods. If there is a charge it will be deducted from your final refund.

Upon receipt of the items, they will undergo a quality review and once cleared, you will receive a refund for the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. We endeavour to process refunds as soon as they are received but please allow up to 5 business days for returns to be processed. You will receive email notification of the status of your refund once finalised.

We do not refund initial shipping charges for items returned, other than for faulty items. Atlantis Soul is not liable for the loss of items being returned. We recommend using a traceable delivery method and taking note of your tracking number.

WHAT IF MY ITEM IS FAULTY?
We're so sorry if an item you received is not in perfect condition. Please follow the returns process and attach a photo of the fault to the returns email. We will meet our obligations under the Australian Consumer Law or similar legislation which may include replacing the item if the stock is available or giving you a refund upon receiving your faulty item back.

WHAT IF I RECEIVED AN INCORRECT ITEM?
If you have received an item you did not order, please email us at atlantissoulhealing@gmail.com so we can resolve this for you.

WHAT IF MY ITEM GOES MISSING?
If your order has gone missing, please email us at atlantissoulhealing@gmail.com so we can resolve this for you. Please note, due to insurance limitations, if your parcel is deemed lost in transit, we currently reserve the right to process a refund in lieu of shipping a replacement order. Parcels acknowledged as lost in transit by Atlantis Soul will be reimbursed minus any logistics charges incurred due to customer error.

DO I HAVE TO PAY FOR SHIPPING MY RETURN?
Subject to our obligations under the Australian Consumer Law or similar legislation, for any return you will be responsible for shipping and handling charges to return any unwanted items. If the package does not reach us safely we will not be able to complete the refund. We recommend sending via a traceable method for peace of mind and to retain proof of postage until you have received confirmation that your return has been processed.

Please note: subject to our obligations under the Australian Consumer Law or similar legislation, international returns cannot be accepted where the value of the items being returned in one shipment is over $1000. Please ship the items separately as we are not responsible to pay duties to receive the goods. If there is a charge it may be deducted from your final refund.

CAN I RETURN THE ITEMS IN PERSON?
We’re very sorry, but at this time we are not able to process returns for online orders in person. Any online order must be returned following the above returns process.

HOW WILL I BE REFUNDED?
Upon receipt of the items, they will be checked to make sure they meet the conditions above and once cleared, you will receive a refund for the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase.

We endeavour to process refunds as soon as they are received but please allow up to 5 business days for returns to be processed. You will receive email notification of the status of your refund once finalised. We do not refund initial shipping charges for items returned, other than for faulty items. We are not liable for the loss of items being returned. We recommend using a traceable delivery method and taking note of your tracking number.

Please Note:
- If you paid import duties or taxes on an item that you have returned and would like a Credit Invoice to provide to your customs office please contact us.

CAN I EXCHANGE AN ITEM?
Due to the limited nature of our pieces, we do not offer exchanges on any items. If you would like a different size or item, we recommend purchasing the new item and following the returns process for a refund.