RETURN POLICY
Whether you’ve had a change of heart or something didn’t go quite right with your order, our approach is designed to be straightforward and fair. Below, you’ll find how different situations are handled, from cancelling before dispatch to getting your money back.
Cancelling Before Shipment
If you decide you no longer need an item and it hasn’t yet been shipped or gone into production, you’re welcome to cancel it. In that case, the full amount you paid will be refunded. Once the package is on its way, however, cancellation is no longer possible because the order is already in transit.
What Can’t Be Returned
There are a few products that, by their nature, can’t be taken back. Specifically, anything made to your specifications or personalised for you falls outside the standard return eligibility. Because these items are created just for you, they aren’t covered by the usual return and refund window.
Returning an Item You’ve Received
A return request can be made within 14 days of the delivery date. For a return to be accepted, the product should not have been used, must be in the same state it was when it arrived, and needs to be in its original packaging. Having your receipt or another proof of purchase on hand is also required. The most important step before mailing anything is to get in touch with us at support@eiostockgo.com to confirm the correct return address. Sending the package back to the manufacturer will not work, so please wait for our instructions first.
When the Problem Is on Our Side
Mistakes can happen. If the item you received is damaged or isn’t what you ordered because of an error on our part, we’ll take care of the return shipping costs. You won’t be out of pocket for sending it back to us in that scenario.
When You’ve Changed Your Mind
If you’re returning something for a reason that isn’t due to a fault of ours, you’ll be responsible for the return postage. The cost will vary based on which courier service you choose. No matter the reason for the return, we never charge a restocking fee, and you will only ever be charged for shipping costs once at most—even if a return is involved.
How and When You Get Your Money Back
Once your returned package reaches us and we’ve had a chance to look it over, we’ll send you an email to confirm it has arrived and to let you know if the refund has been approved. When it is approved, the refund is processed within 7 days and goes back to the original payment method you used for the purchase.
If Your Refund Is Taking Longer Than Expected
Sometimes the money takes a little longer to appear on your statement, even after we’ve processed it. If it seems delayed, here is a step-by-step way to track it down:
- Start by checking your bank account once more.
- Next, get in touch with your credit card provider, as posting times can vary.
- After that, contact your bank, since they sometimes have their own internal processing window before the funds are visible.
If you’ve gone through all of those steps and the refund still hasn’t shown up, please send us an email at cs@eiostockgo.com and we’ll look into it for you.
As a final note, please remember that our standard processing time for orders is 2 to 7 days. If you ever have a question about your specific situation, a quick message to support@eiostockgo.com is the best way to get clarity.