Return policy

1. Cancellations

You have 24 hours after placing your order to cancel it free of charge .
If the cancellation is made within this timeframe, a full refund will be processed and credited to your original payment method within 5 to 10 business days .

2. Damaged or incorrect products

If your order arrives damaged, defective or incorrect , please contact us immediately at the following address:
📧 contact@atelivo.com

Please provide:

A photo or video of the product in question;
Your order number .

In these cases:

We will offer you either a full refund or a replacement of the product at no additional cost ;
NEWGATE will cover all return and reshipping costs .

3. Returns (Money-Back Guarantee)

You can return a product within 14 days of the delivery date if you change your mind.

Return conditions:

The product must be in its original condition (new, unused, in its original packaging ).
Return shipping costs are the responsibility of the customer, unless the product is damaged or the error is ours.

Before returning your package, please contact us at:
📧 contact@atelivo.com
in order to obtain return instructions.

4. Processing time

Once the return is received and approved , the refund will be issued within 5 to 10 business days , to the same payment method used for the purchase.

5. Logistics responsibility

We do everything we can to guarantee fast and secure delivery .
However, once the package has been handed over to the carrier , any delays, losses or damages are the responsibility of the latter.

In case of any problem, our team will assist you in contacting the carrier to find a solution.

6. Money-back guarantee

We offer a 14-day money-back guarantee .
This guarantee does not apply in the following cases:

You refuse delivery of the package to the carrier;
The product is used, damaged or altered by the customer;
You are dissatisfied for purely subjective reasons (e.g., color, personal preference).

Contact

For any questions or requests for assistance, please contact us:
📧 contact@atelivo.com
🕘 Monday to Friday, from 9:00 AM to 5:00 PM