Politica de rambursare

Order Cancellations

Please note that we do not allow order cancellations once the order has been placed. Each case we sell is a customized, one-of-one product that is immediately sent into production. As a result, every order is made specifically for the individual customer.

If you have entered incorrect shipping information, please contact us immediately at customerservice@thateon.com.

30-Day Return Window

We offer a 30-day return window from the date of delivery.

To be eligible for a return:

• The item must be in the same condition that you received it
• Unused and unworn
• In its original packaging
• With proof of purchase

Returns that do not meet these conditions may be refused.

Return Process

Please contact customerservice@thateon.com to request a return authorization before sending any items back.

RETURN ADDRESS:
29 Seymour Ave, Ottawa Ontario Canada, K2E 6P5

(Please do not return your items without getting return confirmation via email.)

Return Shipping & Restocking Fee

• Customers are responsible for all return shipping costs and any applicable customs fees.
• A 15% restocking fee will be deducted from all approved refunds.

This fee covers handling, inspection, and international logistics costs.

Restocking fees will not be charged if:

• The item is defective
• The item arrives damaged
• The wrong product was shipped

In these cases, please contact us within 48 hours of delivery with photos.

Refunds

Once we receive and inspect the returned item, we will notify you whether the refund is approved.

• Refunds will be issued to the original payment method.
• PayPal refunds are processed within 3 business days.
• Credit/debit card refunds are processed within 7 business days after approval.

Please note your bank or card issuer may require additional time to post the refund.

If more than 15 business days have passed since approval, please contact us at customerservice@thateon.com.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or incorrect so we can resolve the issue.

European Union 14-Day Cooling Off Period

If the merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, in accordance with EU consumer protection laws. The item must still be unused, in original packaging, and with proof of purchase.

Chargebacks & Payment Disputes

We encourage customers to contact us directly at customerservice@thateon.com before opening any payment disputes or chargebacks.

• Opening a chargeback without first contacting our support team may delay resolution.
• If a chargeback is filed after delivery, we reserve the right to provide shipment and policy evidence to the payment provider.
• Unauthorized chargebacks may result in the order being ineligible for refunds, replacements, or future purchases.

Our goal is always to resolve issues fairly and efficiently.