Refund Policy

ATELIER MOUNTS

Returns & Refund Policy

Effective Date: 2025 | Costa Mesa, CA

At Atelier Mounts, every frame is custom-built to your exact specifications — your chosen materials, dimensions, hardware, and approved design. Because of the bespoke nature of our work, our return and refund policy reflects the care, craftsmanship, and materials committed to each individual order.

Please read this policy carefully before placing your order. By submitting a Build Your Masterpiece order, you acknowledge and agree to the terms below.

6.1 Return Policy for Custom Orders

Because all frames are custom-made to your specifications, we do not accept returns or exchanges on custom orders except in the following limited circumstances:

Company error — for example, we shipped the wrong frame, wrong size, or incorrect materials from what was approved
Manufacturing defect covered under our Limited Warranty (Section 5)
The frame arrives damaged in transit (see Section 4.5 for transit damage procedures)

In all other circumstances — including dissatisfaction with the appearance, a change of mind, or buyer's remorse — the order is considered final. This is consistent with industry practice for custom-fabricated goods and is why we provide a full design approval process (including a 2D CAD drawing and a generated final image with one revision) before any order proceeds to production.

⚑ Important: Design approval is your final confirmation. Once you approve the design and production begins,

the order cannot be cancelled, modified, or refunded on the basis of aesthetic preference.

6.2 Return Shipping

If a return is approved because of a Company error or a confirmed manufacturing defect, Atelier Mounts will cover return shipping costs. In all other approved return scenarios, return shipping costs are the responsibility of the customer and are non-refundable.

We strongly recommend using a trackable, insured shipping method for any return. Atelier Mounts is not responsible for items lost or damaged in return transit.

6.3 Return Address & Packaging Requirements

Returns are not accepted without prior written approval from Atelier Mounts. If your return is approved, we will provide you with a return authorization and the appropriate shipping address.

All returns must meet the following conditions:

The frame must be returned in its original packaging or equivalent protective materials
The frame must be in the same condition as received — unaltered and undamaged
A copy of your return authorization must be included inside the package

Any damage that occurs during return shipment due to inadequate packaging is the sole responsibility of the customer and may disqualify the return from processing.

6.4 Refund Processing

Once your return is received and inspected by our team, we will notify you of the outcome within 3 business days. If approved, refunds will be processed within 10 business days of that notification.

All refunds are issued to the original payment method used at the time of purchase. Please allow additional processing time (typically 3–7 business days) for your bank or card issuer to reflect the credit.

Note: Atelier Mounts will not issue refunds to a different payment method, account, or person

than the one used in the original transaction.

6.5 Non-Refundable Circumstances

Refunds are expressly not available in the following situations:

Dissatisfaction with the final appearance or design — you reviewed and approved the design prior to production
Change of mind, buyer's remorse, or regret after production has begun
Damage caused by improper handling, installation, or storage by the customer or a third-party installer
Failure to follow our installation recommendations (professional installation is strongly advised for all frames)
Natural variations in wood grain, fabric texture, or material finish that are consistent with the materials approved

If you have any concerns about your order before approving the final design, we encourage you to reach out directly — we would rather address a concern early than have any customer disappointed after production. One design revision is included at no charge as part of our standard process.

Questions about a return or refund?

Costa Mesa, CA | ateliermounts.com