Refund & Returns Policy

Last updated: January 25, 2026

Your satisfaction is our priority. We take great care in inspecting and packing every order to ensure it arrives in perfect condition. However, we understand that issues can occur, or you may change your mind. We have designed our policies to be fair and transparent, respecting both your rights as a customer and the nature of our luxury fragrance products.

1. Our Commitment & Policy on Opened Products

Perfume is a personal item. For hygiene, safety, and authenticity reasons, we cannot accept returns on any fragrance that has been opened or has had its protective seal broken. Once a product is opened, it cannot be resold.

2. Return Window

You have 14 days from the date of delivery to report an issue or request a return. Requests made after this 14-day period will not be eligible for a return or refund.

3. Conditions for a Return

To be eligible for a return, your situation must fall into one of the following categories:

A. Change of Mind (Unopened Items)

You may return an item if you have changed your mind, provided that:
- The item is unopened, unused, and in its original sealed packaging.
- Shipping Costs: You are responsible for paying the shipping costs to return the item. Original shipping costs are non-refundable.

B. Damaged or Incorrect Items

We will accept returns or provide replacements if:
- The product was damaged during shipping.
- You received an incorrect product that you did not order.
- Note: Claims for damages or wrong items require photographic proof (see Section 4).

4. Proof of Damage (For Damaged/Wrong Items)

To be eligible for a claim regarding a damaged or incorrect item, please provide clear photos of the issue.
- Clearly show the damage to the product or the incorrect label.
- Include photos of the packaging if it arrived damaged.
This allows us to verify the claim with our courier and resolve it for you quickly.

5. How to Initiate a Return or Claim

To start a return, please contact us at uk@atominc.co within the 14-day window.
Please include the following in your email:
- Your full name and Order Number.
- A written description of the issue (e.g., "Returning unopened item" or "Received wrong scent").
- For Damages/Wrong Items: Attach the photos of the damage.

6. Refunds & Resolution

Once we receive your return or claim, we will inspect the item (or photo evidence). We will notify you of the approval or rejection of your refund/exchange.
If approved:
- For Unopened Returns: You will be refunded for the item cost (excluding shipping) to your original payment method.
- For Damaged/Wrong Items: We will offer you a choice of a full refund or a replacement item sent at no additional cost.

Refunds are processed within 10 business days of approval. Please remember it can take additional time for your bank or credit card company to post the refund.

7. Contact Information

If you have any questions about this policy, please contact us at:

ATOMINC UK LIMITED (trading as Veiloia)
3B Lamson Road
Rainham, RM13 9YY
United Kingdom
Email: uk@atominc.co
Phone: +44 7452 707699