Refund policy
ATE Customer Care
Return & Replacement Policy
How returns, replacements and warranty claims work at ATE. Last updated: June 2026.
In short
- Report any defect, damage, wrong item or missing part within 3 days of delivery.
- Approved returns are eligible for a replacement or store credit — we do not offer monetary refunds.
- Orders cannot be cancelled after dispatch.
- Custom, made-to-order and blemish items are non-returnable.
Once an order has been shipped, products are eligible for returns and replacements under the following conditions.
What's covered
1. Defective or damaged items
If you receive a defective or damaged product, contact our customer service team within 3 days of delivery. We will arrange for a replacement to be shipped at the earliest.
2. Incorrect item received
If you receive an incorrect product, notify us immediately. We will dispatch the correct item and provide a prepaid shipping label for returning the incorrect one.
3. Missing parts or accessories
For products with missing parts or accessories, contact us within 3 days of delivery. We will either send the missing components or arrange a replacement.
4. Warranty claims
Products covered under manufacturer warranty are eligible for service as per the warranty terms. If you encounter any issues, contact our customer service team for assistance. Please refer to our warranty terms for full details.
Important notes
🚫 No monetary refunds. Verified and approved returns are eligible for either a replacement or store credit, which can be used for future purchases from ATE.
💳 Cancellation. Goods once sold cannot be returned, and orders cannot be cancelled after dispatch.
📦 Transit damage. Returns and replacements for transit damage are only processed if the customer follows the delivery acceptance steps at the time of delivery.
⚠️ Non-returnable items. Custom items, made-to-order products and blemish items cannot be returned.
The replacement process
Initiate a request
Notify our service team within 3 days of delivery via customer support or by emailing support@ateonlineshop.com.
Ticket & acknowledgment
Once we receive your request, a ticket is raised and you'll receive an acknowledgment within 48 business hours with a proposed solution.
Photo / video submission
You may be asked to submit images or videos of the damaged or defective product for evaluation.
Technical assistance first
If the issue can be resolved via technical support, we may arrange a video call session with our expert. If it is resolved during the session, the product will not be eligible for return or replacement.
Pickup & processing
If the issue remains unresolved, we proceed with a replacement and pick up the defective item. Approved replacements are scheduled for pickup within 2–3 business days, and you'll be notified accordingly.
Need help with a return?
Our team is here to help with any defect, damage or warranty question.
