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COMPLIANCE: VIDEO UNBOXING
As a best practice, we recommend our customers to video record their unboxing experience to ensure that the product has not been tampered with prior to opening. This helps protect both Atmos Philippines and the customer. This is also a requirement for insurance claims. Please note that this video has to be clear, not blurred, with adequate source of light, and not be shaky.
Atmos Philippines is committed to providing our customers with high-quality products. If for any reason you are not satisfied with your purchase, we offer a flexible return and exchange policy to ensure your satisfaction.
Please note that this does not apply to raffle items. All items sold from raffle are final.
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RETURNS
If you are not satisfied with your purchase, you may send us an email. We will review your request and provide you with online store credits only usable for the online store. To be eligible for a return, customers should return items within 7 days of receiving their order, the item must be in the same condition as when it was received, and in its original packaging.
If you want to exchange an item for another size or style, we will follow the return policy.
1. To initiate a return, please contact our customer support team at info@atmos.ph to notify us that you'll be returning an item.
Include the order number as the subject of the email or reply and attach the order confirmation email you received together with the unboxing video or the link to the unboxing video if it is a big file.
2. Pack the items properly with all the original packaging and send it to the address below:
Original packaging should include: (We will not accept incomplete returns)
- Printed order confirmation upon delivery. If you have disposed of it, please retrieve it from your atmos.ph account or the order notification sent to your registered email address.
- The delivery box.
- You can choose to reuse and recycle the outer plastic and cling packaging upon delivery to protect the delivery box.
Note: Airspeed will handle returns of items that are damaged upon receipt. If you receive an item that is damaged or defective, please contact our customer service team within the day upon receiving the item. We will arrange for the return shipping and issue a replacement or refund promptly upon receiving the damaged item back at our facility.
For all other returns, including those for reasons such as size exchange or change of mind, customers are responsible for return shipping costs. Please ensure that the item is returned in its original condition with all tags and packaging intact to qualify for a refund or exchange.
No returns during weekends and holidays.
3. Wait for the email confirming the approval of the return. Our team will check the returned item and get back to you for the confirmation of the receipt of the pair in good condition.
4. After receiving and confirming the return item/s, the exchange will then be process or expect the online store credit code to be sent to you within 3 to 5 days.
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REFUNDS
Eligibility for Refunds: We strive to ensure that you are completely satisfied with your purchase. Our refund policy covers the following scenarios:
- Incorrect Item Received: If you receive a product that differs from what you ordered, please contact us upon receiving the item. Make sure to provide unboxing video to support your claim. We will provide instructions for returning the incorrect item and will issue a refund or send you the correct item at no additional cost.
- Damaged Item: If your item arrives damaged, please notify us upon receiving the item together with your unboxing video. Once we have reviewed the information, we will arrange for a refund or replacement as appropriate.
Exclusions: Please note that we do not offer refunds for the following:
- Items that are returned without prior approval.
- Items reported as damaged or incorrect without an unboxing video provided.
- Change of mind or dissatisfaction unrelated to item quality or accuracy.
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EXCHANGES
We accept exchange requests. You can exchange your items for another of equal or higher value, just pay the difference. Should you want a product that is lower in value, no change will be given and you will forfeit the remaining amount. If you would like to exchange an item, please contact our customer support team at info@atmos.ph to notify us of the exchange.
If you received a damaged item or a wrong item, we will do an exchange. If you want to exchange an item for another size or style, we will follow the return policy.
WRONG ITEM DELIVERED | DAMAGED ITEMS | DEFECTIVE ITEMS
Please let us know that you have received a wrong, damaged, or defective item/s, and we will investigate.
Our courier partner is unable to arrange pickups for these items and we will follow the return policy.
1. To report the wrong, damaged, or defective item/s, please contact our customer support team at info@atmos.ph to notify us that you'll be returning an item.
Include the order number as the subject of the email or reply and attach the order confirmation email you received together with the unboxing video or the link to the unboxing video if it is a big file.
We need to document the errors for our internal reports to the corresponding departments.
2. Pack the items properly with all the original packaging and send it to the address below:
Original packaging should include: (We will not accept incomplete returns)
- Printed order confirmation upon delivery. If you have disposed of it, please retrieve it from your atmos.ph account or the order notification sent to your registered email address.
- The delivery box.
- You can choose to reuse and recycle the outer plastic and cling packaging upon delivery to protect the delivery box.
Airspeed will handle the pick up.
No returns during weekends and holidays.
3. Wait for the email confirming the approval of the return. Our team will check and report the wrong, damaged, or defective item/s to the corresponding departments.
4. After receiving and confirming the return item/s, the exchange will then be process or expect the online store credit code to be sent to you within 3 to 5 days.
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RAFFLE ITEMS
We will apply the Final Sales Policy for Raffle Winners. The return and exchange policy does not apply to raffle items. Raffle items are exempt from all promotions, discounts, and shipping offers. All raffle purchases are considered final sale.
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STORE PURCHASES
Items bought from the physical store can only be returned or exchanged through the physical store only as our operations for the physical store and the online store are different. You can have someone return or exchange on your behalf, but it still has to be done on the physical store.
You may return or exchange the item within 7 days of the original purchase date. To be eligible for a return or exchange, the item must be in the same condition as when it was received, and in its original packaging.
If you have any questions or concerns about our return and exchange policy, please do not hesitate to contact us at info@atmos.ph. Our customer support team is here to assist you.
