Returns and complaints

Applies to orders placed in our online shop with delivery within Germany.

Contact

ato GmbH

Torstraße 154

10115 Berlin

Germany

Phone: +49 (0) 30 75439370

Email: [email protected]

Returns

1.1 Withdrawal and returns

If you want to return your order, the rules in our Withdrawal Policy apply. You can notify us of your withdrawal by email or letter and then return the goods.

1.2 How to return an item

Send a short message to [email protected] including:

1. order number
2. your name
3. the item(s) you want to return
4. reason for return (optional, but helpful)

We will send you the return instructions and explain the next steps.

Please pack the item securely, ideally in the original packaging with sufficient protective material. This is especially important for artworks. Use sturdy, shock resistant packaging.

Please include a note in the parcel with your order number and name.

1.3 Return shipping costs

We cover the cost of return shipping.

1.4 Condition of goods and liability for diminished value

You may handle and inspect the goods as you would in a physical store. You are only liable for any diminished value if it results from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

1.5 Refunds

Once we receive your notice of withdrawal, we will refund the purchase price including standard delivery costs. We may withhold the refund until we have received the goods back or you have provided evidence that you have sent the goods, whichever occurs first.

Refunds are made using the same payment method you used for the initial transaction, unless we expressly agree otherwise.

1.6 Exchanges

Exchanges are possible if the requested item is available. For unique items, for example original artworks, an exchange may not be possible. In that case we will refund you after the return.

Complaints

2.1 When to contact us

If something is wrong or your item arrives damaged, please contact us as soon as possible, ideally right after delivery. This helps us resolve the issue quickly. Your statutory rights remain unaffected.

2.2 What we need from you

Please email [email protected] with

1. order number
2. a short description of the issue
3. photos of the item and the packaging if there is shipping damage
4. optionally a photo of the delivery note or shipping label

2.3 Common cases and how we handle them

a) Item arrived damaged

We will review the case and, depending on the situation, offer a replacement, repair, price reduction, or a refund.

b) Wrong item delivered or parts missing

We will arrange a replacement or missing parts delivery and of course cover all related costs.

c) Item is defective

You have statutory warranty rights. We will work with you to find a fair solution, such as repair, replacement, or refund, depending on the case and availability.

2.4 Response time

We usually get back to you within 2 business days with the next steps.