Returns, Refunds & Cancellations
We aim to keep our policies clear, fair, and practical for commercial product supply. Please review the terms below before requesting a return, refund, or order cancellation.
Quick Policy Highlights
- Return approval is required before sending any item back.
- Returns are generally accepted only for unused and uninstalled items in original packaging.
- Special-order, custom, and project-specific items are generally non-returnable.
- Damaged, defective, or incorrect items should be reported promptly after delivery.
- Approved refunds are processed after inspection and review.
Policy Details
1. Scope
This policy applies to products supplied by Atlas Pro Supply unless different terms are stated in a quotation, invoice, order confirmation, warranty document, or another written agreement.
Because many of our products are technical, project-based, or intended for commercial use, returns, refunds, and cancellations are handled according to the conditions below.
2. Return Eligibility
A return request may be considered when all of the following conditions are met:
- the request is submitted within 14 days of delivery
- the item is unused, uninstalled, and in its original packaging
- the product is returned in clean and resalable condition
- proof of purchase is provided
- the return has been approved by Atlas Pro Supply in advance
Items returned without prior approval may be refused.
Because many of our products are technical, project-based, or intended for commercial use, returns, refunds, and cancellations are handled according to the conditions below.
3. Non-Returnable Items
Unless confirmed to be defective or supplied in error, the following items are generally not eligible for return or refund:
- special-order items
- custom or project-specific items
- non-stock items sourced on request
- installed, used, tested, or altered products
- items with damaged, incomplete, or missing packaging
- clearance, discontinued, or final-sale items
- products affected by improper storage, installation, misuse, negligence, or unauthorized modification
4. Damaged, Defective, or Incorrect Items
If you receive a product that is damaged, defective, or incorrect, please notify Atlas Pro Supply within 5 business days of delivery.
To help us review the issue efficiently, please include:
- your order or invoice number
- product name and model
- quantity affected
- a clear description of the issue
- photos of the product, packaging, and shipping label where applicable
After review, we may offer, at our discretion:
- replacement
- repair or warranty handling
- store credit
- refund, where appropriate
5. Return Authorization Process
Before returning any product, please contact Atlas Pro Supply to request return authorization.
If the return is approved, we will provide instructions for the return process. Return authorization does not guarantee final acceptance. All returned items are subject to inspection upon receipt.
6. Shipping Costs
Unless the return is due to a confirmed defect, shipping damage, or an error by Atlas Pro Supply:
- return shipping costs are the responsibility of the customer
- original shipping charges are non-refundable
- customs duties, taxes, brokerage fees, and related charges are non-refundable
We recommend using a trackable shipping method and secure packaging for approved returns.
7. Restocking Fee
Approved returns of non-defective items may be subject to a restocking fee of up to 15%, depending on the product type, condition, and supplier terms.
8. Refunds
Where a refund is approved, it will be processed after the returned item has been received and inspected.
Approved refunds are generally issued within 7 to 10 business days using the original payment method, unless another arrangement has been agreed in writing.
Refund amounts may be adjusted to account for:
- restocking fees, where applicable
- non-refundable shipping or handling costs
- missing parts or accessories
- damaged packaging
- reduced resale condition
9. Order Cancellations
Order cancellation requests are subject to the status of the order at the time of the request.
Orders that have already been processed, prepared, shipped, specially sourced, or customized may not be cancelled, or may be subject to cancellation and restocking charges.
10. Warranty-Related Issues
If a product issue falls under warranty rather than a standard return, the matter may be handled under the applicable warranty terms.
Depending on the product and the nature of the issue, warranty handling may include inspection, repair, replacement, or another appropriate remedy.
11. Right to Refuse
Atlas Pro Supply reserves the right to refuse returns that do not meet the conditions of this policy or that conflict with product safety requirements, supplier restrictions, or written order terms.
12. Contact Us
For return requests, refund questions, or cancellation inquiries, please get in touch with us:
Atlas Pro Supply
Email: info@atlasprosupply.com
Contact Page: atlasprosupply.com/contact-us/
Need help with an order issue?
If you received the wrong item, a damaged shipment, or a product with a quality issue, contact our team and we will review your request promptly.