Refund policy

RETURNS & REFUNDS POLICY

Atelier Elemental Trading Corp.

Effective Date: July 8, 2026

This Returns & Refunds Policy (“Policy”) applies to orders placed through atelierelemental.ca (the “Site”), operated by Atelier Elemental Trading Corp., a corporation incorporated under the laws of Saskatchewan, Canada, with its principal place of business in Regina, Saskatchewan (“AE,” “we,” “us,” or “our”). This Policy is made available at checkout and should be read together with our Shipping Policy, which governs delivery timelines, lost packages, transit damage, and Priority Package Protection. By placing an order through the Site, you agree to this Policy as it reads on the date of your order.

1. OVERVIEW

Our products are fragrance decants: personal-care products that are hand-poured to order. For health and hygiene reasons, fragrance products cannot be restocked or resold once they leave our facility, so we do not accept returns based on a change of mind. At the same time, we stand fully behind what we ship: if your order arrives damaged, never arrives, is the wrong item, is defective, or does not match its description, we will make it right as set out in this Policy and our Shipping Policy. Opening or testing your decant in order to inspect it does not affect your ability to make a claim for a covered issue.

2. CANCELLING AN ORDER BEFORE IT SHIPS

You may request cancellation of your order at any time before it is dispatched by contacting us using the details in Section 13 with your order number. If your order has not yet shipped, we will cancel it and issue a full refund of all amounts paid, including shipping charges and any Priority Package Protection fee, within fifteen (15) days. Because orders are typically dispatched within one (1) to three (3) business days, we cannot guarantee that a cancellation request will reach us before dispatch; if your order has already shipped, this Policy and the Shipping Policy govern from that point.

3. WHAT WE COVER

Wrong item. 

If you receive an item you did not order, contact us within fourteen (14) days of delivery with your order number and a photo of the item and its label. We will ship the correct item where stock allows or, where it is not available, refund the affected item. You will not be asked to pay any additional shipping for our error.

Defective or not as described. 

If an item is defective or does not correspond with its description on the Site — for example, the wrong fragrance or concentration, or a product that arrives spoiled or contaminated — contact us within fourteen (14) days of delivery with your order number, photos, and a short description of the issue. Once verified, we will provide a replacement where stock allows or, where a replacement is not available, a refund of the affected item.

Damaged in transit or lost. 

Packages that arrive damaged, and packages that are late or never arrive, are covered for every order under Sections 4 and 5 of our Shipping Policy, with accelerated timelines for orders that include Priority Package Protection under Section 6 of the Shipping Policy. Transit damage claims should be made within seven (7) days of delivery as set out there.

4. WHAT WE CANNOT ACCEPT

  • Returns or refunds based on a change of mind, or because a fragrance's scent is not to your personal taste. Scent is subjective, and we encourage you to review the fragrance notes and descriptions on each product page before ordering.

  • Returns or refunds based on individual skin sensitivity or reaction. Fragrance reactions are highly individual and are not a product defect. We recommend a patch test before full use of any new fragrance.

  • Items damaged after delivery through accident, misuse, or improper storage (for example, prolonged heat or direct sunlight).

These limitations apply only to the situations described above. They do not limit the coverage in Section 3, the Shipping Policy, or your statutory rights under Section 10.

5. NO MAIL-BACK RETURNS — DANGEROUS GOODS NOTICE

Fragrance products are classified as Class 3 flammable liquids and cannot be mailed through ordinary consumer postal services. For that reason, our claims process is photo-based: in most cases we will not ask you to return the product, and once your claim is resolved you may keep or safely dispose of the affected item. Please do not attempt to mail fragrance products back to us on your own. In the rare case that we require a physical return, we will arrange and pay for a compliant return method and provide you with instructions.

6. REFUND METHOD AND TIMING

Approved refunds are issued to your original payment method within fifteen (15) days of approval. Your bank or card issuer may take an additional five (5) to ten (10) business days to post the refund to your account. Where only part of an order is refunded, we will not retroactively apply shipping charges to the remainder of the order, even if the refund brings the order total below the free-shipping threshold. Refundability of the Priority Package Protection fee is governed by Section 6 of the Shipping Policy.

7. EXCHANGES

Exchanges are available for covered issues under Section 3, in the form of a replacement of the affected item where stock allows. Because decants are hand-poured in small batches, a replacement is not always available; where it is not, we will issue a refund of the affected item instead.

8. SALE AND DISCOUNTED ITEMS

Items purchased on sale or at a discount receive the same coverage under Section 3 and the Shipping Policy as regular-priced items. Refunds for discounted items are calculated at the price actually paid.

9. HOW TO MAKE A CLAIM

To make any claim under this Policy, contact us using the details in Section 13 with: (a) your order number; (b) photos of the affected item(s), label, and packaging where applicable; and (c) a short description of the issue. We aim to respond to all claims within two (2) business days. Contacting us first is the fastest way to resolve any issue — our resolution timelines are shorter than typical payment dispute processes.

10. YOUR STATUTORY RIGHTS

This Policy sets out our standard service commitments. Nothing in this Policy limits, excludes, or modifies any right or remedy you have under applicable consumer protection legislation that cannot be waived by agreement, including the statutory warranties under The Consumer Protection and Business Practices Act (Saskatchewan) and the consumer protection laws of the jurisdiction where you live. If anything in this Policy is inconsistent with such a right or remedy, the right or remedy prevails.

11. AMENDMENTS TO THIS POLICY

We may amend this Policy from time to time. The version of this Policy in effect at the time you place an order governs that order. The effective date of the current version is set out above.

12. GOVERNING LAW

This Policy is governed by and construed in accordance with the laws of the Province of Saskatchewan and the federal laws of Canada applicable therein. This section does not deprive you of the protection of any mandatory consumer protection laws of the jurisdiction in which you reside.

13. CONTACT INFORMATION

Claims and questions about this Policy may be directed to: support@atelierelemental.ca, or by mail to Atelier Elemental Trading Corp., 158-4246 Albert St, Regina, SK S4S 3R9, Canada. You may also reach us through the Site at atelierelemental.ca.

14. LANGUAGE OF THIS POLICY

This Policy is provided in both English and French. For consumers resident in Quebec, the French version prevails in the event of any inconsistency between the two versions. For all other consumers, the English version prevails.

Atelier Elemental Trading Corp.

Regina, Saskatchewan, Canada

atelierelemental.ca