Refund policy

Ataclete Return, Refund, and Exchange Policy

Ataclete is committed to providing high-quality products and ensuring customer satisfaction. This policy outlines the terms and conditions for returns, refunds, and exchanges of Ataclete products. By purchasing from Ataclete, you agree to be bound by this policy.

1. Returns and Refunds

1.1 Eligibility for Returns

  • Unused and Undamaged Products: To be eligible for a return and full refund, products must be unused, undamaged, and in their original packaging with all tags and accessories included.
  • Timeframe: You may return eligible products within 21 days of the delivery date.
  • Proof of Purchase: A valid proof of purchase, such as an order number or receipt, is required for all returns.

1.2 Non-Eligible Returns

The following items are generally non-refundable:

  • Damaged Products: Products damaged due to customer misuse, abuse, neglect, accidental damage, or unauthorized modifications are not eligible for a refund. However, they may be covered under the Lifetime Warranty (see Section 2).
  • Used Products: Products showing signs of use beyond what is necessary to determine their nature, characteristics, and functioning are not eligible for a full refund.
  • Packaging Damage: Products with damaged packaging (e.g., cut or torn packaging) may be refused a return or subject to a restocking fee at Ataclete's discretion.
  • Specific Products: Certain products, due to their nature, may be non-returnable for hygiene or safety reasons. This will be clearly indicated on the product page.
  • Consumables: Products classified as consumables are not eligible for returns, this includes, but not limited to, anti-fog film, ropes, replacement dive mask straps, replacement dive fin straps, watch charges and all dietary supplements.
  • 3rd Party Retailers: Products purchased from third-party retailers are not eligible for return or exchange directly through ATACLETE. All such transactions are governed by the return policies of the respective third-party retailer. ATACLETE disclaims any liability for products purchased from unauthorized resellers.
  • International Orders: 

    Due to the significant logistical challenges and associated costs, we are unable to authorize international returns. Furthermore, customs clearance and duties create additional barriers, which can lead to delays, additional fees, and complex documentation requirements to process a return. These factors often result in return processes that are not possible.

    The risk of lost or damaged goods during international transit further complicates the process and may prevent us from ensuring a smooth return experience. We understand that this policy may cause inconvenience and are deeply committed to providing comprehensive support for pre-purchase inquiries to help mitigate any potential issues. 

1.3 Change of Mind Returns

  • You may return products for a change of mind within 21 days of the delivery date, provided the product meets the eligibility criteria in Section 1.1.
  • A 15% restocking fee will be applied to all "Change of Mind" returns.
  • "Change of Mind" includes, but is not limited to, situations where a customer:
    • Finds a similar product at a lower price after purchase.
    • Decides to cancel an order during the shipping process for no specified reason.
    • Cancels an order due to reasons unrelated to product quality or functionality.

1.4 Return Process

  • Initiate a Return: To initiate a return, visit the Ataclete Returns Portal [Customer Returns Portal HERE] and enter the Order ID# and ZIP Code used for your order.
  • Return Authorization (RA) Number: You will receive an RA number and instructions on where to ship your return.
  • Shipping: Pack the item securely in its original packaging, including all accessories and the provided return form.
  • Shipping Costs: You are responsible for all return shipping costs.
  • Tracking: Use a trackable shipping method and provide the tracking number in the Returns Portal. Ataclete is not responsible for lost or missing return packages.

1.5 Refunds

  • Inspection: Returned products will be inspected upon arrival every Friday at our warehouse.
  • Refund Processing Time: Once the return is approved, the refund will be processed within 2-5 business days.
  • Refund Method: Refunds will be issued to the original payment method.
  • Refund Receipt: A refund receipt will be emailed to the address used for the original purchase.

1.6 Late or Missing Refunds

  • Contact Your Bank/Credit Card Company: If you haven't received your refund within the expected timeframe, contact your bank or credit card company first, as there may be processing delays on their end.
  • Contact Ataclete: If you have followed up with your bank/credit card company and still haven't received your refund, please contact Ataclete customer support at Team@ataclete.com.

2. Lifetime Warranty

2.1 Warranty Coverage

  • Eligible Products: Many Ataclete products are covered by a lifetime warranty against defects in materials and workmanship under normal use. Specific warranty details will be included with the product or on the product page.
  • Warranty Period: The warranty is valid for the lifetime of the product, which is defined as the period during which the product is usable with normal wear and tear.
  • Coverage: The warranty covers normal wear and tear, but excludes damage caused by:
    • Misuse, abuse, or neglect.
    • Improper handling.
    • Unauthorized modifications or repairs.

2.2 Warranty Claims

  • Registration: Register your product through the Ataclete customer portal https://account.ataclete.com/ using the email address provided at checkout.
  • Claim Process: To initiate a warranty claim, contact Ataclete customer support at Team@ataclete.com with your order number and a description of the issue.
  • Replacement: If the claim is approved, Ataclete will, at its discretion, either repair or replace the defective product.
  • Replacement Limits: The lifetime warranty is limited to a maximum of two (2) replacements per product, regardless of the time elapsed since the original purchase.

3. Order Cancellations

  • Cancellation Before Shipment: Orders cancelled before shipment processing will be refunded in full.
  • Cancellation After Shipment: Orders cancelled after shipment processing are subject to non-refundable costs, including shipping fees, 15% restocking fees, and transaction fees.

4. Shipping

  • Processing Time: Orders are typically processed and shipped within 1-2 business days.
  • Delivery Time: Delivery times within the Continental United States range from 1-4 business days. Shipments to Alaska, Hawaii, and US territories may take longer.
  • Tracking: Tracking information will be emailed to you as soon as it becomes available.
  • Incorrect Shipping Address: Ataclete is not responsible for orders shipped to incorrect addresses provided by the customer. If you notice an error in your shipping address, please contact Ataclete immediately. While we will attempt to correct the address if possible, we cannot guarantee changes can be made once the order has been processed.

5. Recipient Error

  • Non-Delivery: Ataclete is not responsible for non-delivery due to recipient error, such as failure to track the package, refusal of delivery, or failure to retrieve the package from the designated delivery location (including private mailboxes or P.O. boxes). Additionally, for all international orders, the recipient is responsible for all fees, VAT, duties, etc. that may be due at the time of package tendering. We are not held liable for miscommunication or a lack of response from recipient and customs. If package is disposed due to a lack of communication with customs, customer forfeits their right to a refund, return/exchange or warranty claim.
  • Reshipping: If Ataclete agrees to resend a package due to recipient error, you may be responsible for the reshipping fee.
  • Returns Due to Recipient Error: Returns due to recipient error are subject to a 25% restocking and administrative fee.

7. General Provisions

  • Policy Changes: Ataclete reserves the right to update this policy at any time. Changes will be posted on the Ataclete website.
  • Severability: If any provision of this policy is deemed invalid or unenforceable, the remaining provisions shall remain in full force and effect.
  • Governing Law: This policy shall be governed by and construed in accordance with the laws of [Your State/Jurisdiction].
  • Entire Agreement: This policy constitutes the entire agreement between you and Ataclete relating to returns, refunds, and exchanges.

8. Contact Us

If you have any questions or concerns regarding this policy, please contact us at:

Ataclete

Email: Team@ataclete.com

Address: 330 Eastern Bypass Ste 1 #148, Richmond, Kentucky 40475