Refund policy

Last updated: August 10, 2026

At ATHERYN, we want you to be satisfied with your purchase. This Returns and Refunds Policy explains the conditions and procedures for returning products, requesting refunds, cancelling eligible purchases, and reporting damaged, defective, incomplete or incorrect items.

1. Return Period

You may request the return of an eligible product within 30 calendar days after the date on which your order was delivered.

To qualify for a voluntary return, the product must:

  • Be unused, unworn and unwashed;
  • Be in its original condition;
  • Include all original tags, accessories and packaging;
  • Show no signs of damage, alteration, stains, odours or misuse;
  • Be accompanied by proof of purchase.

ATHERYN may refuse a voluntary return that does not meet these conditions. This does not affect any mandatory consumer rights relating to defective, damaged, incorrect or non-conforming products.

2. Statutory Cancellation and Withdrawal Rights

Depending on your country of residence, you may have additional statutory rights to cancel or withdraw from an online purchase.

Consumers located in the United Kingdom, European Union or European Economic Area may, where applicable, have the legal right to cancel or withdraw from an eligible online purchase within 14 calendar days without providing a reason.

The applicable withdrawal or cancellation period generally begins after the product has been delivered to you or to a person designated by you. Where an order is delivered in multiple shipments, the applicable period may begin after delivery of the final product.

To exercise a statutory cancellation or withdrawal right, you must clearly inform ATHERYN of your decision before the applicable cancellation period expires.

Where required by applicable law, after notifying ATHERYN of your decision to withdraw or cancel, you must return the product within the applicable statutory return period.

Nothing in this Policy limits any cancellation, withdrawal or other consumer rights that cannot legally be excluded or restricted.

3. How to Request a Return

To request a return, refund or statutory withdrawal, contact ATHERYN at:

Email: contact@atherynshop.com

Your request should include:

  • Your full name;
  • Your order number;
  • The email address used to place the order;
  • The product you wish to return;
  • The reason for the return, where applicable;
  • Photographs or videos if the product is damaged, defective, incomplete or incorrect.

Please do not return a product before receiving return instructions from ATHERYN.

The authorised return address and return instructions will be provided by email. The return location may differ from our business address. Products sent to an unauthorised address may be rejected, delayed or returned to the sender.

4. Return Shipping Costs

For voluntary or change-of-mind returns, the customer is generally responsible for the direct cost of return shipping unless applicable law requires otherwise or ATHERYN agrees in writing to cover the cost.

ATHERYN will cover or reimburse reasonable return shipping costs when required by applicable law or when:

  • The product is defective;
  • The product arrived damaged;
  • The wrong product was delivered;
  • The order is incomplete;
  • The product materially differs from its description;
  • ATHERYN has agreed in writing to cover the return cost.

Customers are strongly encouraged to use a tracked shipping service and retain proof of postage.

ATHERYN is not responsible for a returned package until it has been received at the authorised return location, except where applicable law provides otherwise.

5. Product Inspection and Condition

Customers may inspect a product only to the extent reasonably necessary to determine its nature, characteristics, fit and functionality.

Where permitted by applicable law, ATHERYN may reduce the amount of a refund if the product has lost value because it was handled beyond what would reasonably be necessary to inspect it.

Examples of excessive handling may include:

  • Wearing or using the product for an extended period;
  • Washing the product;
  • Altering or modifying the product;
  • Removing product-specific security or hygiene tags;
  • Damaging the product or its packaging;
  • Returning an incomplete product.

6. Non-Returnable Products

Subject to applicable consumer law, certain products may not be eligible for voluntary or change-of-mind returns, including:

  • Personalised or customised products;
  • Products made according to the customer's specifications;
  • Sealed hygiene or health-protection products after the seal has been broken;
  • Perishable products;
  • Gift cards or store credit, except where required by law;
  • Products that have been worn, washed, altered or damaged after delivery;
  • Digital products or digital content where the customer expressly agreed to immediate supply and acknowledged any applicable loss of cancellation rights.

Products purchased during a sale, promotional campaign or discount remain covered by all mandatory consumer rights relating to defective, damaged, incorrect or non-conforming products.

7. Damaged, Defective, Incomplete or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

If your order arrives damaged, defective, incomplete or incorrect, contact ATHERYN promptly at contact@atherynshop.com

Where appropriate, please include photographs or videos showing:

  • The product received;
  • The defect or damage;
  • The shipping packaging;
  • The shipping label;
  • Any other information reasonably requested to evaluate the issue.

Depending on the circumstances and applicable consumer law, ATHERYN may offer an appropriate remedy, which may include:

  • A replacement;
  • A repair;
  • Delivery of a missing product or component;
  • A proportionate price reduction;
  • A partial refund;
  • A full refund.

Please do not discard, repair, destroy or return a damaged or defective product before receiving instructions from ATHERYN, unless doing so is reasonably necessary for safety purposes.

8. Refunds

Once a returned product has been received and inspected, ATHERYN will notify you regarding the status of your refund.

Approved refunds will normally be issued to the original payment method.

Refunds will normally be processed in the currency of the original transaction. Your bank, card issuer or payment provider may apply currency conversion, processing rules or other conditions outside ATHERYN's control.

Where required by applicable consumer law, a valid statutory cancellation or withdrawal may also entitle the customer to reimbursement of the least expensive standard delivery method offered for the original order.

Additional costs resulting from an expedited, express or premium shipping method may not be refundable unless required by applicable law.

Where permitted by applicable law, ATHERYN may withhold a refund until:

  • The returned product has been received; or
  • The customer provides reliable evidence that the product has been returned.

ATHERYN will process refunds within the timeframe required by applicable law.

After ATHERYN submits a refund, the time required for the funds to appear in your account depends on your bank, card issuer or payment provider.

9. Exchanges

ATHERYN does not guarantee direct exchanges because product, size and colour availability may change.

If you wish to receive another size, colour or product, you may be asked to return the original product and place a new order.

Any direct exchange offered by ATHERYN remains subject to product availability.

10. Order Cancellations

If you wish to cancel or modify an order, please contact ATHERYN as soon as possible.

Because orders may enter processing or fulfilment shortly after being placed, ATHERYN cannot guarantee that an order can be cancelled or modified before shipment.

If cancellation is no longer possible, you may request a return after delivery in accordance with this Policy and any applicable statutory consumer rights.

11. Refused, Unclaimed or Undeliverable Orders

Customers are responsible for providing complete and accurate delivery information when placing an order.

If an order is refused, not collected or returned because the customer provided an incorrect or incomplete delivery address, failed to collect the package, or otherwise caused the delivery to be unsuccessful, ATHERYN may deduct reasonable shipping, return and handling costs from a voluntary refund where permitted by applicable law.

This provision does not apply where the delivery failure was caused by ATHERYN or where applicable law requires otherwise.

12. Statutory Consumer Rights and Legal Guarantees

The voluntary 30-day return period offered by ATHERYN is separate from any statutory rights or legal guarantees relating to defective, damaged or non-conforming products.

Consumers located in the European Union may be entitled to a minimum two-year legal guarantee of conformity from delivery, subject to applicable national law.

Consumers located in the United Kingdom and other jurisdictions may also have statutory rights relating to faulty, damaged, misdescribed or non-conforming products.

Nothing in this Policy is intended to exclude, restrict or modify any consumer right or remedy that cannot legally be excluded, restricted or modified under applicable law.

Contact

For questions regarding returns, cancellations, withdrawals, exchanges, damaged products or refunds, please contact:

ATHERYN
contact@atherynshop.com