Refund, Cancellation & Production Error Policy

No change-of-mind returns

• Because our products are custom made, we do not accept general change-of-mind returns. This does not affect rights you have under law that cannot be waived.

Cancellations and changes

• To cancel or change an order, email orders@atelierltd.ca with your order number and the change or cancellation you want, and keep a copy of your message. Email is recommended, but it is not the only way to give a cancellation notice permitted by law, and a statutory cancellation does not depend on our approval.
• If you choose to cancel before production begins, we refund the balance after deducting only reasonable, documented costs actually incurred for work you previously authorised or job-specific materials that cannot be recovered. We will give you an itemised explanation of any deduction.
• We make no such deduction from a statutory refund where the law requires all amounts to be returned.
• Once production has begun, orders cannot be cancelled, except where required by law or approved by Atelier.

Alberta online consumer cancellation rights

• Alberta's Internet Sales Contract Regulation applies to qualifying internet purchases over $50 made for personal, family or household use. It may not apply to business orders. In summary:
• If we did not give the required information before the contract, or did not give you a chance to review, correct, accept or decline the order, you may cancel from the contract date until 7 days after you receive your copy of the contract.
• If we did not provide you with a compliant copy of the contract within 15 days, you may cancel within 30 days of entering the contract.
• If goods are not delivered within 30 days after the agreed delivery date (or within 30 days of the contract if no date was set), you may cancel at any time before delivery, subject to the statutory rules about attempted or refused delivery.
• After a valid statutory cancellation, we refund all amounts required by law within 15 days of the cancellation, with no deduction for work done. If goods arrive after you cancel, the statutory return timing applies (15 days after cancellation or delivery, whichever is later), and we pay the reasonable cost of return.
• You may give notice by any method permitted by law; please keep proof. If a required refund is not made, you may have the right to ask your credit card issuer to reverse the charge.
• For full conditions, see the Government of Alberta's Internet Shopping guide. You also keep any other rights that cannot be waived.

Your statutory rights

• Our custom-product rules do not override statutory cancellation, refund, delivery or chargeback rights that apply because of missing mandatory disclosures, contract-copy requirements, late/non-delivery, unfair/deceptive practices, or other non-waivable consumer protections.

Artwork errors vs. production errors

• Errors contained in artwork or proofs you approved (for example spelling, layout or low-resolution images) are your responsibility.
• If our production differs from your approved artwork and order — for example the wrong stock, size, quantity or configuration, or a print defect we caused — that is our production error and we will make it right.

Reporting a problem

• Please report visible defects, shortages or damage within 5 business days of pickup or delivery. This is a request so we can investigate quickly; it is not a deadline after which you lose your rights, and it does not mean you have accepted the goods. Report hidden defects promptly after you discover them.
• Include your order number and, where reasonably possible, photos. Photos help us but are not a condition of your rights.
• Please keep the products and packaging until we have reviewed your report.

How we resolve problems

• After reviewing the issue, we offer a remedy appropriate to it: repair, reprint, replacement, or a partial or full refund. Where the law requires a particular remedy, that remedy applies.
• If we ask you to return goods confirmed as defective or wrong, we arrange and cover the reasonable cost of return.
• Reasonable colour or material variation is not considered a defect.

Shipping damage

• Please report damage in transit within 5 business days, on the same basis as above, with photos of the items and packaging where reasonably possible. Report hidden damage promptly after discovery.
• We will follow up with the carrier. Any remedy legally due to you does not depend on a carrier or insurance payout.

Refunds

• Refunds are returned to your original payment method. Store credit is offered only if you choose it instead, where the law permits.
• We issue refunds within any time required by law. Your bank or card provider may then take several business days to post them.

Service area

• Online checkout currently supports delivery within Alberta and free local pickup in Calgary only. We do not currently offer online consumer sales targeted to Quebec.

Contact

Atelier LTD, Calgary, Alberta — orders@atelierltd.ca or info@atelierltd.ca.