Last updated: October 22, 2026
Each EON & KIN personalized piece is made specifically for your order. Please check your photos, wording, selected design and shipping details before placing your order.
1. Cancellations and order changes
You may request a cancellation or change by emailing support@eonandkin.com within 3 hours of placing your order. Include your order number. We use the sending time of your request email to determine whether it is within this window.
Cancellations requested within this window receive a full refund, including any gift box purchased with the order, without a payment-processing fee deduction.
After 3 hours, whether a cancellation or change can be accepted depends on the order's progress. Once production has begun, cancellations or changes for personal reasons cannot be accepted. If we accept a cancellation, we refund the amount actually paid in full.
2. Reviewing your personalization and the 24-hour reply window
If your photo, wording or layout needs attention, we will email the address provided with your order. The notice will explain the issue, our proposed handling and the specific reply deadline.
The 24-hour reply window starts when the notice is successfully sent to your order email address. If sending fails or the message bounces, we pause the order and do not treat it as an unanswered notice.
If we receive no reply within 24 hours and the existing materials are still suitable for normal production, we will proceed according to the original order and the routine handling described in the notice.
This handling is limited to reasonable adjustments that do not change your personalized wording, the subject of your photo or your selected design. After the piece has been correctly made in this way, new personal preferences or change requests are not grounds for a free remake or refund.
Orders with missing essential information, materials that cannot be properly produced, or changes to important personalized content will be paused until we receive explicit confirmation. A lack of reply does not remove our responsibility for production errors or quality defects.
3. Returns of personalized items
Once a personalized piece enters production, we do not accept cancellations, returns, exchanges or refunds because you change your mind, no longer need the item or change your personal preferences.
Shipping damage, quality defects and errors made by us in production or fulfillment are handled under the process below.
4. Reporting an issue and required documentation
You must email your claim and complete supporting documentation within 14 calendar days, counted from the day after the delivery date shown in the carrier's tracking record. The deadline is 11:59 p.m. on day 14 in the time zone of your delivery address. We use the sending time of your claim email.
Your claim must include:
- Your order number, a description of the issue, a photo of the entire piece and clear close-up photos showing the problem.
- For shipping-damage claims, photos of the inner packaging, outer packaging and shipping label are also required. If the packaging is torn, crushed or wet, clear photos showing those areas must be included.
Keep the item, inner and outer packaging and shipping label until a shipping-damage claim has been resolved.
If we verify shipping damage, a quality defect, or a production or fulfillment error made by us, we will remake and reship the affected item free of charge and cover the related shipping costs. If the issue cannot be properly remedied, or a refund is required by applicable law, we will refund the corresponding amounts actually paid and related charges.
Contact us before returning anything. If a return is required for a covered issue, we will provide instructions and cover the return shipping costs.
Claims submitted after the deadline fall outside this 14-day store guarantee, except where applicable law requires otherwise.
5. Customer-supplied content and natural materials
If a piece has been correctly made from the wording, photo and agreed instructions you supplied, a remake requested because of an error in those original materials may require an additional charge. Any charge will be agreed with you before we proceed.
Natural stone varies in texture, vein placement and tone. Reasonable natural variations are not quality defects. Structural cracks, shipping damage and clear production defects are not normal natural variations.
6. Shipping delays and parcels lost in transit
If we cannot ship within the published timeframe, we will notify you of the revised estimate and offer the choice of waiting or cancelling the unshipped items for a full refund.
If a parcel is confirmed lost in transit, we will work with you to arrange a free replacement or a refund.
7. Contact and refund processing
Email support@eonandkin.com with your order number for help.
Refunds are based on the amount actually paid. For a valid cancellation requested within 3 hours of ordering, we will initiate a full refund to your original payment method within 2 business days of receiving the request.
For other after-sales refunds, we will initiate the refund within 2 business days after the issue has been verified and the refund confirmed. Internal reviews will not extend a refund deadline required by law. The time it takes for the funds to appear depends on your payment provider and bank.
This policy does not limit your rights under applicable consumer law.