While we understand that there are instances when you might have received a wrong or defective product, we are unable to process your refund/return/exchange request.
Any issues pertaining to the delivery of your order, condition of goods, cancellation or refund should be raised directly with the merchant. You can normally find a merchant’s contact details on their website. Kindly note that returns are subject to the individual merchant’s policy, which can typically be found on their website or by contacting them directly.
If the merchant processes a refund, it will be reflected in your order details under "Bills" in Atome app.
1) Refund to card
Once the merchant processes a refund, the amount will be credited to your card that is tagged to your Atome account within 10 to 15 business days. There is, however, a dependency on how long your card banks take to credit the refund.
If your refund is processed within 3 days after your order date, the refund may go through in the form of a reversal. In the case of a reversal you will not see a refund credit on your statement – you will just see the original authorisation drop off their statement entirely after a few days. There will be no payment, and no refund. It will appear as if the whole transaction never happened. You may contact your bank to confirm this.
If you have any questions on your refund, please submit a request and provide us with your Order ID and refund amount for us to advise you on the refund status.
Cancellation or closing of card
If you have cancelled or closed your card during the time the purchase was made, please contact your card issuer or bank to locate the returned funds and ensure that they are properly paid out to you. If your bank requires refund details e.g. refund date and amount, you can get in touch with us and ask for your refund confirmation.