Refund & Cancellation Policy
What you can cancel, what we refund, and how long a refund takes. This policy covers all three things we sell.
Effective Date: 14 August 2026 · Last Updated: 14 August 2026
At the Atelier is operated by Evermore Jewellery Private Limited. This policy applies to every purchase you make from us.
| What you bought | Can you cancel it? | Is it refundable? |
|---|---|---|
| Digital Ring Builder subscription |
Yes, at any time. Access continues to the end of the paid period. | No refund for the current or a past period. No charge is ever made during the free trial. |
| Prototypes Kit physical product |
Yes, until we dispatch it. | Full refund before dispatch. No refund after dispatch. Damaged or incorrect items are replaced. |
| Custom ring order made to order |
Yes, until our production team confirms the order. | Full refund inside that window. No refund after we confirm, because the stone is held and production has started. |
1. Software subscription (Digital Ring Builder)
The free trial
The first 30 days are free and we charge nothing during them. If you cancel before the trial ends, you are never charged, so there is nothing to refund.
The paid subscription
- Subscription fees are non-refundable.
- You may cancel at any time. Your access continues until the end of the current billing period.
- We issue no partial or prorated refund for unused time inside a billing period.
- Cancelling stops all future charges. There is no cancellation fee.
We send a reminder by email and in your dashboard 7, 3 and 1 days before every renewal, so you always have time to cancel before a charge. The full detail is in the Trial & Subscription Policy.
A charge you did not expect
If you believe we charged you in error, or a renewal went through after you cancelled, write to support@attheatelier.com within 30 days of the charge. We investigate and, where the charge was our error, we refund it in full.
2. Prototypes Kit
- You may cancel a Kit order at any time before we dispatch it, and we refund the payment in full.
- Once we dispatch the Kit, all sales are final. We process no refund, no return and no exchange.
- The Kit is a set of business sample prototypes, not a consumer product, which is why it is not returnable after dispatch.
Damaged or incorrect shipments
If the Kit arrives damaged, or if the shipment does not match your order, report it to support@attheatelier.com within 7 days of delivery. Include your order number and photographs of the package and its contents. We replace the affected items at our own cost after we verify the claim.
3. Custom ring orders
There is a free cancellation window. After you pay for a ring, and before our production team confirms the order, you can cancel it at no cost and we refund the payment in full. That window is normally 1 business day.
- Once our production team confirms the order, the order cannot be cancelled, changed or refunded. By then we hold a specific diamond for you and the setting has entered production.
- Every ring is manufactured to the exact specification frozen in the order, so it cannot be resold to another buyer.
- If we cannot fulfil an order, we cancel it ourselves and refund your payment in full.
A ring that is wrong or defective
If a delivered ring does not match the specification confirmed in the order, or if it carries a manufacturing defect, tell us within 7 days of delivery with photographs and your order number. We correct or remake the ring at our own cost, including the shipping both ways.
This does not cover damage after delivery, ordinary wear, a resizing request outside the ordered size, or a change of mind by the end consumer.
4. Order credit
Order credit earned through a Kit purchase is non-transferable and non-refundable. You can apply it only toward custom orders placed through At the Atelier, and only while your subscription is active. We do not exchange credit for cash.
5. How we process an approved refund
- We return the money to the original payment method. We cannot send it anywhere else.
- We start the refund within 7 business days of approving it.
- Your bank or card issuer decides when the credit appears on your statement. That is usually a further 5 to 10 business days.
- We refund the amount you paid us. A currency-conversion difference or a bank fee charged by your own bank is outside our control.
- We confirm every refund by email with a credit note.
6. How to make a request
Write to support@attheatelier.com from your registered email address, or call +91-9920595999. Include your order number or invoice number and a short description. We acknowledge every request within 1 business day and we decide it within 7 business days.
7. Complaints
If you are not satisfied with our decision, write to support@attheatelier.com with the subject line "Grievance". Our grievance officer acknowledges every complaint within 48 hours and closes it within 30 days. See the Contact page.
8. Contact
Evermore Jewellery Private Limited
CIN: U36996MH2020PTC339798
Office No. 210, 2nd Floor, Shreepal Complex,
Suren Road, Andheri East,
Mumbai, Maharashtra 400093, India
Email: support@attheatelier.com