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Return & Refund Policy
Last Updated: 31.12.2025
At Team Athero Shop, your satisfaction is our priority. We are committed to ensuring that the product you receive is exactly what you ordered. To maintain the highest standards of quality and service, we have outlined our delivery and return procedures below.
📦 Delivery & Unboxing Guidelines
To ensure a smooth experience and protect your purchase, please follow these essential steps upon delivery:
1. The "No Open-Box" Policy
As we work with third-party delivery partners, Open Box Delivery (checking the item before payment/acceptance) is currently unavailable. However, we guarantee that the item dispatched is identical to your order.
2. Mandatory Unboxing Video
To protect against transit damage or missing items, a continuous unboxing video is mandatory for all return or replacement claims.
How to film your unboxing:
- Step 1: Before opening, take a clear photo of the shipping label on top of the parcel.
- Step 2: Record a full 360-degree view of the unopened package to prove it has not been tampered with.
- Step 3: Film the entire unpacking process in one single, unedited clip.
- Step 4: Ensure all edges, components, and the product's condition are visible. If there is physical damage or a usage mark, point it out clearly in the video.
🔄 Replacements & Claims
If your product arrives damaged or is not what you ordered, we are here to help!
- Timeline: Please notify us of any issues immediately upon delivery.
- Resolution: Once the unboxing video is verified, we will initiate a replacement as quickly as possible.
- Requirement: Claims without a valid, unedited unboxing video cannot be processed for damage or missing items.
Why can't I open the box before accepting delivery?
Due to our partnership with third-party delivery services, open-box delivery is not currently available. However, we ensure quality control before dispatch and require unboxing videos for any claims.
What if I forget to record the unboxing video?
Unfortunately, without a proper unboxing video, we cannot process claims for damaged or missing items. Please make sure to record from the moment you receive the package.
How long do I have to report an issue?
Please report any issues immediately upon delivery. The sooner you contact us with your unboxing video, the faster we can resolve your concern.
For any questions or concerns, please contact our support team.
