Policies · Updated October 2026

Returns & refunds

How problems with an order are reported, reviewed and resolved on Atlantis — and what a refund depends on.

  • Confirmed before you pay

    Every order is confirmed by the supplier and approved by Atlantis before you pay. The confirmed terms are saved on your order.

  • No escrow

    Atlantis doesn’t hold payments in escrow. Refunds are arranged by the team after a decision, not automatically.

  • Report first, don’t confirm

    If something is wrong, don’t confirm delivery. Report the problem — your report is the basis for the resolution.

How it works

How returns work on Atlantis

Atlantis is a B2B marketplace, so returns go through a dispute review instead of a retail return flow.

  1. Step 1

    Don’t confirm delivery

    If goods are wrong, damaged or missing, don’t press “Confirm receipt”. Your report is the basis for the resolution.

  2. Step 2

    Report the problem

    In Orders & tracking, open the order and choose “Open a dispute” — within 7 days of the expected delivery date. Disputes can be opened once the order has shipped.

  3. Step 3

    Provide evidence

    Add photos and describe the issue clearly. The supplier is contacted as well.

  4. Step 4

    Resolution

    The team reviews within 48–72 hours. If it is resolved in your favour, the team arranges a full or partial refund or a price adjustment under the confirmed terms.

What qualifies

Eligible for a dispute or refund

A dispute covers problems with what was delivered — not a change of plans after delivery.

Eligible

  • Goods that are significantly not as described in the listing
  • Goods damaged on arrival (with photographic evidence)
  • Items missing from the order (partial delivery)
  • Incorrect products shipped (wrong SKU, size or variant)
  • Expired goods delivered

Not eligible

  • A change of mind after delivery is confirmed
  • Goods that match the description but weren’t what the buyer expected
  • Damage caused by the buyer after delivery
  • Orders whose delivery was confirmed on the platform without raising an issue
  • Disputes raised more than 7 days after delivery confirmation

Timelines

Refund timelines

From the moment your dispute is submitted. Bank processing times are outside Atlantis’s control.

  1. 1/3

    Dispute decision

    48–72 business hours

    after the dispute is submitted

  2. 2/3

    Refund processing

    1–3 business days

    after the decision

  3. 3/3

    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. Orders fully cancelled before processing are refunded in full.

Physical returns

When goods have to go back

Sometimes the dispute resolution requires the goods to be returned to the supplier. If so, Atlantis coordinates with both parties. Return shipping is normally paid by the party at fault, as decided in the dispute outcome.

Don’t send goods back without written confirmation from Atlantis that the return is authorised.

Need help?

Questions about a specific order

Message the Atlantis team from Support → Order conversations, or email Info@atlantisfmcg.com. Include your order number and a description of the issue for the fastest response.

Related policies

Shipping policy Where Atlantis delivers, how delivery is priced and typical transit times.Goods inspection What an inspection checks, and how its report is used to resolve issues.

Have an order issue right now?

Report it from your orders before confirming delivery.

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