Refund policy
Returns & Refunds
We want you to be happy with your order.
If something isn't right, we'll do our best to fix it.
Made-to-order items
Most of our pieces are made to order. Because of this, we do not accept returns or exchanges for orders placed correctly — wrong size, wrong finish, or change of mind after production has started. Before ordering a custom size or finish, please reach out. We're happy to answer questions.
Damaged on arrival
If your item arrives damaged, contact us within 7 days of delivery.
Send us:
- Your order number
- 2–3 photos of the damage (item and packaging)
We will send a replacement or issue a full refund. Your choice.
Item not as described
If the item you received does not match the listing, contact us within 14 days. We will make it right.
Lost in transit
If tracking shows no movement for 20+ days, contact us. We will investigate with the carrier and either reship or refund.
What we don't cover
- Delays caused by customs or local carriers
- Duties or import taxes charged at delivery
- Damage caused by incorrect installation
- Minor natural variation in wood grain or color — this is expected in handmade pieces
How to contact us Email: help@atorhome.online
Response time: within 1 business day.