Return & Refund Policy

Atomstack is dedicated to making our efforts to provide our customers best after-sale service.

If any quality issues, please feel free to contact us to get professional and timely help and instructions.

Online Return Policy

The return procedure varies depending on the status of the order.
Please follow the instructions below to return the order.

Order Placed  Order Delivered
  • Please send an email to support@atomstack.net.
  • We will attempt to cancel your order and give you a refund.
  • Please do not open a Paypal case, this will prolong the refund process.
  • Please send an email to support@atomstack.net.
  • Please do not open the package.
  • We will send you the return address, please send the package back to us intact.
  • The product must meet the Return Conditions below. You will be required to pay a service charge and shipping costs.

Return Conditions

 If an order has been delivered, returns must be made within 30 days of the date of delivery.
You will need to provide the original receipt and pay the service and shipping charges to obtain a refund.

Package Status  Fees
On the way（Overseas Warehouse Shipping） Shipping costs + warehouse shelving costs
Unopened Shipping costs + warehouse shelving costs
Opened, Used
  • Shipping costs
  • 4.4% of the total order value. (Paypal transaction fee)
  • 5% of the total value of the order. (Labour commission and service charge)
  • 30% of the total order value. (Depreciation charges)

 *Note:

  • Do not accept returns for non-quality issues (Shipping from China).
  • The percentage will be calculated based on the total price of the order.
  • No replacement products are allowed after delivery.
  • Refunds for products shipped from overseas warehouses will need to wait until the staff receives the package.

How Long Does It Take?

  • In order to process your return in a timely manner, please include the logistic face sheet, hand-signed receipt, order number and sender's name in your email.
  • If you are returning the item yourself, please contact customer support in advance and provide a tracking number so that we can track the progress of the shipment.
  • Once we have received the returned product, it usually takes 3-5 working days for the refund to be processed.
  • We will check the condition of the product and send you a confirmation email once it has been approved. The bank will then process the rest of the refund process.
  • If you do not receive a refund long after you have received your confirmation email, please check with your bank.

Disclaimers

  • Only approved return requests will be accepted.
  • Atomstack reserves the right, at its sole discretion, to refuse any item that does not meet the return requirements set out in the Return & Refund Policy.
  • Atomstack will only accept returns to the address you provide in your return confirmation email.

Email & Phone

CALL US

We highly recommend contact us by email.

Tel: +86 177 2245 9952 (All Customers, Service in English Only)

Working Time（Mon. - Fri. from 9:30 AM to 6:00 PM HKT）

If you have any questions, please contact us at support@atomstack.net for assistance.