RETURN, REFUND & CANCELLATION POLICY
1. No-Return Policy
Unless otherwise expressly stated in this policy or required by applicable law, all confirmed orders are final. Label Atelier does not accept returns or exchanges merely because a customer has changed their mind, no longer requires the product, does not prefer the selected design, or otherwise wishes to return a correctly supplied product.
Customers are therefore requested to review the product description, dimensions, design, colour, spelling, measurements, customisation details and other order information carefully before placing an order.
2. Customised & Personalised Products
Products which are personalised, customised or made to the customer's specifications, including name plates, are prepared specifically for that customer. Once production or customisation has commenced, cancellation, return or exchange may not be accepted, particularly where materials, labour or production resources have already been committed.
The customer shall be solely responsible for the accuracy of information supplied for customisation, including names, spelling, numbers, measurements, colours, design instructions and other specifications. Label Atelier shall not be responsible for an error that arises from information incorrectly supplied or approved by the customer.
3. Order Cancellation
A cancellation request should be made immediately after placing the order. Cancellation may be considered only where production or customisation has not commenced. Once production has commenced, Label Atelier may decline the cancellation request because the product may already have been manufactured or materials and labour may have been committed.
4. Damaged Products — Mandatory Unboxing Video
Customers are strongly required to record a clear, continuous unboxing/opening video when receiving a parcel. The video should begin before the package is opened and should clearly show the outer packaging, shipping label, condition of the parcel, opening of the package and the condition of the product immediately upon removal.
Where a customer claims that an item has been damaged during transit, submission of the unboxing/opening video is a mandatory condition for Label Atelier to consider and process a replacement claim, subject to applicable law. Clear photographs of the damage, packaging and shipping label should also be provided along with the order number.
The customer should retain the original packaging and all packaging materials until the claim has been reviewed and resolved. Failure to provide the requested unboxing video and supporting evidence may make it impossible for Label Atelier to verify whether the damage occurred before, during or after delivery, and the replacement claim may accordingly be declined.
For a verified transit-damage claim, the remedy offered by Label Atelier shall be replacement of the affected product, subject to product availability and verification. No cash refund shall ordinarily be provided for a transit-damage claim. Nothing in this clause is intended to restrict any refund or other remedy that may be mandatorily available under applicable law.
5. Incorrect or Manufacturing-Defective Products
If Label Atelier dispatches an incorrect product or a product having a confirmed manufacturing or production defect, the customer must contact Label Atelier promptly with the order number and clear photographs/videos demonstrating the issue.
After reviewing the evidence, Label Atelier may arrange a replacement or another remedy as appropriate. A product shall not be treated as defective merely because its appearance differs slightly from a customer's expectation where the product was made according to the agreed specifications.
6. Product Variations
Minor variations in colour, texture, finish, pattern, dimensions or appearance may occur due to materials, handmade production, photography, lighting and differences between device displays. Such minor variations shall not, by themselves, constitute a defect or ground for return.
7. Shipping Charges
Shipping charges are calculated according to the weight of the shipment and the applicable delivery rate. The shipping amount applicable to an order is calculated and displayed at checkout. Shipping charges may vary depending on shipment weight, delivery destination and the applicable courier rate.
8. Refunds
Refunds are not ordinarily provided for change-of-mind requests, correctly supplied products, or customised/personalised products made according to the customer's submitted specifications.
For verified issues where Label Atelier determines that a refund is legally or commercially appropriate, the applicable refund method and processing time will be communicated to the customer. Processing time may also depend upon the payment gateway, bank or financial institution.
9. Exceptional Approved Returns
Where Label Atelier expressly authorises a return in an exceptional circumstance, the customer must follow the return instructions communicated by Label Atelier. The product may be required to remain unused, unaltered and in its original condition and packaging, as applicable.
10. Evidence & Inspection
Label Atelier reserves the right to request photographs, videos, packaging images, order information and other reasonable evidence necessary to investigate a complaint. The final resolution of a complaint shall be determined after review of the evidence and the circumstances of the particular order, subject always to applicable law.
11. Contact
For any complaint concerning damage, defect, incorrect product, cancellation or order-related issue, customers should contact Label Atelier promptly using the contact details published on the website.