Return & Refund Policy
We want every order to be right. If something isn’t, this page explains your options clearly and without small print. Our policy meets or exceeds EU consumer law requirements.
You have 30 days to change your mind
Under EU Directive 2011/83/EU (Consumer Rights Directive), you have the right to withdraw from your purchase within 14 days of receiving your order — without giving any reason. At ATLAS Trade Group, we extend this to 30 days from the delivery date as standard.
To exercise your right of withdrawal, notify us within 30 days of delivery by email at info@atlas-trade-group.com. You then have a further 14 days to return the goods.
Eligible for return
- Unopened products in original, undamaged packaging
- Products with all original seals and shrink-wrap intact
- Items returned within 30 days of delivery
- Products accompanied by the original invoice or order number
Not eligible for return (exceptions under EU law)
- Opened or used cosmetics, fragrances, skincare, makeup or haircare products — excluded for hygiene reasons under Article 16(e) of the Consumer Rights Directive
- Products with broken seals or removed shrink-wrap
- Items returned after 30 days from delivery
- Products damaged through misuse or abnormal storage
- Gift sets where individual components have been opened
We made a mistake? We fix it, fully and fast
If you received the wrong product, a damaged item, or something that doesn’t match your order, contact us within 48 hours of delivery with a photo and your order number. We will arrange collection at no cost to you and send a replacement or issue a full refund — whichever you prefer.
What to do if your order is wrong or damaged
- Email info@atlas-trade-group.com within 48 hours of receiving your order
- Include your order number and 1–3 clear photos showing the issue
- We will confirm receipt within 24 hours and arrange next steps
- Return shipping is fully covered by ATLAS in these cases
Note: For transit damage claims, please keep all original packaging until the claim is resolved. Carriers may require inspection of the packaging.
Four steps, no drama
Contact us first
Email info@atlas-trade-group.com with your order number, the item(s) you want to return, and the reason. Do this within 30 days of delivery.
Receive return authorisation
We’ll confirm your return within 48 hours and provide a Return Authorisation (RA) number. Returns without an RA number may be refused at the warehouse.
Pack and ship
Pack items securely in their original packaging. Write the RA number on the outside of the box. Ship to our returns address (provided in the RA email). We recommend using a tracked service — return shipping costs are at your expense unless we made an error.
Refund processed
Once we receive and inspect the return (usually 2–3 business days), your refund is issued within 14 days to the original payment method. You’ll receive an email confirmation.
How and when you get your money back
Refunds are processed to the original payment method used for the order. We do not issue store credit unless you specifically request it.
| Situation | Refund amount | Timeline | Return shipping |
|---|---|---|---|
| Change of mind (unopened) | Product cost only | Within 14 days of receipt | Customer’s cost |
| Wrong item sent | Full order including shipping | Within 5 business days | Free (we arrange) |
| Damaged in transit | Full order including shipping | Within 5 business days | Free (we arrange) |
| Item not received | Full order including shipping | Within 5 business days | N/A |
| Product defect | Full order including shipping | Within 5 business days | Free (we arrange) |
Important note on original shipping costs
- For change-of-mind returns, the original delivery charge is non-refundable unless the entire order is returned
- If your order qualified for free shipping, a standard shipping cost may be deducted from the refund
- Bank processing times are outside our control and may add 3–5 business days on top of our processing time
Different rules for trade buyers
B2B and wholesale orders are governed by the terms agreed at the time of purchase. EU consumer withdrawal rights do not apply to business-to-business transactions under Spanish and EU commercial law.
For wholesale orders, returns are only accepted in the following cases:
Accepted wholesale return cases
- Products delivered damaged or defective — report within 48 hours with photo evidence
- Incorrect items delivered (SKU or quantity mismatch vs invoice)
- Products not meeting the agreed specification or authenticity standards
- Shortages vs confirmed delivery note — report within 24 hours of delivery
For all wholesale return enquiries, contact your account manager directly or email info@atlas-trade-group.com.
This policy doesn’t limit your statutory rights
Nothing in this policy affects your statutory rights under EU and Spanish consumer law, including:
EU Consumer Rights Directive 2011/83/EU — right of withdrawal for online purchases.
EU Sale of Goods Directive 2019/771/EU — 2-year legal guarantee against defects.
Spanish Ley General para la Defensa de los Consumidores y Usuarios (LGDCU) — national consumer protection.
EU GDPR — your personal data is processed only for order fulfilment and returns administration.
If you believe your rights have not been met, you may contact the Spanish consumer authority (consumo.gob.es) or the EU Online Dispute Resolution platform (ec.europa.eu/consumers/odr).
Questions about a return?
Our team responds to every return enquiry personally within 48 hours. We’re here to make it straightforward.