Refund and Returns Policy

Last updated: 29/05/2026

This policy explains how to cancel your order, return an item, and claim a refund. It runs alongside, and never replaces, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You have two separate rights when you buy at atelierbrim.co.uk. You can use either:

Right to cancel within 14 days: under the Consumer Contracts Regulations 2013, you can cancel an online order for any reason within 14 days of receiving your goods.
Right to reject within 30 days: under the Consumer Rights Act 2015, you can reject goods that are faulty, not as described, or not fit for purpose within 30 days of delivery and receive a full refund.

On top of these statutory rights, we offer a 30-day goodwill return window for any reason, so you have more time and flexibility than the law requires. Your statutory rights remain unaffected.

Your 14-day statutory right to cancel

You can cancel your order within 14 days of receiving your goods, without giving a reason. This is the cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To exercise this right, you must tell us clearly that you wish to cancel before the 14 days end. You can do so by email to care@atelierbrim.co.uk or by completing the model cancellation form below.

After cancelling, you have 14 further days to return the goods to us.

Model cancellation form

You can copy, complete, and email this form to our care team. You are not required to use this form; any clear written statement of cancellation is enough.

To: atelierbrim, care@atelierbrim.co.uk
I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:
Ordered on / received on: [date]
Name of consumer(s): [name]
Address of consumer(s): [address]
Signature of consumer(s) (only if this form is notified on paper): [signature]
Date: [date]

Our 30-day goodwill return window

Beyond the 14-day statutory cancellation right, we accept returns for any reason within 30 days of delivery. This goodwill window does not apply to sale items. Your statutory rights for faulty sale items remain unaffected.

To qualify for a goodwill return, the goods must be in a condition that allows us to resell them, with original tags attached where possible.

Faulty, damaged, or not-as-described goods

Please inspect your parcel on arrival. If you see external damage on the doorstep, refuse delivery and email our care team immediately. If you only notice damage after opening, please contact us within 48 hours with photographs of the item, the outer packaging, and the despatch label.

You have a 30-day short-term right to reject under the Consumer Rights Act 2015 if your goods are faulty, not as described, or not fit for purpose. Write to us within 30 days of delivery with:

photographs of the item showing the fault
a photograph of the outer packaging
a photograph of the despatch label

We will offer a replacement, a repair, or a full refund (your choice) at no cost to you, including return postage.

Faults appearing after 30 days

If a fault appears after the first 30 days but within 6 months of delivery, you keep the right to a free repair or replacement under the Consumer Rights Act 2015. We may ask you to confirm the fault was not caused by misuse.

After 6 months, you may be asked to show that the fault was present at delivery.

How to request a return or cancellation

Email care@atelierbrim.co.uk within the relevant window (14, 30, or 6 months depending on the case). Please quote your order number.

We will reply within one business day with:

the return address
a return reference to include in your parcel
short instructions for safe packaging

Return postage costs

Change of mind (statutory cancellation or goodwill window): you pay the return postage. This is declared up front in this policy as required by the Consumer Contracts Regulations 2013.
Faulty, damaged, or not as described: we cover the return postage and refund you in full.

We recommend a tracked service for your protection. We cannot accept responsibility for parcels lost in transit before they reach us.

Return address

ZIIEMA, trading as atelierbrim
92 Rue Mstislav Rostropovitch
75017 Paris, France

We ship from France to the UK and accept returns at the same address. Please allow additional transit time for returns leaving the UK.

Refund processing

Once we have received your return (or you have provided proof you have sent it back, whichever is earlier), we will:

Confirm receipt by email.
Refund you within 14 days, using the same method of payment you used to place the order, unless you expressly agree otherwise.

We do not charge any fee for processing a refund. Your bank will typically credit the funds within 5 to 10 business days of our refund being issued.

If the goods have been used beyond reasonable inspection or are returned in a condition that prevents resale, we may reduce the refund proportionately. This does not apply to faulty goods.

Items not eligible for cancellation under the 14-day rule

Some goods are excluded from the statutory 14-day cancellation right under the Consumer Contracts Regulations 2013:

Hats made to your specifications or clearly personalised, including custom embroidery, custom monograms, custom blocked sizing outside our 53-65 cm standard range, and personalised hatbands

Your statutory rights for faulty goods remain unaffected.

Sale items and gift cards

Sale items: the 14-day statutory cancellation right and the 30-day short-term right to reject for faulty goods both apply. Our 30-day goodwill return window does not apply to sale items.
Gift cards: unused gift cards are non-refundable once purchased. Faults in goods bought with a gift card are treated under the same statutory rights as any other order.

Exchanges

The fastest way to exchange an item is to return your original purchase and place a new order. Once we receive your return, we will refund you on the original payment method.

Items sent back without prior request

We can only process returns where you have first contacted us and received a return reference. Items sent back without prior notice cannot be accepted.

Your statutory rights

Nothing in this policy reduces your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If anything in this policy appears to limit those rights, your statutory rights take precedence.

Complaints

If you are not satisfied with how we have handled your return or refund, please write to us so we can resolve the issue. You can also seek free advice from Citizens Advice (citizensadvice.org.uk, helpline 0808 223 1133) or contact your local Trading Standards office.