KOMO ATELIER

Returns & Refunds Policy

Effective July 2026 — EU Consumer Rights Directive compliant

komoatelier.studio

01.   Our Approach

KOMO objects are made to last. Each piece is handled individually before dispatch. We ask that you take the same care when receiving and examining your order. If something is not right, we will make it right — clearly and without friction.

This policy applies to all direct-to-consumer purchases made through komoatelier.studio. Wholesale orders are governed by separate terms; see Section 09.

02.  Right of Withdrawal — EU Consumers

In accordance with EU Directive 2011/83/EU on Consumer Rights, as implemented in French law under Articles L.221-18 to L.221-28 of the Code de la consommation, you have the right to withdraw from your purchase without providing a reason within 14 calendar days of receiving your order.

The 14-day period begins on the day you, or a third party acting on your behalf, takes physical possession of the goods.

If your order contains multiple items delivered on different dates, the withdrawal period begins from the date the last item is received.

To exercise your right of withdrawal, you must notify us before the 14-day period expires. Notification sent after this period will not be accepted.

03.  How to Initiate a Return

To begin a return, contact us at hello@komoatelier.studio with the following:

—  Your order number

—  The item(s) you wish to return

—  A brief description of the reason (not required, but helpful)

—  Whether you prefer a refund or store credit

We will confirm receipt of your return request within 2 business days and provide you with return instructions and the return address.

Important: do not send items back without first contacting us and receiving a return confirmation. Items returned without prior authorisation may not be eligible for a refund.

04.   Return Conditions

To be eligible for a return, items must be:

—  In their original, unused condition — unwashed, unscented, undamaged

—  In the original packaging, with all protective materials intact

—  Accompanied by the original packing slip or order confirmation

Stone and ceramic surfaces must show no signs of use, oil transfer, staining, or physical damage caused after delivery. We inspect all returns upon receipt and reserve the right to decline a refund if the item shows evidence of use or handling inconsistent with its return condition.

05.   Return Shipping

Standard Returns (Change of Mind)

Return shipping costs for change-of-mind returns are the responsibility of the customer. We recommend using a tracked, insured shipping service. KOMO ATELIER cannot be held responsible for items lost or damaged in transit during return.

Stone and travertine objects are heavy and fragile. Please reuse the original packaging wherever possible. If the original packaging is no longer available, ensure the item is adequately padded to withstand international transit.

Damaged or Defective Items

If your item arrives damaged, defective, or materially different from what was described, KOMO will cover the full cost of return shipping and issue a complete refund or replacement at no charge. See Section 07.

06.  Refunds

Once we have received and inspected the returned item, we will notify you of the outcome. If the return is approved:

—  Refunds are issued to the original payment method within 14 calendar days of our receiving the returned goods, or within 14 days of you providing proof of return dispatch — whichever comes first.

—  Original shipping costs are refunded only in cases of damaged, defective, or incorrect items.

—  Store credit is issued immediately upon return approval if preferred.

Processing times may vary depending on your payment provider. Please allow up to 10 business days for the refund to appear on your statement.

VAT refunds are processed in accordance with EU IOSS regulations. Any applicable customs duties included in your original order are non-refundable for returned items processed under the DDP arrangement, as these have been remitted to customs authorities.

07.   Damaged or Defective Items

Natural stone and ceramic are inherently variable materials. Slight variations in colour, veining, and texture are characteristics of the material and are not considered defects — they are part of what makes each object singular.

A defect is defined as:

—  Structural damage (cracks, chips, or breaks) present on delivery

—  A functional failure of the item as described (e.g., a diffuser that does not hold oil correctly)

—  An item that differs materially from its product description on the website