REFUND POLICY

Important: we do not offer free returns — the customer is responsible for the return costs, except when the item is defective.

International Returns: Our designated return facility may be located outside Singapore. For all non-defective returns, the customer is responsible for arranging and paying all return shipping costs, as well as any customs duties, import taxes, handling fees or other charges associated with the return shipment. All such charges must be prepaid by the customer. We cannot accept parcels sent with unpaid postage, duties, taxes or fees, and any parcel refused or returned to the sender for this reason will not be considered successfully returned.

Can I return my order? Yes, within 30 days of receipt, provided: the item is in original condition with all parts and packaging; shows only signs of normal use (no damage from negligence or misuse); hygiene-related products are returned properly cleaned; and the customer bears the return shipping costs. Returns are processed within 7 business days. RTD COMMERCE LLC / Atelier Tan Singapore may refuse returned items that show use or damage not attributable to us.

Defective items If your item arrives defective or damaged, contact us within a reasonable time of receipt with photos of the issue. In that case we will cover the return shipping costs and offer a replacement or a full refund, in accordance with applicable consumer law.

How do I return my order? Email info@ateliertan-singapore.com with your order number, reason for return, photos if applicable, full name and address. We will provide the designated return address after reviewing your request.

Do not send the parcel back to the sender’s address or to any address other than the return address provided by our Customer Support team. Returns may be processed through an international return facility.

The customer must arrange a tracked return service and prepay all shipping charges, customs duties, import taxes and applicable carrier or handling fees. Please retain your tracking number and proof of postage until your refund has been completed.

Cancellation You may cancel your order within 30 calendar days of receiving the last item. Since orders are processed quickly, they cannot be cancelled once in transit; in that case follow the return procedure after receipt. You may inform us of your intention to cancel by a clear written request via email.

After cancellation We refund all payments received via the same payment method, within a maximum of 30 days of receiving the returned products. Keep proof of return shipment.

Refund processing: A return is considered completed only when the parcel has been successfully delivered to and accepted by our designated return facility. Tracking showing that the parcel has entered the destination country, reached customs, or is awaiting payment of duties does not constitute successful delivery. Once the returned item has been received and inspected, the eligible refund will be processed within 7 business days.