Policies
Returns & Refunds
Last updated: April 2026
Atlantis uses an escrow payment system — your payment is held securely and only released to the supplier once you confirm delivery. This gives you strong protection. If there is a problem with your order, do not confirm delivery and open a dispute.
How Returns Work on Atlantis
Because Atlantis is a B2B marketplace, returns are handled through our dispute resolution process rather than a traditional return flow. The escrow system protects you throughout:
Do not confirm delivery
If goods are wrong, damaged, or missing — do not press "Confirm Delivery". The escrow funds remain held.
Open a dispute
Go to Dashboard → My Orders → Select the order → "Open Dispute". You have 7 days from the expected delivery date.
Provide evidence
Upload photos, describe the issue clearly, and submit the dispute. The supplier will also be contacted.
Resolution
Our team reviews within 48-72 hours. If resolved in your favor, a full or partial refund is issued. If the dispute is rejected, escrow is released to the supplier.
Eligible for Dispute / Refund
- Goods that are significantly not as described in the listing
- Damaged goods on arrival (with photographic evidence)
- Missing items from the order (partial delivery)
- Incorrect products shipped (wrong SKU, size, or variant)
- Expired goods delivered (FMCG products)
Not Eligible
- Change of mind after delivery is confirmed
- Goods that match the product description but were not what the buyer expected
- Damage caused after delivery by the buyer
- Orders for which delivery has been confirmed in the platform without raising an issue
- Disputes raised more than 7 days after delivery confirmation
Refund Timelines
Dispute decision: 48-72 business hours after submission
Refund processing: 1-3 business days after decision
Funds in your account: 5-10 business days depending on your bank
Stripe processing fees (typically 1.4%-2.9% + €0.25) may be non-refundable for orders that were partially fulfilled or where the dispute is partially upheld. Fully cancelled orders before processing are refunded in full.
Physical Returns
In some cases, the dispute resolution process may require you to return goods to the supplier. If a physical return is required, Atlantis will coordinate with both parties. Return shipping costs are typically borne by the party at fault as determined by the dispute outcome. Do not return goods without written confirmation from Atlantis that a return has been authorized.
Need Help?
For questions about a specific order, open a dispute in your dashboard or contact us at Info@atlantisfmcg.com. Include your order number and a description of the issue for the fastest response.