Last updated: 11/02/2026
Contact: support@rionaatelier.com
This policy explains how returns, cancellations, and refunds work for purchases made on the Riona Atelier website (a trading name of Cognitive Lotus Enterprises). It sits alongside your legal rights under UK consumer law.
1) Quick summary
- Change of mind (online orders): You can cancel within 14 days of receiving your item, then you have another 14 days to send it back.
- Bespoke/personalised items: Usually not returnable for change of mind (because they’re made to your specifications), but you still have rights if they’re faulty.
- Faulty items: You have legal rights if an item is faulty, damaged, or not as described.
- Refund timing: We refund within 14 days of receiving your return (or evidence you sent it).
Return postage: Customers pay return postage unless the item is faulty/incorrect. (Common approach across leading UK accessories sellers.)
2) Eligibility and conditions of returns
To qualify for a change-of-mind return, items must be:
- Unused, unworn, and in resellable condition
- Returned with original packaging, dust bag, and any included accessories
You may handle the item only as you would in a shop to check suitability. If an item is returned in a way that reduces its value, we may make a deduction from your refund.
3) Change-of-mind cancellations (online purchases)
If you’re a consumer buying online, you can cancel your order for any reason within 14 days of delivery.
How to cancel
Email support@rionaatelier.com within 14 days of delivery with:
- Order number
- Full name
- A clear statement that you want to cancel/return
Return deadline after cancelling
Once you’ve told us you want to cancel, you have 14 days to send the item back.
4) Bespoke, personalised & made-to-order items
Bespoke / personalised items (made to your specifications) are normally non-returnable for change of mind, because they can’t be resold.
Made-to-order (standard design made after purchase):
- If it is not personalised and is simply made after ordering, your statutory cancellation rights may still apply, depending on the nature of the order.
- If it is made to your specific requirements (custom colours, sizing, personalisation), it will be treated as a custom item and is typically exempt from change-of-mind returns.
If you’re unsure, email us before ordering and we’ll confirm whether your item will be treated as “custom/personalised”.
5) Faulty, damaged, or incorrect items
If your item arrives faulty, damaged, or not as described, you have rights under UK consumer law, and we’ll make it right (repair, replacement, or refund depending on the situation).
What to do
Email support@rionaatelier.com with:
- Order number
- A brief description of the issue
- Clear photos (and packaging photos if damage-in-transit)
Timing note (helpful, not restrictive):
Please contact us within 48 hours of delivery if the item arrived damaged—this helps us investigate with the carrier quickly. This does not affect your statutory rights.
6) How to start a return (step-by-step)
- Email support@rionaatelier.com with your order number and reason (change-of-mind / exchange request/fault).
- If your return is approved, we’ll email you the returns instructions and returns address.
- Pack the item securely with all original packaging and accessories.
Send the return using a tracked service and keep proof of postage/tracking. (This is standard best practice across premium handmade accessories brands.)
7) Return shipping costs
- Change-of-mind returns: You are responsible for the cost of return shipping and the item remains your responsibility until it reaches us.
Faulty/incorrect items: We will cover reasonable return costs or provide a suitable return method (we’ll confirm by email once we review the case).
8) Refunds
What we refund (change of mind, within the legal cancellation window):
- The price paid for the item(s), and
- The cost of standard outbound delivery (if you paid for delivery). If you chose an upgraded delivery option, we refund up to the standard rate.
When we refund:
We refund within 14 days of receiving the item back, or within 14 days of receiving evidence that you sent it back.
Deductions:
If returned items show signs of handling beyond what’s necessary to assess them, we may reduce the refund to reflect the loss in value.
Refund method:
Refunds go back to the original payment method.
9) Exchanges
We can offer exchanges where stock/materials allow. The simplest option is often:
- Return the original item (if eligible), then
- Place a new order for the replacement
Email support@rionaatelier.com and we’ll advise the best route for your order.
10) International returns & customs
For orders delivered outside the UK:
- You are responsible for return shipping costs (unless the item is faulty/incorrect).
- Mark returns clearly as “Returned Goods” on customs paperwork to help avoid extra charges/delays (common practice among international handmade brands).
Any import duties/taxes paid in your country are generally non-refundable by us (they’re charged by your local authority).
11) Non-returnable situations (unless faulty)
We cannot accept returns (for change of mind) for:
- Bespoke/personalised items made to your specifications
- Items returned outside the legal timeframes (unless agreed otherwise)
- Items that are used, damaged, or missing original packaging/accessories (we may refuse or apply a deduction)
12) Need help?
Email support@rionaatelier.com with your order number and we’ll guide you.