Refund Policy
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At AtaNova, each product is crafted with care and made exclusively for you. Because many of our items are personalized with names, dates, photos, custom designs, and unique details, return rules differ from standard retail policies.
Please read carefully before ordering.
1. Personalized & Custom-Made Products
Most of our products are made-to-order and created based on the information you provide.
❗ For personalized/custom items, regret-based returns (“I changed my mind”) are NOT accepted.
This is fully aligned with EU consumer law, which states:
“The right of withdrawal does NOT apply to goods made to the consumer’s specifications or clearly personalized.”
Because your item cannot be resold and is uniquely created for you, these items cannot be returned or refunded unless there is a problem caused by us.
Personalized/custom items include, but are not limited to:
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Engraved photos
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Names, messages, dates
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Custom acrylic lamp designs
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Custom pet tags
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Any product made using customer-uploaded content
2. When We DO Accept Returns for Personalized Items
We accept returns or offer replacements only if:
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The item arrives damaged
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The item is defective
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The product contains a production error made by us
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You received the wrong item
In these cases, we will replace the item for free or issue a refund if replacement is not possible.
To process this, contact us within 48 hours of delivery and include:
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Order number
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Photos of the item
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Photos of the packaging
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A short description of the issue
3. Customer Responsibility for Submitted Personalization
We create your product exactly as the details you submit.
Therefore:
❗ We are not responsible for errors in the personalization provided by the customer, including:
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Wrong name or spelling
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Wrong date
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Low-quality or incorrect photo
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Incorrect customization choices
Such cases are not considered production errors and are not eligible for refunds or free replacements.
4. Non-Personalized Products
For products that are not personalized, you may request a return within:
✔ 14 days from receiving the order.
To be eligible:
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The item must be unused
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In its original condition and packaging
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Returned at your own shipping cost
Once inspected, refunds are issued to the original payment method.
5. Order Cancellation
Personalized orders begin production quickly.
✔ You may cancel within 12 hours after purchase.
After 12 hours, cancellation may not be possible.
6. Shipping Costs
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Shipping costs are non-refundable.
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For non-defective returns, the customer is responsible for return shipping.
7. Lost or Stolen Packages
We are not responsible for packages lost due to a wrong address entered by the customer or theft after delivery confirmation.
If your parcel is delayed or appears lost in transit, please contact us so we can open an investigation with the carrier and help resolve the issue.
8. Refunds
Once your return (if applicable) is received and inspected, we will notify you.
Approved refunds are issued within 5–10 business days, depending on your bank.
9. Contact Us
For questions or concerns, contact us anytime:
📧 info@atanova.be