Refund and Return Policy

Last updated: June 30, 2026

Digital products and services

EigenWitness primarily provides digital products and services — including content-provenance certificates, reports, and related digital deliverables. Each is custom-generated from original content that you choose to provide; it is not a pre-filled or off-the-shelf digital product sold identically to everyone. Because these products are created specifically for you and delivered electronically, all sales of digital products and services are final once the product has been delivered or made available to you, and they cannot be returned.

If you believe a certificate or digital deliverable is corrupted, incomplete, or fails to verify, please contact us promptly at orders@eigenwitness.com. We will check the product against our records. Where we confirm a defect on our end, we reserve the right to correct and re-deliver the product; a refund will be offered only if we are unable to correct and re-deliver it.

Physical products

The following terms apply to any physical retail items we offer.

All returns must be requested and approved in advance. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at orders@eigenwitness.com. Please note that approved returns are shipped to our returns location in Rockford, Illinois, USA. The full return address is provided as part of your return approval — please do not ship any item back until you have requested a return and received approval along with the shipping address.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting and receiving approval for a return will not be accepted.

You can always contact us for any return question at orders@eigenwitness.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, including:

• Digital products and services (such as content-provenance certificates and reports), once delivered or made available
• Custom or personalized items, including certificates and reports generated from your own content
• Perishable goods (such as food, flowers, or plants)
• Personal care goods (such as beauty products)
• Hazardous materials, flammable liquids, or gases

Unfortunately, we cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have (where returnable), and once the return is accepted, make a separate purchase for the new item.

Shipping and international orders

We currently ship physical products within the United States only (and, where applicable, to select neighboring countries for mailed corroborating records). We are not set up to ship physical goods to other international destinations at this time.

This is a current operational limit, not a permanent one. We welcome international customers, our digital products and services are available internationally, and we expect to expand physical shipping over time. If you have an international order or a shipping need we don't yet cover, contact us at orders@eigenwitness.com and we'll let you know what's possible.

European Union 14 day cooling off period

Notwithstanding the above, if physical merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please note: we do not currently ship physical goods to the European Union (see Shipping and international orders above), so this cooling-off right will generally not apply to current orders. Our digital products and services remain available to EU customers, subject to the waiver below.

This 14-day cooling-off right does not apply to digital products or services where you have given your express consent to immediate delivery or performance and have acknowledged that you thereby lose your right of withdrawal once delivery or performance has begun. By purchasing and accessing a digital product or service, you agree to immediate delivery and waive the 14-day cancellation right for that purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at orders@eigenwitness.com.