Last updated on September 22, 2025
If you are unhappy with any product you have bought from the AT SAY Ltd Shop, you can return it for a refund or replacement.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item, and the next steps, depending on whether you have asked for a replacement or a refund.
If you ask for a refund and it is approved, then it will be processed straight away and a credit will automatically be applied to your credit card. Please note that if you paid by credit card, it can take several days for refunds to appear on your statement.
If you have not received your refund within 7 working days, please contact us again.
Posting Returns
To return your item, please contact us first for instructions on the return address to use.
You will be responsible for paying for your own postage costs for returning your item.
If you are returning more expensive items, you may consider using a trackable postage option. We do not guarantee that we will receive your returned item.
General conditions
Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you notice an issue on the products or anything else on the order, please contact support@at-say.online.
The return address will be advised after you have contacted us to advise us of your request to return an item. When we receive a returned shipment, an email notification will be sent to you. Unclaimed returns get donated to charity after 30 days.
Wrong Address - If the address we provide to you for returns is not used as the return address, you would become liable for any returned shipments.
Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable).
If you haven't registered an account on AT SAY Ltd’s shop https://shop.at-say.online/ and added a billing method, you hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for reshipping and will be donated to charity at your cost (without us issuing a refund).
AT SAY Ltd does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.
Customer - Please contact us before returning any products. Except for Customers residing in Brazil, we do not refund orders for buyer’s remorse. Customers residing in Brazil and regretting a purchase must contact our Customer Service and express their will to return the item within 7 consecutive days after receiving it, providing a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,
therefore, AT SAY Ltd reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.