Not right for your space? Send it back.
You have 30 days from delivery to make a return for any reason. Here is exactly how it works.
The short version
| Return window | 30 days from the day your order is delivered |
|---|---|
| Reason needed? | No. Change of mind is fine. |
| Who pays return postage? | You do, for change-of-mind returns. We pay if the item is faulty, damaged, or we sent the wrong one. |
| Refund amount | Full price of the item. If you cancel under your 14-day statutory right, we also refund your original standard delivery charge (see Refunds below). |
| Refund speed | We aim to refund within 5 working days of receiving the item, and in any event within 14 days. |
| Refunded to | The original payment method |
How to return an item
- Start your return online. Click "Start a return" above and sign in to your Atmosense customer account. From your orders, select the item you want to return and follow the self-service return instructions.
- Follow the return instructions. After you submit your return request, we'll provide the instructions you need to send the item back to us.
- Pack it up and post it. Include the monitor and every accessory that came with it, ideally in its original packaging. Use a tracked service and keep your proof of postage. You are responsible for the item until it reaches us, so insurance is worth considering.
- We refund you. Once the item arrives and we've checked it, we refund you as described below.
Condition of returned items
You're welcome to unpack and use the monitor to the extent reasonably necessary to establish its nature, characteristics and functioning — broadly as you would be able to do in a shop.
Please take reasonable care of the item while you have it.
If you use or handle the item beyond what is reasonably necessary to assess it and this results in a loss in value, we may make a reasonable deduction from a statutory cancellation refund to reflect that loss, where the law permits.
For our additional 30-day change-of-mind policy, we ask that the product is returned in reasonable condition with its accessories. If the product has been damaged or materially used beyond what is reasonably necessary to assess it, please contact us before returning it so that we can advise you.
Exchanges
If you'd like a different product rather than your money back, return the original for a refund and place a new order. If your item is faulty, different rights apply; see below.
Refunds
Refunds go back to the payment method you used at checkout, unless we agree otherwise with you. Card refunds can take a few extra days to show on your statement, depending on your bank.
What you get back
- Change-of-mind return within 30 days: the full price you paid for the item. Return postage is paid by you.
- Statutory cancellation within 14 days of delivery: the full price you paid, plus the cost of the least expensive standard delivery option we offered, if you paid for delivery. If you chose a more expensive delivery service, we only refund the standard amount. We may deduct a fair amount if the item has lost value from being handled beyond what was needed to check it.
- Cancelled because we couldn't deliver in time: a full refund of the payments we received for that order, including any delivery charge. You won't need to return an item we haven't delivered.
- Faulty, damaged or wrong item: the remedy that applies under your legal rights. See below.
How long it takes
We aim to refund within 5 working days of the item reaching us. Either way, for a statutory cancellation you'll be refunded within 14 days of us receiving the item, or of you showing proof of postage, whichever comes first.
Faulty, damaged or wrong item
If something's not right when it arrives, or stops working properly later, contact us, and we'll put it right. We cover the necessary return postage in these cases.
- Email us: Write to support@atmosense.co.uk with your order number, a short description of the problem, and photos or a short video showing it.
- We put it right. We may ask questions to understand the problem, but you don't need to troubleshoot it yourself to keep your legal rights. Depending on the circumstances, we'll arrange a repair, replacement, price reduction or refund in line with the Consumer Rights Act 2015, and tell you how to send the item back at our cost.
Damaged in transit? Please tell us as soon as you can and keep the outer packaging, since it helps us claim from the courier and get you a remedy quickly. You don't lose any legal rights by reporting it later.
Cancelling an order
Changed your mind? You can cancel yourself through your Atmosense customer account within 15 minutes of placing your order.
Sign in to your account, open your order, and follow the cancellation instructions. If your cancellation request is successful, your order will be cancelled, and your payment will be refunded. After 15 minutes, your order may already be being prepared for dispatch and may no longer be eligible for self-service cancellation.
After 15 minutes
You can still cancel. Email support@atmosense.co.uk with your order number as soon as possible. If your order hasn't been dispatched, we'll cancel it and refund you in full. If it has, you can still cancel before it arrives, or after delivery within your 14-day statutory cancellation period (see below), and we'll tell you how to return it. The 15-minute self-service window doesn't limit your legal rights.
Your legal rights
Buying online from a UK business gives you a statutory right to cancel without giving a reason. You can tell us you want to cancel at any time from placing your order, including before it is delivered. The cancellation period ends 14 days after you receive the goods, and you then have a further 14 days from telling us to send them back. You can do this through your customer account, or by emailing support@atmosense.co.uk if you prefer; you don't have to use the online returns process.
Our 30-day policy is on top of that. None of this affects your rights under the Consumer Rights Act 2015, including your rights if goods are faulty or not as described.
For independent guidance, see the Citizens Advice consumer service or GOV.UK.
Still have a question?
Email us and a real person will reply, usually within one working day.
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