Refund Policy

1. Cancellations

You have 24 hours after placing your order to cancel it free of charge.
If you cancel within this period, we will process a full refund, which will be credited to your original payment method within 5 to 10 business days.

2. Damaged or Incorrect Products

If your order arrives damaged, defective, or incorrect, please contact us immediately at contact@atelivo.com and provide:

A photo or video of the affected product
Your order number

In these cases:

We will offer you either a full refund or a replacement item at no additional cost.
NEWGATE will cover all return and reshipping fees.

3. Returns (Satisfaction Guarantee)

You can return a product within 14 days from the delivery date if you change your mind.

Return conditions:

The product must be in its original condition (new, unused, in its original packaging).
Return shipping costs are borne by the customer (unless the product is damaged or the error is on our part).

To initiate a return, please contact us at contact@atelivo.com before sending your package back.

4. Processing Time

Once your return is received and approved, the refund will be processed within 5 to 10 business days to the same payment method used for the purchase.

5. Logistics Responsibility

We do our best to ensure fast and secure delivery. However, once your package is handed over to the carrier, delays, losses, or damages are under their responsibility.
In case of issues, we will assist you in dealing with the carrier.

6. Refund Guarantee

We offer a 14-day money-back guarantee.
This guarantee does NOT apply if:

You refuse delivery from the carrier.
The product is used, damaged, or altered by the customer.
You are unsatisfied solely for personal preference reasons (e.g., color).

Contact

For any questions or requests, please contact us:
📧 contact@atelivo.com
📅 Monday to Friday, from 9:00 AM to 5:00 PM