Refund policy

Last updated: July 15, 2026

At ATHLORA, we want you to be satisfied with your purchase. This Returns and Refunds Policy explains the conditions and procedures for returning products, requesting refunds and reporting damaged, defective or incorrect items.

1. Return Period

You may request the return of an eligible product within 30 calendar days after the date on which the order was delivered.

To qualify for a voluntary return, the product must:

  • Be unused, unworn and unwashed;
  • Be in its original condition;
  • Include all original tags, accessories and packaging;
  • Show no signs of damage, alteration, stains, odours or misuse;
  • Be accompanied by proof of purchase.

ATHLORA may refuse a voluntary return that does not meet these conditions. This does not affect mandatory rights relating to defective, damaged or non-conforming products.

2. European Right of Withdrawal

Consumers located in the European Union or European Economic Area may have the legal right to withdraw from an eligible online purchase within 14 calendar days, without providing a reason.

The withdrawal period generally begins on the day after:

  • You receive the product;
  • A person designated by you receives the product; or
  • You receive the final product where one order is delivered in multiple shipments.

To exercise your right of withdrawal, you must clearly inform ATHLORA before the 14-day period expires.

After notifying ATHLORA, you must return the product within an additional 14 calendar days.

3. How to Request a Return

To request a return, contact ATHLORA at:

contact@athloraofficial.com

Your request should include:

  • Your full name;
  • Your order number;
  • The email address used to place the order;
  • The product you wish to return;
  • The reason for the return, where applicable;
  • Photographs or videos if the product is damaged, defective or incorrect.

Do not return a product before receiving return instructions from ATHLORA.

The approved return address will be provided by email. Products sent to an unauthorised address may be rejected or delayed.

4. Return Shipping Costs

For voluntary returns or change-of-mind returns, the customer is generally responsible for the direct cost of return shipping, unless applicable law requires otherwise.

ATHLORA will cover or reimburse reasonable return shipping costs when:

  • The product is defective;
  • The product arrived damaged;
  • The wrong product was delivered;
  • The product materially differs from its description;
  • ATHLORA has agreed in writing to cover the return cost.

Customers should use a tracked shipping service and keep proof of postage. ATHLORA is not responsible for a returned package until it has been delivered to the authorised return location.

5. Product Inspection

Customers may inspect a product only to the extent reasonably necessary to determine its nature, characteristics and functionality.

ATHLORA may reduce a refund if the product has lost value because it was handled beyond what would reasonably be permitted in a physical retail store.

Examples of excessive handling include:

  • Wearing the product for an extended period;
  • Washing or altering the product;
  • Removing product-specific security tags;
  • Damaging the product or its original packaging;
  • Returning an incomplete product.

6. Non-Returnable Products

Subject to applicable law, the following products may not be eligible for change-of-mind returns:

  • Personalised or customised products;
  • Products made according to the customer’s specifications;
  • Sealed hygiene or health-protection products after the seal has been broken;
  • Perishable products;
  • Gift cards or store credit, except where required by law;
  • Products that have been worn, washed, altered or damaged after delivery;
  • Digital products supplied immediately after the customer consented to delivery and acknowledged the loss of the withdrawal right.

Products sold during a sale or promotion remain covered by mandatory consumer rights relating to defective or non-conforming products.

7. Damaged, Defective or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

If a product is damaged, defective, incomplete or incorrect, contact ATHLORA promptly at contact@athloraofficial.com

Include photographs of:

  • The product;
  • The defect or damage;
  • The shipping packaging;
  • The shipping label.

Depending on the circumstances and applicable law, ATHLORA may offer:

  • A replacement;
  • A repair;
  • Delivery of a missing product;
  • A proportionate price reduction;
  • A full refund.

Do not discard, repair, destroy or return a damaged product before receiving instructions from ATHLORA.

8. Refunds

Once the returned product has been received and inspected, ATHLORA will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method and processed in the currency of your original order, unless the payment provider automatically converts the amount into another currency.

For a valid European withdrawal, ATHLORA will refund eligible payments, including the cost of the least expensive standard delivery method offered for the order.

Additional costs resulting from an expedited or premium shipping method are not required to be refunded unless applicable law states otherwise.

ATHLORA may withhold the refund until:

  • The returned product has been received; or
  • The customer provides reliable evidence that the product has been sent back.

After a refund is submitted, the time required for the amount to appear in your account depends on your bank, card issuer or payment provider.

9. Exchanges

ATHLORA does not guarantee direct exchanges because product availability may change.

To obtain another size, colour or product, you may be asked to return the original product and place a new order.

Any direct exchange remains subject to availability.

10. Order Cancellations

Contact ATHLORA as soon as possible if you wish to cancel an order.

ATHLORA may be unable to cancel an order that has already entered processing, fulfilment or shipment.

If cancellation is no longer possible, you may request a return after delivery in accordance with this Policy.

11. Refused or Unclaimed Deliveries

If an order is refused, not collected or returned because the customer provided an incorrect or incomplete delivery address, ATHLORA may deduct reasonable shipping and handling costs from a voluntary refund, where permitted by law.

This does not apply when the delivery failure was caused by ATHLORA or the shipping carrier.

12. Legal Guarantee

The voluntary return period is separate from any legal guarantee relating to defective or non-conforming products.

Consumers in the European Union generally receive a minimum legal guarantee of conformity of two years from delivery. Some countries may provide longer periods or additional protections.

This Policy does not limit any mandatory consumer rights.

Contact

For questions about returns, withdrawals, exchanges or refunds, contact:

Email: contact@athloraofficial.com