Refund policy

We want you to love every Atomfresh product. If something isn’t right, we’re here to help with a flexible and fair return, refund, or exchange process.

 

Standard Return & Refund Policy

If your products aren’t working for you, we offer a full refund within 30 days of purchase. Just email us at info@atomfresh.com with your order number and reason for return, and we’ll guide you through the process.

To be eligible for a return:

  • The item must be in the same condition you received it — unused or only lightly tested, with no visible signs of extended use, damage, or contamination, and returned in its original packaging with all inserts and instructions included.
  • You’ll need to provide your website order number or valid proof of purchase.

* Please note that returns must be sent to the following address: 630 East Norman Avenue, Arcadia CA 91006, United States.

If your return is accepted, we’ll send you a company-issued return label and instructions. Items returned without requesting a return first will not be accepted. All returns must use our company-issued return label for proper tracking. Returns that do not follow this process will not be processed or refunded.

Once received, your return will be processed within 7 business days. Refunds do not include the original shipping cost (if applicable) and are issued to the same payment method used for purchase. We do not offer direct exchanges under normal circumstances; however, certain exceptions (see below) may apply.

Exceptions & Special Circumstances

We understand that sometimes things don’t go as planned. Below are additional cases where we offer specific support:

(a) Allergic Reactions

  • If you experience an allergic reaction and all products in your order have been opened and used, we’ll issue a full refund without requiring a return.
  • If you experience an allergic reaction but some products remain unopened, you can send the unopened ones back. We’ll still offer a full refund, and we’ll cover the refund cost while the customer covers return shipping for the unopened products.

(b) Damaged, Leaking, or Defective Items

If your product arrives broken, leaking, or damaged during shipping, please email us with photo evidence within 7 days of delivery. You may choose between a refund or a free replacement shipment.

(c) Lost or Undelivered Packages

If your package is lost or undelivered, contact us at info@atomfresh.com. We’ll verify the issue with the carrier within 1–3 business days and arrange either a replacement shipment or a full refund.

(d) Shipping Delays

If your order is delayed more than 5–10 business days beyond the expected delivery window, please reach out. We can offer a replacement shipment or a store credit/coupon as compensation.

(e) Incorrect Address

If you entered the wrong shipping address:

  • If your order has not shipped, we can update your address at no cost.
  • If your order has shipped, we’re unable to redirect it. You may place a new order once the package is returned to us.

(f) Scent Preferences & Exchanges

  • If the product is unused and unopened, you may request an exchange for a different scent within our return window. Customers are responsible for return shipping costs, and we will cover the shipping cost for the replacement item.
  • If the product has been opened, you’re welcome to experience the scent. If it’s not the right fit, please contact our customer care team and we’ll gladly assist you with a return or exchange. We’ll also provide a courtesy discount code so you can explore a new scent with confidence on your next order.

(g) Wrong Item Received

If you receive an incorrect product due to our mistake, please send a photo of the item received. We’ll immediately ship the correct one free of charge, and you can keep or discard the incorrect product—no need to return it.

(h) Duplicate or Accidental Orders

If you accidentally placed a duplicate order:

  • If the order hasn’t shipped, we can cancel and refund immediately.
  • If the order has shipped, you may return the unopened items at your expense. Once received in original condition, we’ll issue a full refund.

Processing Time

Our customer support team reviews all return requests within 1–3 business days. Once your return is received and approved, we’ll process your refund within 10 business days. Please note that it may take additional time for your bank or credit card company to finalize the transaction. If more than 15 business days have passed since your refund was approved, please contact us at info@atomfresh.com.

European Union 14-day Cooling-off Period

If your order ships to the EU, you have the right to cancel or return your order within 14 days for any reason. The item must be in its original, unused condition with tags and packaging, and you must provide proof of purchase.

Important Notes:

  • Refunds exclude original shipping costs, handling, and taxes (if applicable).
  • Refunds are issued only to the original payment method used at checkout.
  • For bundled orders, refunds are calculated based on the discounted item price of eligible returned products.
  • Orders purchased through Amazon, TikTok, or other retailers must be handled directly with those platforms according to their own policies.
  • Atomfresh reserves the right to refuse service to anyone found to misuse or abuse our return policy.