Refund policy

EIDO™ — RETURN & EXCHANGE POLICY

Effective Date: 4 February 2026 Version: 1.0 Jurisdiction of Formation: Queensland, Australia

This Return & Exchange Policy forms part of EIDO's Terms of Service and is incorporated by reference. By placing an Order on eidoofficial.com, you agree to the terms of this Policy in full. Defined terms used in this Policy have the same meaning as in the Terms of Service. Nothing in this Policy limits any non-excludable right you hold under the Australian Consumer Law (ACL) or the mandatory consumer laws of your jurisdiction.

TABLE OF CONTENTS

  1. Our Philosophy on Returns
  2. Final Sale — Current Collection Position
  3. Statutory Rights — What We Cannot Take Away
  4. The 14-Day Return Window
  5. Return Eligibility Conditions
  6. Non-Returnable Items & Circumstances
  7. How to Initiate a Return
  8. Return Shipping — Your Responsibility
  9. Inspection, Approval & Outcome
  10. Defective & Non-Conforming Goods
  11. EIDO Marks™ — Your Store Credit
  12. EEA & UK Consumers — Statutory Withdrawal Rights
  13. International Consumer Rights
  14. The Care & Continuity Program
  15. Exchanges
  16. Chargeback Notice
  17. Policy Updates & Future Commitments
  18. Contact

SECTION 1 — OUR PHILOSOPHY ON RETURNS

EIDO makes things to last for ETERNITY. Every piece is developed with intention — the construction, the material, the finish — and we stand behind what we make. Our returns process exists not as a loophole, but as a point of contact. A return is information. It tells us something. We take that seriously.

At the same time, EIDO is a limited-run, small-batch brand. We do not overproduce. We do not discount. And we do not operate returns the way volume-driven fashion does. Our model is built on considered acquisition — we want every customer to own something they have genuinely chosen, and we build our policies to reflect that.

As we grow, our commitments to customers grow with us. The Care & Continuity Program described in Section 14 is a statement of where we are going — a long-term relationship with the things you wear, not a transactional exchange.

For now, this Policy sets out clearly and honestly what your rights are, what we offer, and what we are working toward.

SECTION 2 — FINAL SALE — CURRENT COLLECTION POSITION

2.1 All Current Products Are Final Sale

At this stage of EIDO's development, all products sold on eidoofficial.com are designated as Final Sale unless expressly stated otherwise at the time of purchase or in a specific product listing.

This means:

  • Change-of-mind returns are not accepted
  • Size or colourway exchanges are not offered as a standard entitlement
  • No cash refund is available for change-of-mind purchases
  • No EIDO Marks™ credit is issued for Final Sale returns except in the circumstances described in Sections 3 and 10

2.2 Why Final Sale

This position reflects the realities of small-batch manufacturing. Each unit produced is a deliberate and finite object. We encourage customers to purchase with intention, to review size guides carefully, and to contact us before ordering if they have any questions about fit, fabric, or construction.

2.3 This Will Change

EIDO's Final Sale position is a starting point, not a permanent stance. As our infrastructure, logistics, and Care & Continuity capabilities develop, we will progressively open return and exchange avenues for customers. Changes to this position will be announced through our Studio Dispatches and social channels before they take effect.

SECTION 3 — STATUTORY RIGHTS — WHAT WE CANNOT TAKE AWAY

The Final Sale position in Section 2 does not — and cannot — override your non-excludable statutory rights. Nothing in this Policy limits, restricts, or modifies any consumer guarantee, right, or remedy to which you are entitled under:

  • The Australian Consumer Law (ACL) — including guarantees of acceptable quality, fitness for purpose, and correspondence with description
  • The Consumer Rights Act 2015 (UK)
  • The Consumer Rights Directive and applicable national implementing legislation (EEA)
  • The Consumer Guarantees Act 1993 (New Zealand)
  • Applicable state, provincial, or federal consumer protection laws (United States and Canada)
  • Any other mandatory consumer law applicable in your jurisdiction of residence

Where a Product is genuinely defective, does not match its description, or otherwise fails to meet a statutory consumer guarantee, your rights to remedy — including repair, replacement, or refund — exist independently of and are not affected by EIDO's Final Sale designation or any other provision of this Policy.

Those rights are described in full in Section 10.

SECTION 4 — THE 14-DAY RETURN WINDOW

4.1 Window for Eligible Returns

For Products that are not designated Final Sale (including any future products for which EIDO expressly opens returns), customers must initiate a return request within 14 calendar days of the date on which the Product is delivered to the specified delivery address or collected from a designated collection point.

4.2 Initiation Requirement

A return is "initiated" when you contact EIDO at clientcare@eidoofficial.com with a valid return request in accordance with Section 7. Initiation alone does not guarantee approval — the Product must also satisfy the eligibility conditions in Section 5.

4.3 No Extensions

The 14-day window will not be extended except:

(a) where required by applicable mandatory law (including the EEA and UK 14-day statutory withdrawal right described in Section 12); or (b) at EIDO's sole and absolute discretion on a case-by-case basis.

4.4 Defective Products — Separate Timeframe

The 14-day window does not apply to claims for Defective Products under Section 10. Defect claims are governed by the timeframes prescribed under the ACL and applicable mandatory consumer laws, which may be significantly longer.

SECTION 5 — RETURN ELIGIBILITY CONDITIONS

For any return that is not a Final Sale item and not a defect claim, the following conditions must all be satisfied for a return to be approved:

(a) Timing: The return request must be initiated within 14 calendar days of delivery, as described in Section 4.

(b) Unworn: The Product must not have been worn. This means it has not been put on the body for any purpose other than a brief, clean try-on in appropriate indoor conditions.

(c) Unwashed: The Product must not have been washed, dry-cleaned, or treated in any way.

(d) Unaltered: The Product must not have been modified, hemmed, tailored, embroidered, or altered in any way.

(e) Tags Intact: All original EIDO hang tags and any additional labels must be attached in their original position and condition. Removal of tags renders the item ineligible for return regardless of any other factor.

(f) Original Packaging: The Product must be returned in its original EIDO zip-lock bag, in the same condition as received. Damaged, missing, or substituted packaging will result in the return being rejected or a deduction being applied to any credit issued.

(g) Proof of Purchase: A valid proof of purchase (order confirmation email or order number) must be provided.

(h) Not Non-Returnable: The Product must not fall within any of the non-returnable categories in Section 6.

EIDO's inspection team will assess all returned items against these conditions upon receipt. Approval is not guaranteed by initiation of a return request.

SECTION 6 — NON-RETURNABLE ITEMS & CIRCUMSTANCES

The following items and circumstances are not eligible for return or exchange under any circumstances, except where required by applicable mandatory law for Defective Products:

(a) Final Sale Items: All current EIDO products, as designated under Section 2.

(b) Worn or Used Items: Any Product that shows evidence of wear, use, odour, makeup, deodorant, staining, or any other signs of use beyond a brief indoor try-on.

(c) Washed or Treated Items: Any Product that has been laundered, dry-cleaned, steam-treated, or otherwise washed or processed.

(d) Altered Items: Any Product that has been modified, tailored, embroidered, printed, distressed, or otherwise changed from its original state.

(e) Items Without Tags: Any Product from which the original hang tags or labels have been removed or damaged.

(f) Items Not in Original Packaging: Any Product returned without its original EIDO zip-lock bag.

(g) Items Not Purchased on eidoofficial.com: Products purchased through any channel other than eidoofficial.com — including authorised or unauthorised resellers, secondary markets, and third-party platforms — are not eligible for return through this Policy.

(h) Customised or Personalised Items: Any Product that has been customised, personalised, or modified at the Customer's request (including through the Care & Continuity Program's customisation services once operational).

(i) Items Reported Outside the Return Window: Any return request initiated outside the 14-day window, except where required by applicable mandatory law or expressly approved by EIDO.

(j) Items Subject to Chargeback: Any Product associated with an active or completed chargeback dispute will not be accepted for return, and any pending EIDO Marks™ credit will be suspended pending resolution.

SECTION 7 — HOW TO INITIATE A RETURN

Where a return is eligible (i.e., not Final Sale, within the return window, and meeting the conditions in Section 5), the process is as follows:

Step 1 — Contact Us Email clientcare@eidoofficial.com with the subject line "RETURN REQUEST — [Your Order Number]" and include:

  • Your full name and order number
  • The item(s) you wish to return and the reason for return
  • Confirmation that all eligibility conditions in Section 5 are met
  • Clear photographs of the item(s) in their current condition, including tags and packaging

Step 2 — Await Authorisation EIDO will review your request and respond within 3 Business Days with either:

  • A Return Merchandise Authorisation (RMA) number and return instructions; or
  • A notification that your request does not meet the eligibility criteria, with reasons

Do not ship any item back to EIDO without a valid RMA number. Items returned without authorisation will not be accepted, will not be credited, and EIDO accepts no responsibility for their loss.

Step 3 — Ship the Item Once you have received your RMA number, ship the item to the address provided by EIDO within 5 Business Days. The item must be:

  • Securely packaged in the original zip-lock bag and appropriate outer packaging to prevent transit damage
  • Labelled with your RMA number clearly visible on the outer packaging
  • Sent via a trackable shipping service at your cost (see Section 8)

Step 4 — Inspection & Outcome Upon receipt, EIDO will inspect the item and notify you of the outcome within 5 Business Days (see Section 9).

SECTION 8 — RETURN SHIPPING — YOUR RESPONSIBILITY

8.1 Customer Bears Return Shipping Costs

Except in the case of a confirmed Defective Product (Section 10), all return shipping costs are the Customer's sole responsibility. This includes:

  • The cost of return postage or courier services
  • Any packaging materials used for the return
  • Any re-import duties, taxes, or customs fees applicable to the returned goods entering Australia
  • Any customs brokerage or clearance fees in Australia

8.2 Use of Trackable Service

EIDO strongly recommends using a trackable, insured return shipping service. EIDO is not responsible for items lost or damaged in transit during a return. If a returned item does not reach EIDO, no credit or remedy will be issued, regardless of the Customer's claim that it was dispatched.

8.3 Defective Products — EIDO Covers Return Shipping

Where EIDO confirms that a return is being made due to a confirmed Defective Product under Section 10, EIDO will cover the reasonable cost of return shipping by providing either a prepaid return label or reimbursement of reasonable return postage costs. Instructions will be provided in the RMA communication.

8.4 Our Future Commitment on Return Shipping

EIDO is actively working toward a model in which all approved returns are handled end-to-end by EIDO — including the cost and logistics of return collection. This commitment will be announced formally through our Studio Dispatches and social channels when it is ready to launch. It is part of our broader Care & Continuity commitment to customers.

SECTION 9 — INSPECTION, APPROVAL & OUTCOME

9.1 Inspection on Receipt

Upon receiving a returned item, EIDO's quality team will inspect it against the eligibility conditions in Section 5 within 5 Business Days of receipt.

9.2 Approved Returns

Where a return is approved, EIDO will issue EIDO Marks™ (store credit) to the value of the original product purchase price (excluding any original shipping costs absorbed by EIDO, which are non-refundable and non-creditable). The Marks™ will be applied to your EIDO account within 3 Business Days of approval.

9.3 Rejected Returns

Where a returned item does not meet the eligibility conditions, EIDO will notify you within 5 Business Days of inspection. In such cases:

(a) no EIDO Marks™ will be issued; (b) EIDO will offer to return the item to you at your cost within 10 Business Days of notification; and (c) if you do not arrange and pay for re-delivery within that period, EIDO reserves the right to dispose of the item responsibly.

9.4 Partial Approval

Where a multi-item return is partially eligible (e.g., one item passes inspection and another does not), EIDO will approve and credit the eligible item(s) only and notify you of the rejected item(s) separately.

9.5 Deductions

EIDO reserves the right to deduct from the EIDO Marks™ value any of the following where applicable:

(a) the cost of re-packaging where original packaging is returned damaged or substituted; (b) any diminution in value resulting from handling beyond what is necessary to assess the item; and (c) any costs incurred by EIDO in connection with an incorrectly initiated or fraudulent return.

SECTION 10 — DEFECTIVE & NON-CONFORMING GOODS

10.1 Your Statutory Rights Are Intact

Nothing in this Policy limits your rights in respect of a genuinely Defective Product. Where a Product:

  • is not of acceptable quality (has a fault, defect, or is not durable for its intended use);
  • does not match its description on the Site;
  • is not fit for the purpose for which goods of that kind are ordinarily used; or
  • does not correspond with any sample or demonstration model,

you have rights under the ACL and applicable mandatory laws that exist regardless of EIDO's Final Sale position.

10.2 Reporting a Defect

If you believe a Product is defective or non-conforming, contact us at clientcare@eidoofficial.com as soon as reasonably practicable after discovery of the defect, with:

  • Your order number and the date of delivery
  • A clear written description of the defect or non-conformity
  • Photographs clearly showing the defect, including close-up and full-garment shots
  • Confirmation that the defect was not caused by misuse, accident, failure to follow care instructions, or normal wear and tear

10.3 Assessment

EIDO will assess all defect reports within 5 Business Days of receipt. EIDO may, in its reasonable discretion, request the return of the item for physical inspection before determining the appropriate remedy. Where return is requested, EIDO will provide a prepaid return label.

10.4 Remedies for Defective Products

Where EIDO confirms a Product is Defective, EIDO will offer one of the following remedies, in accordance with the ACL and applicable mandatory laws:

(a) Minor Failure: At EIDO's election — repair, replacement with an equivalent Product, or EIDO Marks™ credit to the full purchase price.

(b) Major Failure: At the Customer's election — full refund to the original payment method, replacement with an equivalent Product, or EIDO Marks™ credit to the full purchase price.

A "major failure" is one that a reasonable consumer would not have bought the Product knowing about it, or that significantly affects its use or value, or that cannot be fixed within a reasonable time.

10.5 What Does Not Constitute a Defect

The following do not constitute a defect for the purposes of this Policy or the ACL:

(a) minor variations in colour, texture, or finish that are a natural consequence of small-batch, artisanal manufacturing and do not affect the quality or function of the garment; (b) damage resulting from failure to follow EIDO's care instructions; (c) damage caused by misuse, accidents, exposure to chemicals, or unreasonable handling; (d) normal wear and tear consistent with the expected lifespan of the garment; and (e) subjective dissatisfaction with the fit, drape, or aesthetic of a Product that corresponds with its description.

SECTION 11 — EIDO MARKS™ — YOUR STORE CREDIT

11.1 Default Return Remedy

Where a return is approved under this Policy, the default remedy is the issuance of EIDO Marks™ — EIDO's non-cash store credit — to the value of the original purchase price of the returned item (net of any non-refundable amounts).

11.2 Nature of EIDO Marks™

EIDO Marks™ are:

  • Non-cash: not legal tender and not redeemable for money except where required by applicable law
  • Non-transferable: cannot be gifted, sold, or moved between accounts
  • Non-expiring: do not expire while your account is active and in good standing
  • Brand-bound: redeemable only on eidoofficial.com toward future purchases

11.3 Use of EIDO Marks™

EIDO Marks™ may be applied at checkout toward any future purchase on eidoofficial.com. They cannot be used in conjunction with certain promotional offers unless expressly stated.

11.4 Account Standing

EIDO Marks™ balances may be forfeited where an account is suspended or terminated for breach of the Terms of Service, including Chargeback Abuse.

11.5 Full Terms

The Marks Policy (published separately on the Site) governs the full terms of the EIDO Marks™ program, including issuance rates, usage rules, and revocation conditions.

SECTION 12 — EEA & UK CONSUMERS — STATUTORY WITHDRAWAL RIGHTS

12.1 Right of Withdrawal

If you are a consumer habitually resident in the European Economic Area (EEA) or the United Kingdom, you have a statutory right under the EU Consumer Rights Directive (and its national implementing legislation) or the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to withdraw from your purchase contract within 14 calendar days of taking physical possession of the goods, without giving any reason.

12.2 How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, notify EIDO before the 14-day withdrawal period expires by sending a clear written statement to clientcare@eidoofficial.com. You may use the model withdrawal form below, though it is not mandatory:

Model Withdrawal Form

To: EIDO Customer Care — clientcare@eidoofficial.com

I/We [] hereby give notice that I/We [] withdraw from my/our [*] contract of sale of the following goods:

Ordered on [] / received on []*

Name of consumer(s):

Order number:

Signature (if notified on paper):

Date:

12.3 Returning the Goods

You must return the goods to EIDO without undue delay and no later than 14 calendar days after communicating your withdrawal. You bear the direct cost of returning the goods.

12.4 Refund

Where you validly exercise your right of withdrawal, EIDO will refund to your original payment method:

(a) the purchase price of the returned goods; and (b) the cost of standard outbound delivery (where applicable — EIDO's shipping is complimentary, so no outbound delivery charge will have been made),

within 14 calendar days of receiving the returned goods or evidence of return, whichever is earlier.

12.5 Diminished Value

You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. EIDO reserves the right to deduct an appropriate amount from the refund to account for any such diminished value.

12.6 Exclusions from Withdrawal Right

The right of withdrawal does not apply to:

(a) goods made to the consumer's specifications or clearly personalised; or (b) sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (where applicable to EIDO's product range).

SECTION 13 — INTERNATIONAL CONSUMER RIGHTS

13.1 Non-Waivable Rights Preserved

This Policy does not limit, exclude, or waive any non-excludable consumer right, remedy, or protection applicable to you under the mandatory laws of your jurisdiction of residence. To the extent of any conflict between this Policy and your non-waivable statutory rights, your statutory rights prevail.

13.2 New Zealand

Consumers in New Zealand have rights under the Consumer Guarantees Act 1993 (NZ) and the Fair Trading Act 1986 (NZ) that are substantially equivalent to those under the ACL. EIDO will honour those rights regardless of any contrary provision in this Policy.

13.3 United States

Some US states provide statutory refund rights (including for defective or significantly delayed goods) under applicable state consumer protection law. Where such rights apply under mandatory law, EIDO will honour them.

13.4 Canada

Consumer protection legislation applicable in your province or territory may provide you with additional rights regarding internet and distance contracts, cancellation, and refunds. Where such rights apply, EIDO will comply.

13.5 Other Jurisdictions

Consumers in all other jurisdictions retain their non-waivable statutory rights under their local mandatory laws. EIDO will comply with applicable mandatory consumer laws in all jurisdictions in which it sells Products.

SECTION 14 — THE CARE & CONTINUITY PROGRAM

14.1 What It Is

The EIDO Care & Continuity Program is EIDO's commitment to a relationship with its customers that does not end at the point of purchase.

We believe the things you wear accumulate meaning over time. They carry context — of where you were, what you were moving through, how you were built then. We do not believe those things should be discarded. We believe they should be returned to, restored, and in some cases, transformed.

The Care & Continuity Program is being built to honour that belief at a structural level.

14.2 What It Will Offer

The program is currently in development. When launched, it is intended to include some or all of the following:

(a) Garment Return for Restoration Customers will be able to return EIDO pieces — regardless of age or condition — for professional restoration and repair. The program is designed around garment longevity, not replacement cycles.

(b) EIDO Workshops Customers will have the option to attend EIDO-hosted workshops and participate directly in the restoration or reconstruction of their own garments. These sessions are designed as genuine craft experiences — an education in how pieces are built, what happens to fabric under time and use, and what restoration actually requires.

(c) Passive Restoration For customers who prefer not to attend, EIDO handles the restoration process in full. Customers receive documentation, film, or other creative output capturing what was done and why — so the experience of the piece's continuation is communicated, not just performed.

(d) Customisation Services The program will offer considered customisation options — structural and aesthetic — for customers who want to evolve a piece they already own. This is not fast-fashion personalisation. It is deliberate modification with EIDO's involvement and craft standards applied.

(e) Creative Participation Beyond restoration, the program is conceived as a point of genuine creative contact between EIDO and the people who wear its work. More detail on this will be released through Studio Dispatches and social channels as the program takes form.

14.3 Charges

Some services within the Care & Continuity Program will be offered as add-ons at a charge. Pricing, service descriptions, and terms for each service will be published in full at the time of launch. EIDO will always communicate clearly what is complimentary and what carries a cost before any service is rendered.

14.4 Membership

The Care & Continuity Program may, in future, be structured around a membership tier. Where a membership model is introduced, existing EIDO customers will receive advance notice, and transition arrangements will be offered to acknowledge loyalty. Membership details will be announced through Studio Dispatches and EIDO's social channels.

14.5 Current Commitment

As it stands, the Care & Continuity Program is a committed intention to all EIDO customers, not a launched product. It is being announced here as part of EIDO's transparency with the people who invest in our work — so that you know the relationship you are entering when you buy an EIDO piece is not a transaction with an end date.

Thoughts, suggestions, and questions about the program are genuinely welcome at clientcare@eidoofficial.com. This is being built for you and with your use in mind.

14.6 Legal Status

The Care & Continuity Program, until formally launched and its specific terms published, does not create any legally enforceable entitlement to any specific service, timeframe, or pricing. Its inclusion in this Policy constitutes a public commitment and statement of intent only.

SECTION 15 — EXCHANGES

15.1 No Standard Exchange Entitlement

EIDO does not currently offer size or colourway exchanges as a standard entitlement. Given our limited-run production model, we cannot guarantee that an alternative size or colourway will be available at the time a return is processed.

15.2 Exchange Requests

Where a Customer would prefer a direct exchange over EIDO Marks™ credit, and where the desired alternative is in stock at the time of the approved return, EIDO may, at its absolute discretion, facilitate a direct exchange. Such exchanges are not guaranteed and are subject to:

(a) the returned item meeting all eligibility conditions in Section 5; (b) the desired alternative being in stock in the Customer's required size and colourway at the time of assessment; and (c) any price difference being settled via EIDO Marks™ or additional payment as applicable.

15.3 Exchange Process

Exchange requests must be communicated at the time of initiating the return request in accordance with Section 7, and will be assessed alongside the standard return request. EIDO will confirm availability as part of the RMA response.

SECTION 16 — CHARGEBACK NOTICE

Initiating a chargeback or payment dispute with your card issuer or financial institution in relation to an EIDO purchase, in circumstances where the Order was legitimately fulfilled, constitutes Chargeback Abuse under EIDO's Terms of Service.

EIDO reserves the right to contest all chargebacks with evidence of fulfilment, tracking, and correspondence. Customers who engage in Chargeback Abuse will have their accounts permanently suspended, their EIDO Marks™ forfeited, and may be subject to legal action for recovery of the disputed amount and associated costs.

If you have a genuine concern about an Order, please contact clientcare@eidoofficial.com before initiating any dispute through your financial institution. We are committed to resolving genuine issues promptly and fairly.

SECTION 17 — POLICY UPDATES & FUTURE COMMITMENTS

17.1 This Policy Will Evolve

EIDO's returns and exchange position is intentionally conservative at this stage of the brand's development. As our operations, logistics infrastructure, and Care & Continuity capabilities develop, this Policy will be updated to reflect expanded customer entitlements.

Material changes to this Policy will be announced through Studio Dispatches and EIDO's social channels before they take effect, giving customers advance notice of improved terms.

17.2 Your Rights Are Not Reduced

No future update to this Policy will reduce any right you have already vested under a prior version of the Policy at the time of your purchase. Future updates will only expand or clarify customer entitlements, not restrict them, except where required by applicable law.

17.3 Stay Connected

Follow EIDO's Studio Dispatches and social channels for announcements on:

  • Care & Continuity Program launch
  • Expansion of return windows
  • Introduction of direct exchanges
  • End-to-end return logistics handled by EIDO
  • Membership and loyalty program details

SECTION 18 — CONTACT

For all returns, exchange requests, defect reports, Care & Continuity enquiries, or general questions about this Policy:

EIDO Customer Care 📧 clientcare@eidoofficial.com 🌐 www.eidoofficial.com

Please include your order number in all correspondence. EIDO will endeavour to respond to all return and exchange enquiries within 3 Business Days.

For defect claims or urgent matters, mark your subject line "DEFECT CLAIM — [Order Number]" or "URGENT — RETURNS" to ensure prompt handling.

EIDO™ — EREFRACTUM DORUSIUM. © 2026 EIDO™. All rights reserved.

This Return & Exchange Policy was last updated on 4 February 2026.

Legal Disclaimer: This Return & Exchange Policy has been prepared for operational and informational purposes. EIDO recommends obtaining independent legal advice from a qualified Australian solicitor with expertise in consumer law and e-commerce before publishing or relying upon this Policy. Consumer return rights vary significantly by jurisdiction and are subject to legislative change.