Refund policy
Return and Refund Policy
At Atlantic Roots, we want you to be happy with your purchase. If you change your mind about an item, or there is a problem with your order, please contact us and we will be happy to help.
30-Day Returns
We offer a 30-day return period for eligible items. This means you have 30 days from the date you receive your order to request a return.
To be eligible for a return, the item must be returned in its original condition, unused and undamaged, with its original packaging and any tags or accessories included where applicable. You may be asked to provide your order confirmation or other proof of purchase.
Items that have been used, damaged, altered or returned incomplete may not qualify for our voluntary 30-day change-of-mind return policy. This does not affect any statutory rights you may have where an item is faulty, damaged, misdescribed or otherwise does not meet the requirements of UK consumer law.
How to Request a Return
To request a return, please contact us at:
support@atlanticroots.co.uk
Please include your order number, the item(s) you wish to return and the reason for the return.
If your return is approved, we will provide you with instructions on how and where to send your item.
Returns should be sent to:
Atlantic Roots
Unit 154256, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, United Kingdom.
Please do not send an item back without contacting us first. Unauthorised returns may cause delays in processing your refund.
Return Postage
For a change-of-mind return under our voluntary 30-day return policy, the customer is responsible for the cost of returning the item unless we have agreed otherwise.
If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. Where we are responsible for the issue, we will provide appropriate assistance with the return and will not expect you to bear reasonable return costs.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives and contact us as soon as possible if your item is damaged, faulty, defective or you have received the wrong item.
Please provide your order number and, where possible, photographs showing the problem. We will assess the issue and work with you to provide an appropriate remedy, which may include a replacement, repair or refund depending on the circumstances and your legal rights.
Your statutory rights are not affected by this policy.
Refunds
Once we receive and inspect your returned item, we will confirm whether your return has been approved.
If approved, your refund will be processed to the original payment method used for the purchase.
For returns made under your statutory cancellation rights, refunds will be made in accordance with applicable UK consumer law. Where applicable, this includes the cost of standard delivery paid for at the time of purchase. Any additional amount paid for an upgraded delivery option will not normally be refundable.
For voluntary returns made under our 30-day return policy outside your statutory cancellation period, the original delivery charge is not refundable unless we have agreed otherwise.
Refunds will normally be processed without undue delay and within the timescales required by applicable UK law.
Please allow your bank or payment provider additional time to process the refund and make the funds available to you.
Change of Mind Cancellation Rights
If you purchase goods from Atlantic Roots online, you may have a statutory right to cancel your order within 14 days of receiving the goods without giving a reason, subject to the applicable legal exceptions.
If you exercise this statutory cancellation right, you must normally return the goods within 14 days of telling us that you wish to cancel.
Nothing in this policy limits or removes any rights you have under UK consumer law.
Exchanges
We do not normally offer direct exchanges.
If you would like a different item, size, colour or product, please contact us about returning the original item and, once the return has been accepted, place a new order for the replacement item.
Items That Cannot Be Returned
Certain products may be excluded from a change-of-mind return where an exclusion is permitted by law. If an item is subject to such an exclusion, this will be made clear to you before you place your order.
This does not affect your statutory rights in relation to goods that are faulty, damaged, misdescribed or otherwise do not meet the requirements of UK consumer law.
Sale Items
Sale items are subject to the same statutory consumer rights as items sold at full price.
Where a sale item is eligible for our voluntary 30-day change-of-mind return policy, the same return conditions apply unless otherwise stated on the product page.
Contact Us
If you have any questions about returns or refunds, please contact us:
Atlantic Roots
Email: support@atlanticroots.co.uk
Return address:
Atlantic Roots
Unit 154256, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, United Kingdom.
We aim to respond to return and refund enquiries as quickly as possible.