Returns, Claims and Warranty Policy

Business-to-business policy

Atlas primarily supplies hotels, resorts, villas, lodges, serviced apartments, spas, developers, and other commercial customers. Many products are made, sized, branded, coloured, packed, or manufactured specifically for the customer. Returns and cancellations are therefore assessed according to the product, production stage, approved specification, and applicable commercial documents.

Custom-made and branded goods

Custom-made, non-standard-size, embroidered, branded, colour-matched, specially packed, sample-approved, or otherwise personalised goods are not returnable merely because the customer changes its mind. Once production has started, cancellation may be refused or may require payment of materials, work completed, supplier charges, freight, and other committed costs.

Manufacturing defects and non-conformity

A customer claiming a manufacturing defect, shortage, transit damage, or material non-conformity should notify Atlas promptly and provide the invoice or order reference, product description, quantities affected, photographs or video, packaging details, care history where relevant, and any other reasonably requested evidence. Atlas may inspect the goods or request samples before determining the appropriate remedy.

Available remedies

Where a claim is verified, the remedy may include repair, replacement, re-manufacture, credit, refund of the affected goods, or another commercially reasonable solution. The remedy depends on the nature and extent of the issue, the applicable warranty, product use, care compliance, and the accepted quotation or agreement.

Common exclusions

Claims may be rejected where damage results from misuse, incorrect installation, unsuitable bed bases, moisture, mould, pests, improper storage, excessive heat, harsh chemicals, bleach, incorrect laundry dosing, overloading, unauthorised alteration, normal wear, accident, or failure to follow care instructions.

Warranty documents

A 10-year limited warranty against manufacturing defects applies only to eligible Atlas mattress models expressly identified as carrying that warranty in the applicable quotation, order confirmation, invoice, product specification, or written warranty document. The mattress warranty does not apply automatically to every mattress model and remains subject to the stated warranty conditions, exclusions, approved bed-base requirements, proper use, care instructions, inspection, and verification of the claimed manufacturing defect.

Unless Atlas expressly confirms a separate written warranty for a particular product, bed linen, towels, bathmats, bathrobes, spa linen, pillows, duvets, mattress protectors, pillow protectors, and all other non-mattress products do not carry a fixed-term or durability warranty. Atlas will, however, assess properly documented claims relating to an alleged manufacturing defect or material non-conformity that existed at the time of supply. Any remedy is subject to inspection and verification and to the applicable quotation, approved specification or sample, care instructions, commercial documents, and applicable law.

Normal wear and tear, gradual loss of softness or loft, shrinkage or colour change within accepted manufacturing tolerances, damage caused by laundering, chemicals, bleach, incorrect dosing, excessive temperature, improper drying, misuse, unsuitable storage, moisture, mould, pests, unauthorised alteration, accidents, or failure to follow care and handling instructions are not manufacturing defects and are excluded unless expressly agreed otherwise in writing.

The existence, duration, scope, conditions, exclusions, and remedies of any warranty are determined solely by the product-specific written documents issued or accepted for the relevant order. No general statement on this website creates or extends a warranty beyond those documents or any non-excludable rights available under applicable law.

Approved refunds

Where a refund is approved, it will normally be made using an agreed payment method after the goods, evidence, and commercial records have been reviewed. Freight, customs, clearance, installation, collection, or other external costs are refundable only where expressly agreed or required by applicable law.

How to submit a claim

Send claims to adlan@atlashospitalitysupply.com with the subject line “Product Claim – [Invoice or Order Number]”. Include all supporting documents and photographs so the claim can be assessed efficiently.

This website information is general. Product-specific commercial terms in an accepted quotation, pro forma invoice, order confirmation, warranty document, approved sample, or written agreement take priority where they differ from this page.