Returns Policy | Atma Solutions

📅 1. Return Eligibility Window

At Atma Solutions, we aim to ensure you are satisfied with your materials. However, due to the nature of construction sourcing, strict timelines apply.

Standard Goods: You must notify us of your intent to return unused, non-custom goods within 14 days of delivery.
Trade vs Consumer: Trade Account orders are subject to our standard B2B terms. Consumer (DIY) orders retain statutory rights under the Consumer Rights Act 2015, allowing for a 14-day cooling-off period.

🔁 2. Condition of Returned Goods

To be accepted for a full refund (minus restocking fees), items must be returned in a resaleable condition.

Items must be unused, unopened, and in original packaging.
Items must not be installed, cut, treated, or modified in any way.
Bricks and blocks must be strapped and on their original pallets.

Note: If goods are returned damaged, wet, or in unsaleable condition, we reserve the right to refuse the refund or reduce the refund value significantly to cover the loss.

💰 3. Restocking & Handling Fees

As a sourcing specialist, we incur significant logistics costs to move heavy building materials. If you return items simply because you changed your mind or over-ordered:

A Restocking Fee of 25% will be deducted from the refund total.
A Collection Fee will be charged if we need to send a vehicle to collect the goods. This fee varies based on weight and location (minimum £50 + VAT).

🚫 4. Items That Cannot Be Returned

Due to safety, shelf-life, and bespoke manufacturing, the following items are strictly non-returnable unless proven faulty:

Perishable Goods: Cement, Plaster, Lime, and Chemicals (due to moisture sensitivity).
Loose Aggregates: Bulk bags of Sand, Ballast, or Type 1 that have been opened or left exposed to elements.
Bespoke Orders: Timber cut to size, mixed paints, or special-order bricks sourced specifically for your project.

🔄 5. Faulty or Damaged Goods

We urge all customers to inspect deliveries immediately upon arrival.

Reporting Window: You must report transit damage or missing items within 24 hours of delivery.
Evidence: Please take clear photos of the damage and email them to info@atma.solutions.
Outcome: Valid claims will be offered a free replacement or a full refund for the damaged portion of the order.

🚚 6. Return Costs & Shipping

Return shipping logistics are the responsibility of the customer.

If the return is due to a Customer Error (e.g., ordered wrong size), the customer pays for return transport.
If the return is due to an Atma Solutions Error (e.g., we sent the wrong item), we will arrange collection free of charge.
You may drop goods off at our depot by appointment only to avoid collection fees.

🧾 7. Refund Processing

Once the goods arrive back at our supplier or depot, they will be inspected.

Refunds are processed to the original payment method.
Please allow 5-10 business days for the funds to appear in your account after the return is approved.

Returns & Warranty Policy