Returns and Refunds Policy

At Birmingham Atelier, your satisfaction is our priority. We offer a curated collection of home decorative pieces, and we kindly ask you to read this policy before making a purchase.

1. General Information – UK Statutory Rights

If you are purchasing as a consumer (an individual) online, you have a legal right to cancel your contract within 14 days of receiving your goods without giving a reason. This is often referred to as the "cooling-off period."

This policy applies alongside, and does not limit, your statutory rights. Important Exceptions (where the right to cancel may be excluded):

• Goods made to your specifications or clearly personalised.

• Sealed goods that are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.

• Any other statutory exemptions under applicable UK consumer law.

2. 14-Day Right to Cancel – Standard Returns

• Timeframe: 14 days from the day you receive your parcel.

• Condition for Returns:

  • The product must be unused, undamaged, and show no signs of wear.

  • Preferably in its original packaging with all parts and accessories included.

  • You may examine the product only to the extent necessary to establish its nature, characteristics, and functionality (similar to how you would in a physical shop).

How to Cancel (Procedure): Please send an email to [info@birmingham-atelier.uk] within 14 days including:

1. Order Number

2. Full Name

3. A clear statement: "I wish to cancel my purchase / request a return." Upon receipt, we will provide you with return instructions and the correct return address.

• Return Shipping Costs: Unless otherwise agreed, the customer bears the direct cost of returning the goods (postage).

• Refunds:

  • We will process your refund no later than 14 days after the day we receive the goods back, or (if earlier) 14 days after the day you provide evidence that you have sent the goods back.

  • Refunds will be issued via the same payment method used for the initial purchase.

  • We will refund the cost of the goods plus standard delivery charges (we do not refund additional costs for express or upgraded delivery options).

  • Processing usually takes 7–14 business days after we receive the item, depending on your bank or payment provider.

Note on "Final Sale": If an item is marked as "Final Sale," exchanges are not available, and returns are handled strictly in accordance with your statutory right to cancel (unless the item is legally exempt from that right).

3. Damaged or Incorrect Items – 30-Day Assistance

If your product arrives damaged or you receive the wrong item, we will resolve the issue immediately.

• Reporting Period: We recommend notifying us within 30 days of delivery for a swift resolution.

• What to send to [Your Email]:

  • Order Number and Full Name.

  • Description of the issue.

  • Clear photos/video of the product and the packaging.

• Resolution: We typically offer a replacement, a redelivery, or another appropriate solution. We cover all costs if the error is on our part.

4. Shipping Returns

• Returns must be sent exclusively to the address provided in your return authorisation (our central warehouse).

• Tracking: Returns must be sent using a trackable shipping service. We cannot be held responsible for returns that are lost, significantly delayed, or sent without tracking.

• Unannounced returns (sent without prior confirmation/instructions) may be rejected.

5. Exchanges (Colour/Model)

To ensure the fastest service, we do not offer direct exchanges. If you wish to receive a different model or colour, we recommend:

1. Placing a new order for the desired item.

2. Requesting a return for the unwanted item as per Section 2 above.

6. Order Cancellations

If your order has not yet been processed, we will attempt to cancel it. Please contact us at [ info@birmingham-atelier.uk] within 2 hours of purchase. Once an order is packed or handed to the courier, cancellation is usually no longer possible. In such cases, you may return the item after delivery.

7. Important Notes

• Product Details: Dimensions, materials, and specific details are listed on each product page—please review these before purchasing.

• Colour Accuracy: Colours may vary slightly depending on lighting conditions and screen settings.

By placing an order, you acknowledge that you have read and accepted this Returns and Refunds Policy.