Refund policy

RETURN AND REFUND POLICY | Atelier Nastro

Last Updated: 2026-06-03

1. Introduction and Legal Compliance

Atelier Nastro is based in Sweden and complies with Swedish consumer protection laws and European Union Directives. Our refund and return policy is designed to protect you as the consumer and ensure a transparent transaction.

This policy applies to all purchases made from our online store.

  • EU and EEA Customers: Your rights are governed by the EU Consumer Rights Directive (2011/83/EU) and Swedish law (Lag om distansavtal och avtal utanför affärslokaler, 2005:59).
  • Non-EU Customers: Different terms may apply. Please read the specific clauses below regarding international orders.

2. Pre-Order Cancellation

If you have placed an order for an item listed as a Pre-Order (orders placed for items not yet in stock or available for immediate shipment), you have the right to cancel your order and request a full refund until the item is shipped.

  • Timing: You may cancel your pre-order up to the point of dispatch.
  • Action: To cancel, please notify us immediately via email at concierge@ateliernastro.com. We will process your refund within 14 days of receiving your cancellation notice.
  • Note: Once the item has been shipped, the standard return policy applies.

3. Right of Withdrawal (14-Day Period)

Under Swedish and EU law, you have a statutory right to withdraw from your online purchase (Right of Withdrawal) within 14 days of receiving the goods.

  • Timing: The withdrawal period begins from the day you receive the goods.
  • Condition: The item must be unused, unworn, with all tags attached, and in its original packaging. You must also provide a copy of your receipt or proof of purchase.
  • Notification: To exercise this right, you must notify us of your decision before the 14-day period expires. Please contact us via email at concierge@ateliernastro.com

4. Exemptions: Made-to-Order Products (Reel-to-Reel)

Certain items are excluded from the Right of Withdrawal. Please note that by ordering these products, you waive your right to return or exchange them for change of mind.

  • Reel-to-Reel Tape: Our Reel-to-Reel products are manufactured specifically to order for you. They are not considered mass-produced stock items. Consequently, they are exempt from the 14-day Right of Withdrawal under Article 16(c) of the EU Consumer Rights Directive.
  • Exceptions: These items are not returnable for a change of mind unless the product is defective or incorrect upon arrival.
    • Note regarding Pre-Orders: You may still cancel the purchase of a Reel-to-Reel tape if the order has not yet been dispatched. Once the item has been delivered to you, standard return rights no longer apply.

5. Returns for Non-Custom Products (Standard Stock)

For all other products (e.g., vinyl records, accessories) that are not made to order, the 14-day Right of Withdrawal applies.

  • Returns: You may return these items within 14 days of receipt.
  • International Orders: For orders shipping outside of the European Union (EU) / European Economic Area (EEA), we do not offer a Return or Refund option. Please ensure you select your shipping location carefully.

6. Faulty or Incorrect Items

If you receive an item that is defective, damaged, or incorrect (not faulty, but simply wrong), you are protected under the Swedish Consumer Purchase Act (Konsumentköplagen).

  • Reporting: Please contact us immediately (within a reasonable time of discovery) using the details below so we can evaluate the issue.
  • Resolution: If a fault is confirmed, we will repair, replace, or refund the item at our discretion.
  • Shipping Costs: For defective items, we will provide a prepaid return shipping label. You do not pay for the return freight.

7. Item Condition Requirements

To be eligible for a return under the Right of Withdrawal:

  1. - The item must be in the same condition as when you received it (unopened & unplayed).
  2. - It must be unworn and unused.
  3. - All tags and original packaging must be included.
  4. - You must have proof of purchase (email confirmation/receipt).

Note: If an item is sold as a bundle or includes free gifts, the free gifts do not need to be returned with the purchase.

8. Shipping Costs for Returns

  • Right of Withdrawal: You are responsible for the cost of return shipping unless the item is faulty or incorrect. If the item is faulty, we will cover the shipping costs.
  • Damages in Transit: If the item arrives damaged by the carrier, please contact the carrier and notify us immediately. We will arrange a replacement or refund without requiring you to pay return shipping.

9. Refund Process

Once we have received the returned item and inspected it to confirm eligibility:

  1. Approval: We will notify you via email within 5 days.
  2. Refund: If approved, the refund will be processed to your original payment method.
  3. Timeline: We process refunds within 14 days of receiving the goods. Please note that it may take an additional time for your bank or credit card provider to post the refund to your account.

10. Non-Eligible Items

The following items cannot be returned, even if they are non-defective:

  • Custom/Personalised items: Including Reel-to-Reel orders.
  • Made to order: Including Reel-to-Reel orders.
  • Sale Items: Please note that sale items are strictly non-returnable unless damaged.
  • Downloadable goods: Digital copies (if access codes have been provided).

11. Exchanges

The fastest way to ensure you get the correct item is to return the original item (if eligible for return) and make a separate purchase for the new item. We generally do not facilitate direct exchanges.

12. Contact Information

If you have questions regarding your return, refund, pre-order cancellation, or the condition of your order, please contact us at:

  • Email: concierge@ateliernastro.com
  • Return Address:
  • Atelier Nastro AB
  • Bruksallén 13
  • 647 51 Åkers Styckebruk
  • Sweden

    (Please include your Order Number on the outside of the package)

Important: Do not send your package without first contacting us to receive a Return Authorization. Items sent back without prior authorization will not be accepted.