We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Order Cancellation & Return Policy

• Cancellation within 30 minutes: Customers may cancel their order directly in the User Center within 30 minutes of placing the order. A full refund will be issued automatically.
• After 30 minutes: Once more than 30 minutes have passed, the order will have entered the processing stage and cannot be canceled directly. Customers can instead submit a return request in the User Center. A refund will be issued after we receive and verify the returned item(s).

How to Return an Item?

Please log in to your account and navigate to your personal page to submit a return or exchange request.

• Returns within 30 days: If the return meets the conditions, we will process your request within 1-2 business days and provide you related return instructions.
• Returns after 30 days: If you wish to return an item after 30 days, we will charge a product usage fee, depreciation fee, and restocking fee. The specific fee will be assessed based on the condition of the item.

Please note: Packages sent back without a prior return request will not be accepted.

Shipping Costs for Returns

• For Product Issues:
  If the return or exchange is due to a product issue (e.g., defect, wrong item received), we will cover the return shipping costs within the return and exchange period.

• For Personal Reasons:
  If the return or exchange is due to personal reasons (e.g., changed mind, ordered the wrong item), the customer will be responsible for covering the return shipping costs.

For any questions or assistance, feel free to contact us at support@atotodirect.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How long does it take to get a refund?

Refunds will be issued once the item arrives at our warehouse. The refund will be credited back using the same method as when your initial order was made. Processing time typically takes 3-5 working days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at support@atotodirect.com.

ATOTO is not liable for:

• Loss of data incurred from use of ATOTO products
• Returning personal items sent to ATOTO
• Leakage of personal information. Therefore, it is suggested that users clear their personal data or do a factory reset before sending the product back to ATOTO.

When returning items with a prepaid shipping label provided by ATOTO, ATOTO takes responsibility for any damage or loss incurred in transit. When returning items for non-quality issues, buyer assumes responsibility for any damage or loss incurred in transit. ATOTO does not provide refunds for items damaged in transit for non-quality related warranty claims.