Refund policy
Returns and Refunds
We want you to be happy with your The Trace Atelier order. If you experience any issues with your purchase, please contact us and we will do our best to help.
Personalized Products
Products created or personalized specifically according to the customer’s instructions — for example, pieces made from a route, GPX file, course, text, date, colours or other personalization options provided or selected by the customer — are made specifically for each order.
For this reason, once production has begun, these products cannot be changed, cancelled or returned due to a change of mind, in accordance with the applicable exceptions to the right of withdrawal for goods made to the consumer’s specifications or clearly personalized.
This does not affect your rights if the product arrives defective, damaged or does not match the order placed.
Non-Personalized Products
For products that have not been personalized, you have 14 calendar days from receipt of your order to request a return.
The product must be returned unused and in the same condition in which it was received.
Before returning a product, please contact us to receive the relevant instructions.
Unless the product is defective, has arrived damaged or there has been an error on our part, the direct cost of returning the product will be borne by the customer.
Damaged or Incorrect Products
Please inspect your order when you receive it. If the product has arrived damaged, is defective or you have received an incorrect item, please contact us as soon as possible.
To assess the issue, we may ask you to provide photographs of the product and the packaging in which it was received.
If we confirm that there is a defect, damage or error with the order, we will provide the appropriate remedy, such as replacement, repair, price reduction or refund, as legally applicable.
Cancellations
If you wish to cancel an order, please contact us as soon as possible.
For personalized products, cancellation will only be possible if we have not yet started manufacturing or personalizing the product.
Refunds
Where a refund is applicable, we will notify you once the return has been approved. The amount will be refunded using the original payment method within the legally applicable time limits.
The time it takes for the amount to appear in your account may depend on your bank or payment provider.
Contact
To request a return, report an issue or ask any questions regarding your order, please contact The Trace Atelier using the contact details provided in our store.