Refund policy

Last updated: November 7, 2026

Thank you for shopping with Atelier. Senseware. This policy explains how returns, exchanges and refunds work, and is consistent with Article 6 of our Terms of Service.

Key points

  • In-stock items: Shipped from stock in Tainan. Return within 7 days of delivery, no reason needed. We cover return shipping.
  • Pre-order items: Colours not in stock are ordered from the manufacturer in Denmark in the colour you choose, so they cannot be returned.
  • Faulty or wrong items: Email us with photos within 7 days of delivery and we will replace or refund.
  • Remakes: A replacement takes the same lead time as the original order, or you can choose a full refund.
  • Refunds: Within 15 days of receiving your return, to your original payment method.

1. 7-day cooling-off period

Under Article 19 of the Consumer Protection Act, you may return an item without giving a reason within 7 days from the day after you receive it. The cooling-off period is not a trial period: returned items must be new and unused, with complete packaging, accessories, free gifts and the invoice.

We cover the return shipping for cooling-off returns.

If a returned item has lost value through use, missing parts or damaged packaging, we will discuss with you, as permitted by law, deducting that loss from your refund.

2. Items not covered by the cooling-off period

Colours we use often are kept in stock in Tainan and ship right away; you can return them within 7 days of delivery. Colours not in stock are ordered from the manufacturer in Denmark in the colour you choose; because they are ordered specially for you, they cannot be returned or exchanged. Product pages show the stock quantity when an item is in stock, and "Pre-order" when it is not. No tinting or processing is done in Taiwan. The following items, ordered from the manufacturer to your specifications, are made to order and are not covered by the 7-day cooling-off period:

  • paints and plasters tinted by the manufacturer to the colour you select;
  • items made by the manufacturer to the size, material, colour or specification you select, such as custom-size rugs, furniture and lighting.

Once a made-to-order item has been ordered from the manufacturer, it cannot be returned or exchanged, except where it is defective, damaged in transit or not what you ordered, as described in section 3. These items are marked "Pre-order" on the product page and noted in our quotation. Standard items ordered without any chosen specification remain covered by the cooling-off period, even if they are pre-ordered from the manufacturer. If you are unsure about a colour or texture, we recommend requesting a colour card or sample, or booking a visit to our Tainan studio first.

3. Defective or incorrect items

Please check the packaging and contents when your order arrives. For visible defects, transit damage or incorrect items, please email us within 7 days of delivery; for hidden defects that only appear during use, please email us as soon as you discover them. Include your order number and photos of the item and the outer box. Once confirmed, we will cover shipping both ways and replace the item or refund you. This also applies to made-to-order items.

If the item has to be remade by the manufacturer, the replacement will take the same lead time as the original order; for example, if the original order took 12 weeks, the replacement will also take about 12 weeks. If you prefer not to wait, you may choose a full refund instead.

Reasonable variation in colour or texture in paints, plasters and natural materials, caused by raw materials and handcrafted production, is a characteristic of the material and not a defect.

4. How to request a return

  • Email info@ateliersenseware.com with your order number, the item(s) and the reason (no reason is needed for cooling-off returns);
  • we will reply within 2 business days with return instructions and the return address;
  • please pack the item securely in its original packaging. For large furniture or lighting, we will arrange collection with you.

Items sent back without contacting us first may be delayed, as we may not be able to match them to an order.

5. Refunds

We will refund you to your original payment method within 15 days of receiving and checking the returned item. For credit card refunds, the time it takes to appear on your statement depends on your card issuer.

We will void or adjust the invoice when processing the refund.

6. Exchanges

To change an item's specification or size, please return it following the process above and place a new order, so you receive the item you need as quickly as possible.

7. Contact us

Business name: Atelier. Senseware
Tax ID: 90835657
Address: No. 196, Jianping 7th Street, Anping District, Tainan City 708, Taiwan
Email: info@ateliersenseware.com