Returns & refunds policy

Last updated: 16 October 2026

We want you to be happy with your Atmosense purchase.

You have a 30-day return period for change-of-mind returns, starting from the day your order is delivered. This is our voluntary returns policy and is in addition to your statutory rights.

The short version

Our policy
Change-of-mind return Within 30 days of delivery
Reason required? No
Return postage You pay for change-of-mind returns; we pay for faulty, damaged or incorrect items
Change-of-mind refund Full price paid for the returned item
Refund timing We aim to refund within 5 working days of receiving the return, and in any event within the applicable legal deadline
Refund method Original payment method

Your statutory rights are explained further below.

How to return an item

1. Start your return online

Returns are self-service, so you don't need to email us first. Use our self-service returns portal to submit your return request. You'll need to sign in to your Atmosense customer account with the email address you used when you placed the order.

If you are exercising your statutory right to cancel rather than using our additional 30-day return policy, you can use the portal or contact us directly at support@atmosense.co.uk to tell us that you wish to cancel. If you prefer, you can always email us instead of using the portal.

2. Follow the return instructions

Once your return has been submitted, the portal and our confirmation email will give you the instructions you need to send the item back to us. If anything is unclear, email us, and we'll help.

3. Pack the item and send it back

Please include the monitor and the accessories supplied with it. We recommend using the original packaging where reasonably available.

For change-of-mind returns under our additional 30-day policy, you are responsible for the cost of returning the item to us.

We recommend using a tracked delivery service and keeping your proof of postage. For change-of-mind returns, you remain responsible for the item until it reaches us.

Where an item is faulty, damaged or incorrect, we will arrange or reimburse reasonable return costs as appropriate.

4. We'll process your refund

Once your return has arrived, we'll process the applicable refund.

For statutory cancellations, we will refund you in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

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.

Nothing in this policy limits your statutory rights.

Exchanges

If you want a different product, the simplest option is to return the original product for a refund and place a new order.

If your product is faulty, damaged or otherwise does not conform to the contract, different statutory rights may apply. See Faulty, damaged or incorrect items below.

Refunds

Refunds will normally be made using the same payment method you used for the original transaction, unless we agree otherwise with you.

Your bank or payment provider may take additional time to show the refund in your account after we have processed it.

Change-of-mind returns under our 30-day policy

For a qualifying return made under our additional 30-day policy, we will refund the price you paid for the returned product.

You are responsible for the cost of returning the product to us.

This additional 30-day policy does not replace or reduce your statutory cancellation rights.

Refunds following statutory cancellation

If you exercise your statutory right to cancel an online purchase within the applicable cancellation period:

  • we will refund the payments we received from you for the cancelled order;

  • this includes the cost of the least expensive standard delivery option we offered, where you paid for delivery;

  • if you selected a more expensive delivery service, we are only required to refund the amount of the least expensive standard delivery option;

  • you are generally responsible for the direct cost of returning the goods, unless we have agreed to bear that cost or the law requires otherwise; and

  • we may make a deduction where the value of the goods has been diminished because they were handled beyond what was reasonably necessary to establish their nature, characteristics and functioning.

How long refunds take

For a statutory cancellation of goods, we will provide the refund without undue delay and within the legal time limit.

Where you have returned the goods yourself, this is generally no later than 14 days after the day we receive the goods back or, if earlier, the day you provide evidence that you have sent them back.

We aim to process refunds sooner, normally within 5 working days of receiving the returned item.

Faulty, damaged or incorrect items

If your item is faulty, damaged, not as described, or the wrong item has been supplied, please contact us:

Email: support@atmosense.co.uk | Phone: +44 121 663 6917

Please provide your order number and, where possible, a description of the problem and photographs or a short video.

We may ask for information that helps us understand the problem and determine the appropriate remedy, but you are not required to troubleshoot a fault yourself in order to preserve your statutory rights.

Depending on the circumstances and your legal rights, we may arrange a repair or replacement. Where you have the legal right to a refund, price reduction or rejection, we will provide the applicable remedy in accordance with the Consumer Rights Act 2015.

Where repair or replacement is required under your statutory rights, we will bear the necessary costs, including reasonable postage costs.

Your statutory rights can include:

  • a short-term right to reject faulty goods in certain circumstances;

  • a right to repair or replacement; and

  • in appropriate circumstances, a right to a price reduction or final right to reject.

These rights are separate from our voluntary 30-day change-of-mind return policy.

Damaged in transit

If your order arrives visibly damaged, please contact us as soon as reasonably possible and, if possible, keep the outer packaging and take photographs of the damage.

We'll help arrange the appropriate remedy.

You do not lose your statutory rights because you did not report transit damage immediately.

Your statutory 14-day cancellation right

When you buy goods from us online, you normally have a statutory right to cancel your purchase without giving a reason.

For a standard sale of goods, the cancellation period normally ends 14 days after the day on which you, or someone you nominate other than the carrier, physically receive the goods.

After telling us that you wish to cancel, you normally have a further 14 days to send the goods back.

You can exercise this right by contacting us:

Email: support@atmosense.co.uk | Phone: +44 121 663 6917

You do not have to use our online returns portal to exercise your statutory cancellation right. You can use the portal or email us, whichever you prefer.

Our additional 30-day return policy gives you a longer period for change-of-mind returns.

What happens when you cancel

If you validly cancel under the statutory cancellation right:

  1. Tell us that you wish to cancel within the applicable 14-day cancellation period.

  2. Send the goods back without undue delay and, in any event, normally within 14 days after telling us you wish to cancel.

  3. We will refund the applicable amount, including the least expensive standard delivery charge where required by law.

  4. The refund will normally be made using the original payment method.

  5. We may make a deduction for diminished value where the goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Cancelling an order before dispatch

You can cancel an order yourself through the self-service portal for up to 15 minutes after placing it. After that, email support@atmosense.co.uk with your order number as soon as possible. If it hasn't shipped, we'll cancel and refund you in full. If it has, you can return it as normal. This doesn't limit your statutory cancellation rights.

Your legal rights

Nothing in this Returns & refunds policy affects your statutory rights.

In particular, goods supplied to consumers must meet the requirements of the Consumer Rights Act 2015, including requirements concerning satisfactory quality, fitness for purpose and conformity with their description. Where goods do not conform to the contract, the Act provides consumers with remedies including repair, replacement and, where applicable, a price reduction or final right to reject.

Your statutory cancellation rights for online purchases arise under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For independent consumer guidance, you can contact Citizens Advice or visit GOV.UK.

Still have a question?

Contact us, and we'll help.

We aim to respond to customer enquiries within one working day.

Trader details:

Atmosense UK is a trading name of A.BLAKE HOLDINGS LTD, registered in England & Wales (Company No. 16795349).
Registered Office: 184a Albert Road, Stechford, Birmingham, England, B33 8UE
Email: support@atmosense.co.uk | Phone: +44 121 663 6917
Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (UK time)