退款政策

Order Cancellations

Please note that we do not allow order cancellations once an order has been placed. Each item we sell is a customized, made-to-order product that enters production immediately. As a result, every order is produced specifically for the individual customer.

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

30-Day Return Window

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

To be eligible for a return:

• The item must be in the exact same condition that you received it.
• Unused, unworn, uninstalled, and free of scratches, scuffs, or cosmetic wear.
• In its original packaging, complete with all included accessories, components, and adhesive films intact.
• Accompanied by proof of purchase (Order Number).

Returns showing signs of wear, usage, installation, or transit damage caused by improper repackaging will be rejected and will not be refunded.

Return Shipping Responsibility (Customer-Paid Returns)

Please review our return shipping rules carefully before initiating a return:

• Customers are strictly responsible for all return shipping costs, courier charges, insurance, and any applicable customs duties or brokerage fees.
• We DO NOT provide prepaid return labels under any circumstances. Return postage will not be paid, reimbursed, or credited by us.
• All returns must be shipped using a trackable shipping service (such as Canada Post, USPS, FedEx, UPS, or DHL with a valid tracking number provided to our support team upon dispatch). We are not responsible for returned parcels lost, delayed, or damaged in transit.
• Postage-due (COD) packages will be automatically rejected at our facility and returned to sender at the sender's expense.
• A 15% restocking fee will be deducted from the final refund amount for all elective returns (including buyer remorse, subjective material or tactile dissatisfaction, and wrong model selection). This fee covers warehouse handling, inspection, and initial international logistics costs.

Return Process

1. Contact Support First: Email customerservice@thateon.com with your order number and clear photos of the items to request a Return Merchandise Authorization (RMA) before shipping anything back.
2. Ship at Your Own Expense: Once your return is authorized, securely package the item and send it to our designated returns facility using a trackable carrier of your choice:

Notice: Unauthorized packages sent back without prior written RMA confirmation will not be processed, restocked, or refunded.

Damaged, Defective, or Incorrect Items

Please inspect your package immediately upon delivery. If an item arrives physically damaged, functionally defective, or is incorrect, please contact us within 48 hours of confirmed delivery with clear photo or video documentation showing the issue and the original packaging.

Once verified and approved by our support team, we will arrange a replacement or waive the restocking fee for your return.

Refund Processing

Once your returned parcel is delivered to our facility and undergoes physical inspection (typically within 3–5 business days), we will notify you of the approval or rejection of your refund.

• Approved refunds will be processed back to the original payment method, minus the applicable 15% restocking fee and original outbound shipping fees.
• PayPal refunds typically settle within 1–3 business days.
• Credit/Debit card refunds typically appear on your billing statement within 5–10 business days, depending on your card issuer.

European Union 14-Day Cooling-Off Period

For merchandise shipped into the European Union, customers have the legal right to cancel or return their purchase within 14 days of receipt in accordance with EU consumer regulations. All returned items must remain completely unused, in original packaging, and customers remain strictly responsible for all return shipping expenses back to our designated facility.

Payment Disputes & Chargebacks

We are dedicated to resolving customer concerns fairly, quickly, and directly. We require customers to contact our support team at customerservice@thateon.com before filing any dispute or chargeback with a payment provider or financial institution.

• Filing a chargeback without following the mandatory return-for-refund process constitutes a breach of purchase terms.
• In the event of a dispute, this published policy, proof of delivery, tracking telemetry, and communication logs will be submitted to the bank as conclusive evidence of completed merchant fulfillment.
• Customers initiating bad-faith or fraudulent chargebacks agree to reimburse The Eon for associated merchant chargeback investigation fees, administrative costs, and recovery expenses.