Custom and Made-to-Order Products
ATROVIA creates custom and made-to-order products according to each customer’s selected dimensions, materials, finishes, colors, configurations, and design requirements. Because these products are produced specifically for an individual order, they generally cannot be resold.
Cancellation Window
Custom and made-to-order products may be canceled within three calendar days of the order date without a cancellation fee.
Cancellation requests must be submitted in writing to sales@atrovia.net and must include the customer’s name and order number.
Cancellations After Three Days
If a cancellation is requested after the initial three-day period, but before the order has received final production approval and before production has begun, a 30% cancellation and restocking fee will be deducted from the refund.
This fee covers design preparation, administrative processing, reserved production capacity, materials, and other costs associated with the order.
Non-Cancellable Orders
Once an order has entered production, materials have been cut or fabricated, or customization work has begun, the order cannot be canceled, returned, exchanged, or refunded.
The customer remains responsible for the full order amount.
Standard Products and Material Samples
Eligible standard, non-custom products and material samples may be returned within seven calendar days after delivery.
To qualify for a return, the item must be unused, undamaged, and returned in its original condition and original packaging. Proof of purchase is required.
Approved returns are subject to a 30% restocking fee. Customers are responsible for all return shipping costs, including appropriate packaging, insurance, duties, and other related charges.
Original shipping and delivery charges are non-refundable.
Return Authorization
Before returning an eligible item, contact sales@atrovia.net to request return authorization.
Please include:
Your name
Order number
Product name
Reason for the return
Photographs showing the item’s current condition
Items returned without prior written authorization will not be accepted. Return instructions and the applicable return address will be provided after the request has been approved.
Final-Sale Items
The following items are final sale and cannot be returned or exchanged:
Custom-made and made-to-order products
Products manufactured to customer-provided dimensions
Products with customized materials, colors, finishes, hardware, or configurations
Modified or installed products
Clearance or sale items
Gift cards
Items marked “Final Sale”
Damaged, Defective, or Incorrect Items
Please inspect all products and packaging before accepting delivery.
If an item arrives damaged or incorrect, contact sales@atrovia.net within 3 calendar days of delivery. If you discover a suspected manufacturing defect, contact sales@atrovia.net within 7 calendar days of delivery. Include the order number, photographs of the exterior packaging, photographs of the product, and a clear description of the issue.
Visible shipping damage should be noted on the carrier’s delivery receipt before signing. Please retain all original packaging until ATROVIA has reviewed the claim.
ATROVIA will evaluate the request and determine the appropriate resolution. Depending on the circumstances, this may include repair, replacement, store credit, or refund.
Exchanges
Direct exchanges are not offered for standard products. If a return is approved, the customer may return the eligible item and place a separate order for the replacement product.
Custom and made-to-order products are not eligible for exchange.
Refund Processing
Approved cancellation refunds will normally be processed within five to seven business days.
Approved return refunds will normally be processed within ten business days after the returned item has been received and inspected.
Refunds will be issued to the original payment method after any applicable restocking fees, shipping charges, duties, or other authorized deductions have been applied. Financial institutions may require additional time to post the refund.
European Union Orders
Where required by applicable European Union consumer law, eligible merchandise shipped into the European Union may be canceled or returned within 14 days without providing a reason.
This statutory right may not apply to goods made to the customer’s specifications or clearly personalized products. Returned items must remain unused, undamaged, and in their original condition and packaging.
Contact
For cancellation, return, or exchange questions, contact: