Refund & Return Policy

This policy applies to all orders placed with ATOM GROSS PVT LTD (Company No. C35682026), Nooraneefehi, Fuhtaru Magu, HDh. Nolhivaranfaru, Republic of Maldives. Anything you are unsure about, email mohomedrishaadh@atomgross.com or call +960 722 7721 before sending a parcel back.

Approved refunds are returned to the original payment method within 10 working days of us receiving the returned print or approving a claim. A return address for authorised returns is issued by email — please do not ship anything back before you have it.

Everything we sell is customised and made to order

Atom Gross holds no finished stock. When you order, you choose the photograph, the print size and whether you want a handmade oak frame with museum glass. That exact combination is then produced individually for you: the file is prepared and proofed for your size, the paper is cut, the print is signed and numbered by hand where it belongs to a limited edition, and any frame is cut, joined and finished specifically for that print. Because the finished item is personalised to your specification and cannot be resold to another customer, it is a customised (bespoke) good.

This means the general “change of mind” cooling-off right that applies to off-the-shelf goods in some countries does not automatically apply to our products. It does not affect your rights where an item arrives damaged, faulty, or not as described — those are always covered in full, as set out below. Nothing in this policy limits any mandatory consumer right you have under the law of your own country.

Summary of what applies to what

Damaged, faulty or wrong item — always a free reprint or a full refund, including the shipping you paid, within 14 days of delivery. You never pay return postage.

Cancellation before production starts — full refund, no questions, normally available within 24 hours of ordering.

Unframed print, changed your mind — accepted as a goodwill return within 14 days if unused and in resaleable condition; you pay return postage and the original shipping cost is not refunded.

Framed orders and any bespoke size, changed your mind — not returnable once production has started, because the item is made to your specification. Damage and faults are still covered in full.

Damaged or faulty prints

If your print or frame arrives damaged, or there is a printing or framing fault, tell us within 14 days of delivery and send photographs of the item, any visible damage and the outer packaging. Keep the packaging until the claim is closed, as carriers often require it. We will reprint and reship at our cost, or refund you in full including original shipping if you prefer. You do not pay return postage in this case, and we will not ask you to ship a damaged item back before the claim is approved.

Wrong item

If we send the wrong photograph, size or finish, we cover the cost of putting it right — either the correct print at no extra charge or a full refund including shipping.

Cancelling before production

Because production begins quickly, cancellations must reach us before the print goes to press — in practice usually within 24 hours of ordering. Email us as soon as possible with your order number and we will confirm by return whether production has started. If it has not, we refund you in full. If printing or frame assembly has already begun, we can no longer cancel, because the materials have been committed to your specific order.

Changed your mind: unframed prints

As a goodwill exception to the made-to-order rule, you may return an unframed, undamaged print within 14 days of delivery. Contact us first for a return authorisation, then send it back in its original rigid tube or equivalent protective packaging, unmounted, unframed and free of handling marks, creases or fingerprints. Once it reaches us in resaleable condition we refund the price of the print. Return postage is yours to pay, the original shipping cost is not refunded, and we may reduce the refund to reflect any loss in value where the print arrives back damaged or handled.

Changed your mind: framed and bespoke orders

Framed pieces, and any print produced at a size or finish agreed specially with you, are made up individually and cannot be resold. They are therefore excluded from change-of-mind returns once production has started. They remain fully covered if they arrive damaged, faulty or not as ordered.

Colour, tone and screen differences

Screens vary in brightness and colour calibration, so an online image is a representation rather than an exact match. Small differences in tone or contrast between your screen and the finished print are a normal characteristic of printing and are not treated as a fault. If you are concerned about a specific tone, ask us before ordering and we will describe the print honestly.

How refunds are paid

Refunds are issued to the original payment method, for the amount originally paid in the original currency. We process them within 5 working days of approving the return or claim; how quickly the money appears depends on your provider. Where a payment was made in cryptocurrency, the refund is sent as the equivalent value of the same asset to an address you confirm in writing, and network fees and exchange rate movement between purchase and refund are not covered by us.

Lost parcels

All orders ship tracked. If tracking shows no movement for 14 days, contact us and we will open a claim with the carrier and reprint your order where the parcel is confirmed lost.

Import duties

Duties or taxes charged by your own country are set by that country and are not refundable by us. Refusing a parcel to avoid duties is treated as a change-of-mind return and is subject to the rules above, including the exclusion for framed and bespoke orders.

How to start a return or claim

Email mohomedrishaadh@atomgross.com with your order number, what you would like us to do, and photographs where the item is damaged or faulty. We reply within two working days with a decision and, where a return is authorised, the return address. Unauthorised parcels sent to us cannot be tracked to your order and may be refused.