Refund policy

Return & Refund Policy

Last updated: June 2026 · Atacama Co · atacamaco.com

We want you to be happy with your purchase. Please read this policy carefully before requesting a return — it tells you exactly what is covered, what is not, and what steps to follow.

1. Change of Mind Returns

Time limit: You must submit your return request within 14 days of your confirmed delivery date.

Item condition: The item must be completely unused, unopened, and in its original, undamaged retail packaging — including all inserts, tags, and seals. Any sign of opening or use will result in your request being declined.

Photo evidence: When you contact us to request a return, you must include clear photographs of both the item and the outer retail packaging. We cannot process requests without this evidence.

Approval: All return requests are reviewed manually by our team. You will receive a response within 3 business days. Do not send anything back before you receive written approval from us.

Return Shipping — Your Responsibility

If your request is approved, we will email you a Warehouse Processing Pass (a PDF barcode). You must print this and place it flat inside the box on top of the item before sealing it. This is required by our fulfilment centre in China to identify and process your return — without it, the parcel will be rejected, and no refund will be granted.

You are then responsible for arranging and paying for tracked international return shipping to our fulfilment address in China. We recommend using DHL, FedEx, or UPS. International return shipping typically costs £35–55 depending on your location and chosen carrier. This cost is not refunded.

Once shipped, send us your tracking number at atacamaclo@gmail.com. We will monitor the parcel and confirm receipt.

Refund: Your full refund of the original purchase price (minus the shipping cost on our side initially, which paid effectively directly to your courier) will be issued within 3–5 business days of our warehouse confirming the item has arrived and passed inspection. Refunds are returned to your original payment method.

2. Defective, Damaged, or Incorrect Items

If your item arrives damaged, faulty, or is not what you ordered, we will resolve it at no cost to you. You do not need to return the item.

•A clear video demonstrating the defect or damage

•Photos of the outer packaging as it arrived

•Your order number

If verified, we will send a brand-new replacement free of charge, including all shipping costs. No return required.

If you prefer a refund rather than a replacement for a verified defect, we will issue a full refund with no deductions and no return required.

3. Items We Cannot Accept Back

We are unable to process a return or refund in any of the following situations:

•The return request is made more than 14 days after delivery.

•The item has been opened, used, or shows any sign of wear.

•The retail packaging is damaged, missing, or incomplete.

•No photos were provided when requesting the return.

•The item is sent back without our prior written approval.

•The Warehouse Processing Pass is not included inside the box — the parcel will be refused at our fulfilment centre.

•The item is damaged during return transit due to inadequate packaging on your part.

4. How to Request a Return

1.Log in to your Atacama account at https://shopify.com/98238136665/account

2.Find the relevant order and click 'Request Return'.

3.Select the item and provide a reason.

4.Do NOT send the item yet — wait for our response.

5.Email atacamaclo@gmail.com with clear photos of the item and packaging.

6.We will review and respond within 3 business days.

7.If approved, we email you the Warehouse Processing Pass PDF. Print it and place it inside the box.

8.Arrange tracked international shipping to our China fulfilment address (provided in the approval email) at your own cost. We recommend DHL Express, FedEx International, or UPS Worldwide.

9.Email us your tracking number at atacamaclo@gmail.com

10.Once our warehouse confirms receipt, arrival and inspection, your refund is processed within 3–5 business days.

5. Refunds

Method: All refunds are issued to the original payment method used at checkout.

Amount: Full original purchase price. The cost of return shipping (paid by you to your courier) is not reimbursed.

Timing: 3–5 business days from warehouse confirmation. Allow up to 10 business days for the funds to appear depending on your bank.

6. Disputes & Chargebacks

Please contact us at atacamaclo@gmail.com before raising a dispute with your bank or card provider. We are committed to resolving all legitimate issues fairly and quickly. Filing a chargeback without contacting us first may affect your ability to place future orders.

7. Contact

Email: atacamaclo@gmail.com

Website: atacamaco.com

Response time: Within 24–72 hours, Monday to Friday.

Atacama retains the right to reply at any time, despite depicted expectations.

Atacama Co · atacamaco.com · atacamaclo@gmail.com