At Pd Atelier, our priority is to ensure the complete satisfaction of our clients. We are pleased to accept returns or exchanges on eligible items purchased through our online store, excluding items that have been used, customized products, and sale items. To qualify for a return, items must remain in pristine, unused condition and be returned in their original packaging, accompanied by the original invoice and all included documentation. Items that are damaged, show signs of use, or are otherwise deemed unsuitable by Pd Atelier will not be accepted for return or exchange.
Clients must notify our customer service team of their intent to return an item within 5 days of receipt, and the returned item(s) must be received by Pd Atelier within 14 days from the date of delivery. Returns received outside the above time frames are accepted at Pd Atelier’s discretion.
In the rare event that your order arrives damaged or defective, we kindly ask that you contact our customer service team immediately upon receipt and show the video of unboxing and installation. For issues arising from shipping errors or manufacturing defects, our team will be pleased to assist with the return and arrange for either a replacement or a refund, depending on the circumstances.
To ensure a seamless and optimal experience, we strongly recommend recording a video during the unboxing and installation of your product. This documentation will serve as valuable evidence in the unlikely event that any issues arise, allowing us to address them quickly and effectively. It enables us to provide the highest level of support while ensuring that your product meets Pd Atelier’s exacting standards from the moment it arrives.
We pride ourselves on using the finest materials, each with its own unique character. Please be aware that natural variations in these materials may occur, and are considered a hallmark of their authenticity. For upholstered items and carpets, slight variations in color may result from different dye lots, while natural materials such as wood and marble inherently feature unique patterns, grains, and hues. The natural distinctions contribute to the individuality of each piece and are not considered defects. As such, they do not qualify as valid reasons for Return or Exchange.
If you wish to return your purchase from Pd Atelier, please follow the steps outlined below:
Contact Customer Service
Reach out to our customer service team via email at customerservice@pd-atelier.com or by phone at +84 855 03 9966 within 5 days of receiving your order. Kindly provide your order reference and reason for return. Our team will assess your request and guide you through the return process if your order qualifies.
Obtain Return Authorization
Once your request has been reviewed, a customer service representative will issue a return authorization. This document must be printed and included in your return package. Please note, your personal information will be used solely for the purpose of processing your return and responding to your inquiry.
Prepare Your Items for Return
Carefully repack your items in the original packaging or ensure equivalent protection using sufficient materials such as bubble wrap, foam, or paper cushioning to prevent damage during transit. Please note that items damaged during return transit will not be eligible for refund or exchange.
Shipping Your Return
Pd Atelier provides return shipping labels or covers return shipping costs only in cases where the item was shipped in error. For all other returns, we recommend using a carrier that offers adequate insurance to cover the full value of the item. Pd Atelier is not responsible for reimbursement or compensation in the event of lost, stolen, or mishandled return shipments.
Pd Atelier will process a refund once the returned item has been received and inspected. Please allow 3-5 business days after the return is received for the refund to be completed.
Delivery fees are non-refundable, except in cases where the order arrives at the client’s location damaged or defective.
Refunds will be issued to the original payment method and in the same currency as the initial transaction.
Please note: this policy applies exclusively to retail purchases. For bulk orders or wholesale inquiries, kindly contact our customer service to learn more about our discount programs and special offers.
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