Atom Retro Returns Policy
If for any reason you are not satisfied with your purchase, you may return it to us. Self-customised clothing, socks and underwear, Final Sale and Magazines, CDs, peroidicals or books are an exception to this unless faulty.
In addition to the Distance Selling Regulations, you can return any item within 28 days of receipt for a refund of that item or to exchange it for a different size or colour or for a different item.
For returns made outside the Distance Selling Regulations, we will refund the monetary value of the goods returned to us, at the price you purchased them. This includes sale items.
Please note that in the interests of hygiene, items marked with a '+' next to the product name cannot be returned, unless they have remained in their original wrapping or are faulty.
Please ensure that briefs, thongs, swimwear etc. are tried on over your own underwear. When trying on any clothing please avoid make up or lotions coming into contact with the item. In the interests of hygiene, we may refuse returns where it's obvious this hasn't been done.
To return an item under our returns policy please send an email to firstname.lastname@example.org, within 28 days of you receiving the goods. Please quote your order number and request a Returns Authorisation Number (RAN).
You can cancel your order if you change your mind, however if your order has already been processed and despatched, you will need to return the goods to us.
Please keep a note of your RAN and quote this if you need to contact us again about your return.
***We CANNOT accept the return of ANY item, for any reason, once it has been worn and/or washed and/or dry cleaned***
i. To Return or exchange an item:
If you are not completely satisfied with your purchase or wish to exchange for a different size or colour, please email us at email@example.com to request a Returns Authorisation Number (RAN). We endeavour to reply to emails within 24 - 48 hours, (Working days only) if you haven't recieved a reply within this time please contact us again. (Please note our emails can sometimes be mistaken for spam, so check in your spam or trash folder).
When you have recieved your RAN, simply return the item or items to us in their original condition* within 28 days of receipt. Please include your completed Returns Form (this will be sent to you via email along with your RAN).
We will issue a full refund (excluding original delivery charge) on receipt, or exchange the item for a different size, colour or item if preferred. Some products are non-returnable; these are clearly marked with a '+' next to the product name.
All exchanges will be sent via our standard delivery method regardless of what delivery method was used on your orginal order. However, you can pay for Express Delivery for your exchange if you want it to arrive quicker. (Express exchanges are £4.95 for a next day service, UK Mainland only and need to be arranged in advance. Please ask about this when you request your returns number.
You are responsible for returning items to us. We do not currently offer a free returns service.
The cost of returning the item to us is your responsibility. (This includes items which are refused upon delivery or are uncollected, where applicable).
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
We will try to accomodate any exchange requests for different items/sizes as much as possible, even if a size, etc is not on our website currently (ie. by back ordering it for you). We will advise you of any problems in your exchange when you request your RAN or when we have received your item back.
You are responsible for the cost of returning good to us to be exchanged or refunded.
Credit notes are considered refunds, and so the credit note will be for the value of the returned items only and not any delivery charges.
All items must be returned in the condition in which you received them, with all tags attached and packaging intact, etc. Items must not have been worn and must not have been tainted by any odour, ie. smoke, perfume, aftershave, deodorant etc. Shoes with damage, marks or scratches to soles or upper will be considered as worn and will not be accepted. Shoes must be returned in their original unmarked box. Please do not use the shoebox as outer packaging, but wrap this in something else to return. Defaced/spoilt shoe boxes will not be considered to be in an acceptable condition.
Where goods are returned in a damaged, worn or dirty condition, which indicates that they have been worn or used after you have had a reasonable chance to inspect them on receipt, we will consider you to be in breach of your legal duty to take reasonable care of the goods and reserve the right to recover appropriate sums from you.
We will email you when your item has been recieved back. Refunds and exchanges usually take only a few days to process but please allow up to 28 working days. (Items for exchange which are not in stock will be placed on back order for you and this may take a little longer).
Refunds will be made via your original method of payment.
Please complete the Returns Form and send both the form and parcel to:
ATOM RETRO - Returned Goods
Indie Apparel Ltd
Unit 1 Elge House
Hopper Hill Road
ii. Faulty Item
Please check the items you have ordered for any faults when you recieve them. If the item you received is faulty, please contact customer service at firstname.lastname@example.org quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 28 days from receipt of the faulty item to return it to us.
Goods are faulty if they are received damaged or where a manufacturing fault occurs within six months of purchase. An item is considered faulty where a manufacturning error or mistake is present. Items which have been damaged as a result of wear and tear or mis-use are not considered to be faulty. Items which have been improperly cared for or washed incorrectly will not be considered faulty.
iii. I have received the wrong item
If the item you received is not what you originally ordered, please email customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Where we have made a mistake and you have recieved an incorrect item, we will refund your reasonable cost of postage to return the item for the following delivery services only: Royal Mail 1st/2nd Class Recorded Delivery or Royal Mail Standard 1st/2nd Class delivery. We will not refund special delivery or couriers fees for returns. You must enclose your receipt from the post office with the item you are returning or the refund for the return postage cannot be issued.
iv. Additional Notes:
All Refunds and/or exchanges will be at our descretion. The cost and risk to return items is the buyer's responsibilty. This includes any courier fees which may be incurred if an order is refused upon delivery.
Discount codes & vouchers: If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
Free Delivery Offer: If you enjoy our free delivery offer but then return items which means your order value works out to be less than our minimum order value for free delivery, then a standard delivery charge will be deducted from the refund (currently £3.50).
Unauthorised Returns: Unauthorised Returned items will not be accepted and/or processed. Please ensure you obtain a Returns Authorisation Number (RAN) before you return any items to avoid problems and delays. Please note, we cannot process your return without your returns form and/or the information on it.
International Returns: Items being returned from countries outside of the EU will have to fill in a customs form. It is your responsibility that you declare the goods you are returning accurately and correctly. You MUST declare the returning goods as 'Returning goods for refund/exchange'. If you do not declare this on your returning parcel it may be delayed in UK customs or may be returned to you. We are unable to pay any customs fees which are levied on parcels which are declared incorrectly and it will be returned to you without being delivered. (Eg. a parcel which is declared incorrectly is any which is declared as anything other than a return (ie. sale, etc) or any where the value of the goods has been declared artificially high (ie. if you declare a £20 item as worth £100 etc). If the goods which you have sent back to us are kept in customs because you have not declared the parcel correctly, we will not have received them. Because it is your responsibility to declare the goods correctly and accurately, legally you will not have returned the goods to us / kept them in your care, and so will not be entitled to any refund / exchange.
Packaging: In the case of items where packaging is considered part of the product - ie. Shoeboxs, Shoe bags, presentation boxes, gift boxes etc we will not accept your return if this is missing, spoilt or defaced. ie. If your shoes are delivered in a shoebox, you need to return the original shoebox with your shoes in a saleable condition.
Shoes and Footwear: All footwear must be returned in the original shoebox. The shoebox must not be damaged or written on. Footwear returned without a shoebox will not be considered in its original condition and will not be eligible for refund or exchange.
Self-Customised Clothing: Clothing printed with your own images and designs cannot be returned for refunds or exchanges, unless the item is faulty. In this case, our usual returns and exchanges policy applies. We cannot exchange or refund items bought in error, wrong size, etc.
Final Sale items cannot be returned, unless faulty. In this case our usual returns policy applies.
Uncollected/Refused Orders: If your order is refused on delivery or uncollected and subsequently returned to us, we will only resend at our descretion. Postage may have to be repaid for uncollected and/or refused orders. Orders which are subsequently refunded because they are refused/not collected may be subject to a restocking fee and/or couriers fees. If your order was despatched via courier and was refused or not collected and you have not responded to our couriers calling cards and/or emails, etc there will be additional couriers fees which will be applied to your refund.
Late Returns: You have 28 days from the day of reciept to return your item along with your return authorisation number and form. Items recieved outside of this time frame will not be eligible for refund. Refunds and/or exchanges will be at our descretion.
Full Refund: a full refund constitutes the price paid for a certain item(s). The Delivery service charge is not refundable.
We do not accept returns in person. As we are not a shop (online only) there are no facilities for members of the public to visit and/or drop off returns.
*Note: when trying on items of clothing, please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. Also, while the items are in your possession they are your responsibility. Please keep them away from odours which may taint the items, such as smoke and tobacco or food. Please also ensure they are stored carefully while in your possession so that they are not stained or damaged by pet hair, etc. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.
This returns policy does not affect your statutory rights.
Further information: Atom Retro Sales Terms and Conditions