Return Policy

1. 14-day return policy

We have a 14-day return policy: you have 14 days after receiving your item to request a return.

To be eligible, your item must be in the same condition you received it — unworn and unused, with tags, in its original packaging — and you will need the receipt or proof of purchase.

2. How to start a return

To start a return, contact us at contact@atmos-thermals.com. If your return is accepted, we will send you instructions on how and where to send your package.

Items sent back without first requesting a return will not be accepted.

3. Return shipping costs

Unless the item is defective, damaged, or incorrect, return shipping costs are your responsibility.

Original shipping costs are non-refundable except where applicable law requires otherwise. If you exercise an applicable EU statutory right of withdrawal for your order, we will refund the standard outbound delivery charge. Additional charges for a delivery option you selected above our least expensive standard delivery are not refundable.

Customs duties, import taxes and handling fees are non-refundable and are not covered by ATMOS.

In some cases we may, at our discretion, offer an alternative to a physical return — for example a replacement or a partial refund — where returning the item is impractical. Any such offer will be confirmed in writing by email.

4. Damages and issues

Please inspect your order upon reception. If your item is defective, damaged, or you received the wrong item, contact us within 7 days of delivery with your order number and clear photos of the outer packaging, the shipping label and the product, so we can evaluate the issue and make it right. In these cases you will not be charged return shipping. This 7-day reporting request does not limit your statutory rights or legal remedies for faulty, damaged or incorrect goods.

5. Product care & misuse

Our balaclavas use heat-reactive (thermochromic) fabric. Care: spot clean only, with cold water. Do not machine wash, use hot water, iron, bleach or tumble dry — these can degrade the heat-reactive effect.

Damage or loss of the color-change effect caused by improper care or misuse (including machine washing, hot water, ironing, bleaching or tumble drying) is not considered a manufacturing defect and is not covered by this policy.

6. Exceptions / non-returnable items

Some items cannot be returned:

• Custom or personalised products (special orders)
• Underwear, swimwear and other intimate or hygiene-related items, once the hygiene seal is broken or the item has been worn
• Personal-care products
• Worn accessories
• Items marked as final sale
• Gift cards

If you are unsure whether your item is eligible for return, please contact us before sending it back.

7. Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.

8. Pre-orders

Pre-order items are produced after the pre-order period ends.

You may cancel a pre-order within 24 hours of purchase. After this period, production begins and we may be unable to accommodate cancellation. If you are a consumer in the European Union, your statutory 14-day right of withdrawal remains unaffected.

Returns of pre-order items follow the same 14-day return policy, starting from the date you receive the item.

9. Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund is approved.

If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that your bank or card provider may need additional time to process and post the refund.

If more than 15 business days have passed since your return was approved, contact us. For an applicable EU statutory withdrawal, we will reimburse you without undue delay and no later than 14 days after being informed of your decision to withdraw. We may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever is earlier. This statutory timeframe takes precedence over the processing estimates above.

10. EU 14-day right of withdrawal

If your order is shipped to a country within the European Union and the statutory right of withdrawal applies, you may withdraw within 14 days of receiving your item without giving a reason. Notify us with a clear statement by emailing contact@atmos-thermals.com, then send the goods back within 14 days of notifying us. Our return approval process does not restrict this right.

You may inspect goods as you would in a shop. You may be responsible for diminished value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. Our unworn, tags and original-packaging conditions do not override this statutory right. Only exclusions permitted by applicable law apply; a final-sale label alone does not remove statutory withdrawal rights.

You are responsible for return postage where this has been disclosed and the goods are not faulty, damaged or incorrect. Refunds include the applicable standard outbound delivery charge as described above. This right exists alongside, and is not limited by, anything else in this policy.