Return and Refund Policy

Return and Refund Policy

From the moment you send the first email to our customer service regarding your return, it will be processed. Due to busy schedules, it is not always possible to respond immediately. There is no need to send multiple emails: your request will be handled as quickly as possible. We aim to respond within 24 hours and are happy to assist you.

If, for any reason, you are not satisfied with the order you received, please contact us. At Athomly, we strive to ensure that our customers are 100% satisfied with the products they purchase from our suppliers. If you have issues with the delivery or the product, reach out to us, and our team will assist you promptly.

You may wish to return an order, either because the product doesn't meet your expectations or for another reason you no longer wish to keep the order. Regardless of the reason, you have the right to return your order within 14 days after receiving it, without providing a reason. You are responsible for the cost of returning the goods to our return address. The return shipping costs are approximately €25 per package; please check the website of your carrier for exact prices.

Easy Returns in Three Simple Steps:

Step 1: Request the return form via Info@athomly.com
Provide your order number, email address, and the reason for the return. We will process your request as quickly as possible and inform you on how to return the item.

Step 2: Return your order
Send the goods along with the completed return form to the address listed on the return form. Be sure to include a track and trace code on the package. As the sender, you are responsible, and we do not want any misunderstandings.

Step 3: Get your money back
Once we receive the package, we will ensure the purchase amount is refunded within 14 business days.

Conditions and Guidelines for Returns:

Please note that the returned goods must be unused, undamaged, and in their original packaging. Unfortunately, hygiene products cannot be exchanged. Once we receive and inspect the returned item, we will refund you the purchase amount as quickly as possible via the same payment method you used.

To qualify for a return, your item must be in the same condition as when you received it, unused, and in the original packaging. You must also have the receipt or proof of purchase.

To initiate a return, please contact us via Info@athomly.com. Always include your order number. If your return is accepted, we will send you a return form with instructions on how and where to send the package. Products come directly from our supplier and must also be returned directly to them. Our supplier is based in China.

Items returned to us without prior contact will not be accepted.

If you have any questions about the return process, feel free to contact us via email.

How long is the return period?

You can return your order within 14 days after receiving it.

How long does it take to get my refund?

The full refund will be made via the same payment method the customer used. Once we receive the return, we will check if the products are in their original, saleable condition and then refund the money.

Please note that most financial institutions typically take three to five business days to process a refund.

What is a return receipt?

You will receive this from the post office when you return your item. Always keep this; it serves as proof that you have returned your order.

Why can't underwear, face masks, hygiene, and beauty products be returned?

Underwear, face masks, and beauty products are considered hygiene items. We take hygiene and public safety very seriously and do not allow returns of underwear, face masks, hygiene, and beauty products for the safety of our customers. This policy is widely followed, as other suppliers of these types of products also do not accept returns for the same reason.

My product is damaged/defective, what should I do?

To assist you as quickly as possible, we kindly ask you to provide photos showing the poor quality or damaged part of the product. The most optimal images are taken on a flat surface with good lighting, where the mark or defect is clearly visible. We will use these images to help resolve the issue with your order and prevent future errors.

Did you receive the wrong product?

We do our best to process all orders correctly. Unfortunately, mistakes can sometimes happen, and you may receive the wrong item. We will, of course, resolve this and send you the correct order at no additional cost. If you have any questions regarding the delivery of incorrect goods, please contact our customer service team.

Can I return my order without contacting you first?

No, you must contact us before initiating a return, as the return address may vary depending on the supplier from which your order was shipped.

Do I have to pay for return shipping?

Yes, all customers are responsible for return shipping costs. We recommend sending your return with tracking, as we cannot be held responsible for lost return packages.

How can I contact you?

You can email us at Info@athomly.com. We strive to respond within 24 hours and will be happy to assist you.

• Business name: Athomly

• Company Name: Athomly

• Address: Etnastraat 32, 1067 TH Amsterdam, Netherlands

• Company Registration Number: 773322533

• Email: Info@athomly.com

• Telephone: +31657525522