Refund policy

Our hand-crafted watches from EONIQ Atelier are artisanal products, either fully custom or original designs. Custom watches are made-to-order and uniquely produced for you, making returns challenging post-production. Original designs (non-custom) qualify for a limited return window. This policy ensures fairness while protecting our small-scale craftsmanship.


Refund Policy

Custom Watches (with personalization)

  • No Returns for Buyer's Remorse: Once production begins (typically within 24-48 hours of order), we cannot accept returns or refunds for change of mind. Each watch is tailored to your specs and cannot be easily repurposed or resold.
  • Defects Only: Returns accepted within 14 days of delivery if defective upon shipment (e.g., mechanical issues, assembly errors). Provide photos/details via our contact form; we'll repair, replace, or refund (including original shipping if our fault).

Original Designs (no custom elements)

  • Customers have 14 days from delivery to request a return, refund, or exchange.
  • Return items within 14 days of notification, in original unused condition and packaging.
  • Full purchase price refunded upon receipt (shipping non-refundable unless defective).
  • For exchanges, replacement ships after we receive your return.
  • Damaged, incomplete, or used items rejected—no refund/exchange (as they can't be resold).

General Notes:

  • Refunds process in 7-10 business days to original payment.
  • Contact contact@eoniq.co for assistance.

Terms of Service

By ordering, you agree to these terms governing purchases from EONIQ Atelier.

Orders and Production

  • All watches are meticulously hand-assembled, with PAD-printed dials crafted by hand and watch hands featuring handmade flame-blued finishes. The watchmaking process, including rigorous testing, takes approximately 2 weeks.
  • Prices exclude import duties/taxes (e.g., UK 20% VAT, EU avg. 21%, CA 13-15%, US 6-7%, AU 10%)—your responsibility.

Payments and Shipping

  • Full payment via Shopify (cards, PayPal).
  • Worldwide shipping from Hong Kong; trackable, 5-20 days delivery.
    - Express Shipping: 3 - 7 working days
    - Standard Shipping: 10 - 18 working days?
  • Title/risk passes to you at carrier handover.

Warranties and Liability

  • 24-month warranty on manufacturing defects (excludes wear, misuse).
  • No liability for indirect damages or lost value.
  • Images approximate; hand-crafted variations possible.

Cancellations and Changes

  • Pre-production cancellations: Full refund minus 3% fee.
  • No cancellations post-production for customs.
  • We reserve right to cancel for fraud/stock issues (full refund).

Governing Law

Hong Kong law applies. Disputes in Hong Kong courts.

Last updated: March 16, 2026. Check for updates; continued purchases imply acceptance. Questions? contact@eoniq.co