After-sale service
Last updated: January 2026
ATHRA Sourcing is a buying agent: we purchase products from third-party Chinese marketplaces on your behalf, inspect them, and ship them to you. The guarantees below describe what we can and cannot do after your parcel leaves our warehouse.
1. Warehouse inspection
Every incoming parcel is opened, weighed, and photographed at our warehouse before it is added to your account. If an item arrives with obvious defects, wrong specs, or missing parts, we will contact you and work with the seller on a refund or replacement. Fine-detail inspection (stitching, QC points, authenticity checks) is available as a paid add-on per product.
2. Missing or damaged in transit
International shipments are insured up to the declared value. If your parcel is lost or damaged in transit, contact support@clubathra.com within 14 days of the delivery scan with photos of the packaging and contents. We will file a claim with the carrier and, where the claim is accepted, refund the insured amount to your ATHRA wallet.
3. Returns
Because we are an agent and not the seller, returns are handled case-by-case with the Chinese merchant. Returns to mainland China are at your own cost and most sellers do not accept change-of-mind returns. You may request a return during the warehouse-inspection window (before the parcel is shipped internationally) at no charge — we will contact the seller on your behalf.
4. Refund route
Approved refunds are credited back to your ATHRA wallet as balance. You can withdraw to the original payment method from the Wallet page. Wallet-to-card withdrawals settle within 3–5 business days.
5. Counterfeits & IP
Products displayed on ATHRA Sourcing originate from third-party platforms (Taobao, Weidian, 1688). We do not manufacture or authorise these goods. Claims of intellectual-property or trademark infringement should be raised with the source marketplace. See also our Terms of service.
6. Support hours
Customer support is staffed Monday to Saturday, 09:00–18:00 CET. Most tickets are answered within one business day.