Refund policy
Returns, Exchanges, and Refunds Policy – Atelier des Chevaux
This Returns Policy is drafted in accordance with current European and Italian consumer protection regulations and governs the right of withdrawal, exchanges, and refunds for purchases made on our online store.
1. RIGHT OF WITHDRAWAL AND RETURN REQUEST
You can request a return within 15 days of receiving your order.
You can request a return:
- directly through our self-service return portal available in the customer area;
- or by contacting us by email at atelierdeschevaux@gmail.com.
Mandatory Return Request
Before shipping any item, the customer is required to request a return through the self-service return portal or by contacting our customer service.
Returns sent without prior request and authorization cannot be processed and may be refused or returned to the sender at the customer's expense.
This procedure is necessary to correctly identify the order, manage the return, and process the refund or exchange.
To be accepted, the product must:
- be unused and in the same condition in which it was received;
- be complete with tags, accessories, and original packaging;
- be accompanied by proof of purchase.
Return address:
Atelier des Chevaux
Via Vittorio Veneto 100
27010 Santa Cristina e Bissone (PV)
Italy
---
2. SHIPPING COSTS
Shipping costs are indicated separately at the time of purchase.
In the event of a return due to a customer change of mind:
- return costs are always paid by the customer;
- if the order has already been prepared, handed over to the courier, and the tracking code has been sent, the shipment is considered completed and cannot be cancelled free of charge;
- Refunds will be issued only after the returned item has been received and inspected;
- Shipping costs paid by the customer at the time of purchase are non-refundable if the customer exercises the right of withdrawal after the order has been shipped.
If the return is due to our error (incorrect, defective, damaged, or non-compliant item), all shipping costs, including return and replacement costs, will be borne entirely by us.
---
3. PRODUCTS EXCLUDED FROM THE RIGHT OF RETURN
The following items cannot be returned:
- Made-to-Order products, created or put into production only after the order has been confirmed;
- Customized products or products made according to customer specifications (e.g., colors, sizes, finishes, or other customizations);
- Gift vouchers;
- Items expressly marked as final sale or non-returnable.
For these products, it will not be possible to cancel the order once it has been confirmed, as production and procurement of materials are initiated exclusively at the customer's request.
---
4. ORDER INSPECTION
Please carefully check the contents of your package upon delivery.
If the product is damaged, defective, or you received an item different from the one you ordered, please contact us promptly, attaching a description of the problem and any photographs.
After the appropriate checks, we will replace the product or refund the amount paid, at no additional cost to the customer, in accordance with applicable law.
---
5. REFUNDS
Once we have received the return and inspected the item, we will notify you of the outcome of your request.
If the refund is approved, it will be processed using the same payment method used for the purchase within 10 business days of the return confirmation.
Crediting times may vary depending on the bank or card issuer.
---
6. CONTACTS
For any information regarding returns, exchanges, or refunds, please contact us at the following numbers:
Email: atelierdeschevaux@gmail.com
Phone / WhatsApp: +39 333 362 76198
Returns address:
Atelier des Chevaux
Via Vittorio Veneto 100
27010 Santa Cristina e Bissone (PV)
Italy