Effective Date: February 11, 2026
At Atieno Studios, we take pride in the quality of our hand-dyed luxury yarns. We want you to be completely satisfied with your purchase. Please review our returns and refund policy below.
1. Returns Eligibility
We accept returns within 14 days of delivery under the following conditions:
- Products must be unused, unwashed, and in original condition
- Products must be in their original packaging with all tags attached
- You must provide proof of purchase (order number or receipt)
Non-Returnable Items:
- Custom or special-order yarns
- Products that have been used, washed, or altered
- Sale or clearance items (unless defective)
- Gift cards
2. Defective or Damaged Products
If you receive a defective or damaged product:
- Contact us within 7 days of delivery at support@atienostudio.com or 0718582309
- Provide photos of the defect or damage
- We will arrange for a replacement or full refund at no additional cost to you
3. Color Variations
Due to the hand-dyed nature of our products:
- Slight color variations between skeins are normal and not considered defects
- Monitor settings may affect how colors appear online
- We recommend purchasing sufficient yarn for your project from the same dye lot
- Color variation is not grounds for return unless significantly different from product description
4. How to Initiate a Return
To return a product:
- Contact us at support@atienostudio.com or call 0718582309 within 14 days of delivery
- Provide your order number and reason for return
- Wait for return authorization and instructions
- Package the item securely in its original packaging
- Ship the item to the address provided (customers are responsible for return shipping costs unless the item is defective)
Return Address:
Atieno Studios
4330 Westlands, Nairobi
Woodvale Lane
5. Refund Process
Once we receive and inspect your returned item:
- If approved, your refund will be processed within 7-10 business days
- Refunds will be issued to the original payment method
- Shipping costs are non-refundable unless the return is due to our error or a defective product
- You will receive an email confirmation once your refund has been processed
6. Exchanges
We currently do not offer direct exchanges. If you wish to exchange a product:
- Return the original item following our return process
- Place a new order for the desired item
7. Late or Missing Refunds
If you have not received your refund within the specified timeframe:
- Check your bank account or payment provider
- Contact us at support@atienostudio.com or call 0718582309
- Allow additional processing time for your bank or payment provider
8. Shipping Costs for Returns
- Customers are responsible for return shipping costs unless the item is defective or we made an error
- We recommend using a trackable shipping method
- We are not responsible for items lost or damaged during return shipping
9. Cancellations
Before Shipment:
- Orders can be cancelled before shipment for a full refund
- Contact us immediately at support@atienostudio.com or 0718582309
After Shipment:
- Once an order has shipped, it cannot be cancelled
- You may return the item following our standard return policy once received
10. International Returns
- International customers are responsible for all return shipping costs and any customs fees
- Refunds will not include original shipping costs
- We recommend using a trackable shipping method with insurance
11. Damaged in Transit
If your order arrives damaged:
- Do not discard packaging
- Contact us within 48 hours at support@atienostudio.com with photos
- We will file a claim with the shipping carrier and arrange for replacement or refund
12. Contact Us
For any questions about returns or refunds, please contact us:
Atieno Studios
4330 Westlands, Nairobi
Woodvale Lane
Phone: 0718582309
Email: support@atienostudio.com
We are committed to ensuring your satisfaction and will work with you to resolve any issues with your order.