Refund policy

Archive Preservation, Value Protection and Returns

At Atelier Anatole, we regard each of our artefacts as a lasting part of a living cultural archive. Our policies reflect the historical integrity, material purity and uncompromising Swiss precision that shape our house in every detail.

If any of our curatorial protocols is unclear, or if you would like personal assistance, our team is at your disposal at any time at support@atelieranatole.ch.

These policies are in line with Swiss contract law (in particular Art. 184 et seq. and 197 et seq. of the Swiss Code of Obligations, CO) and, where applicable, with mandatory consumer protection provisions of the country of delivery.

1. The curatorial 14-day window (returns and exchanges)

In Switzerland there is no statutory right of withdrawal for online purchases. To nevertheless offer you an effortless and exclusive experience, Atelier Anatole voluntarily grants you a curatorial return and exchange privilege:

• Your request must reach us within 14 days of the physical delivery of the artefact.
• To preserve the untouched, precious character of our archive for future generations, the object must be in flawless original condition: unworn, unused, unaltered and free of odours, traces of cosmetics or any impairment.
• A return is only possible if the artefact arrives with us complete and in its original condition, namely:
  • in the heavy, undamaged 3 mm archive presentation box
  • including all collection-specific protective packaging and accessories (for example the soft microfibre suede pouch belonging to our silk collection, the protective papers or any other enclosed extras)
  • together with the hand-signed, original Scholar’s Index card (certificate of provenance)
  • with proof of purchase (invoice or order confirmation)

2. The return protocol

Every exchange and every return requires prior personal registration and agreement by email: support@atelieranatole.ch

You will receive a personal confirmation from our team as well as all further, carefully prepared instructions for the return.

Return address (exclusively):
Atelier Anatole / MetaXD AG
Emil-Staub-Strasse 2
CH-8708 Männedorf
Switzerland

Logistics and transport risk:

• Switzerland (voluntary exchange): For the safe return of the artefact to our archive, the return shipment is the sender’s responsibility. We strongly recommend an insured and trackable courier service, as we cannot accept liability for parcels lost or damaged on the way back.
• Mandatory statutory rights of withdrawal (for example Liechtenstein): Where the law of the country of delivery grants you, as a consumer, a mandatory right of withdrawal, we will observe it in full. In such cases we will inform you separately about the procedure, deadlines and refund. Where legally permissible and in keeping with our philosophy of value preservation, we convert the equivalent value into a curatorial credit or a direct exchange; where the applicable law mandatorily requires a refund to the original payment method, that requirement takes precedence.

Restocking and unagreed returns:

• For all accepted returns, Atelier Anatole waives restocking, handling and processing fees. The full value of the eligible artefact is credited to you without deductions.
• Artefacts returned without prior written agreement and approval from our house cannot be accepted into our archive, exchanged or credited.

3. Transport damage, defects and incorrect deliveries

Please inspect your parcel with due care immediately upon receipt. In the unlikely event of an irregularity, please contact us without delay, ideally within 5 days of delivery, at support@atelieranatole.ch, if

• the artefact was damaged in transit,
• there is a defect (non-conformity with the contract) or
• you have received the wrong item.

Please send us:

1. Your order number
2. Clear, high-quality photos of the artefact and its packaging (both the inner presentation box and the outer shipping carton)

Once our curators have confirmed a defect or transport damage:

• Atelier Anatole will of course bear the full cost of the return and provide you with a prepaid return label;
• subject to availability within our strictly limited editions, we will prepare the immediate dispatch of a flawless replacement within 14 days of receiving the damaged piece;
• if the artefact is not in stock, you will receive either an equivalent curatorial credit or the remedy or refund required by mandatory law.

Your statutory warranty rights (liability for defects) under Swiss law, in particular Art. 197 et seq. CO, as well as any mandatory foreign consumer protection provisions, remain fully reserved. The contractual provisions of our house never restrict your statutory rights in respect of liability for defects, where the law mandatorily prescribes a different form of remedy.

4. Conditions by product category

The general rules in sections 1 to 3 and 5 to 8 apply to the entire range. In addition, the following conditions apply depending on the product category, regardless of which collection an artefact appears in. Your mandatory statutory rights, in particular warranty for defects, remain reserved in every case.

• Textiles and accessories to be worn (for example silk scarves): return and exchange within 14 days if the artefact is unworn and comes back with all accessories. For silk scarves, this includes the microfibre suede pouch.
• Home textiles and living and table objects (for example made of linen, cotton, wood, ceramic or metal): return and exchange within 14 days if the artefact is unused and complete in its packaging. Grain, glaze, patina and weave structure naturally vary from piece to piece and are not a defect.
• Textiles worn close to the body and hygiene items (for example sleep masks, exfoliating gloves or natural sponges): excluded from return and exchange for hygiene reasons once the packaging has been opened.
• Body care and cleansing products (for example soaps, oils and balms): excluded from return and exchange once the freshness seal has been broken.
• Candles and fragrance objects: excluded from return and exchange once they have been lit or used.

The following also applies to all product categories:

• Made-to-measure and individual acquisitions: Artefacts made to your specific requirements, personalised or individually modified are excluded from return and exchange.
• Reduced items and final archive sales: Sale items, remaining stock and pieces expressly marked as a final archive sale are considered final sale.
• Gift cards and curatorial credits: These are non-refundable and can neither be exchanged for cash nor refunded to the original payment method, unless mandatory law provides otherwise.

If you are unsure whether your chosen artefact is eligible for exchange, please contact our team in confidence before shipping at support@atelieranatole.ch.

5. Voluntary curatorial exchange (Switzerland)

Irrespective of statutory provisions, we offer you a generous option for flexible decisions: untouched artefacts can be returned to our archive in Männedorf within 14 days of delivery (subject to the conditions in section 1).

Upon receipt and successful curatorial inspection, you will receive a curatorial credit equal to the full purchase price paid (without deductions). This credit is valid indefinitely and invites you to discover another exquisite work from our active archive collections at a later date.

6. Statutory right of withdrawal under mandatory law (for example Liechtenstein)

If an artefact is delivered to a country in which you, as a consumer, are entitled under mandatory law to a 14-day right of withdrawal (to our understanding, this may be the case for deliveries to Liechtenstein), the handling of your withdrawal, including the form of refund, is governed by those mandatory provisions. Our voluntary value preservation through curatorial credits applies in these cases only to the extent that it does not conflict with mandatory legal provisions.

In accordance with section 1, the artefact must in this case too be returned to our archive in its original, unworn and flawless condition, complete in its entire archive packaging (including the Scholar’s Index card and proof of purchase).

7. Value preservation and curatorial credits

Once your artefact has arrived in our archive in Männedorf, we will inform you of the result of the curatorial inspection and the applicable form of value preservation.

The philosophy of value preservation (handling of returns):

• Approved voluntary returns and exchanges: After successful curatorial inspection, we will issue a digital curatorial credit code within 10 working days (an indefinitely valid credit for future acquisitions in our archive) or prepare the formal dispatch of your chosen exchange artefact.
• Value preservation instead of refund: In keeping with the exclusivity of our atelier, our appreciation of traditional craftsmanship and to protect the resources of our artisan workshops, we do not, as a matter of principle, provide cash refunds or reversals to the original payment method for voluntary returns. The equivalent value of all acquired pieces is preserved in full without administrative deductions, in the form of curatorial credits or through a direct exchange for another work from our active collection, unless mandatory legal provisions prescribe a different form of refund.
• Processing times: Issuing your credit code and the logistical preparation of a new exchange artefact are carried out with the greatest care and can take up to 10 working days. If more than 15 working days have passed since our confirmation, please contact us at support@atelieranatole.ch.

8. Two-year restoration privilege (house gesture)

Our artefacts are made from pure, noble natural materials and are meant to accompany you on your daily paths and in your rituals. Irrespective of statutory warranty claims, Atelier Anatole offers you a voluntary, exclusive gesture of appreciation:

• If your artefact is accidentally damaged or shows considerable wear within 2 years of the purchase date, you are entitled, once, to a house gesture of 50 % on the acquisition of a new artefact from the same collection.
• This privilege covers wear and damage outside statutory liability for defects. It is recorded personally under your name in our private customer register (independently of the original order number).

This special gesture of the house applies in addition to, and not instead of, your statutory warranty rights under Swiss law and any applicable mandatory foreign provisions.