Refund Policy

Policy Scope and Basic Principles

This official refund policy formulates unified standardized service rules for all refund applications generated from orders on our eyewear e-commerce platform, clarifies the time limit, process, cycle and qualification standards of refund services, and is applicable to all global consumer orders traded on the platform. As a standardized online eyewear retail platform, we adhere to the principles of fairness, transparency, standardization and customer priority in after-sales refund services, and all refund operations are implemented in strict accordance with official institutional specifications to ensure the legitimate rights and interests of every customer. This policy covers all scenarios including order return refund, unsatisfied product refund and conventional after-sales refund, unifies the global refund service standard system, and eliminates differential treatment in different regions. All refund rules are open and transparent, fully displayed on the official platform, providing clear service guidelines for customers to apply for after-sales refunds, and also providing standardized operational basis for our after-sales service team.

Free Return Service Provisions

Our platform provides permanent free return services for all purchased eyewear products, and customers do not need to bear any return freight, handling fees or procedural fees when applying for eligible return services. The free return policy applies to all product categories on the platform, including fashion trend eyewear, customized prescription glasses, daily casual frames and other eyewear products, with no additional threshold restrictions. We aim to eliminate the shopping concerns of global customers through inclusive free return benefits, allowing users to try and purchase eyewear products with confidence. All return logistics expenses are uniformly undertaken by the platform, which is an important part of our high-quality after-sales service system. Customers only need to submit a standard return application in accordance with the platform process and complete product return delivery, without any additional cost expenditure, realizing zero-cost return service experience.

Sixty-Day Return Eligibility Period

We set a unified 60-day valid return period for all platform orders, and customers can submit return and refund applications within 60 days from the date of successful order delivery and signing. The 60-day return cycle is far higher than the industry average service standard, fully respecting customers’ right of experience and choice in online shopping. Within the valid return period, if customers are not satisfied with the style, wearing effect, matching degree or other conventional experience factors of the eyewear products, they can apply for return and refund in compliance with the policy. For customized prescription eyewear products that meet the return specifications, the same 60-day return protection policy is also applicable. The long-cycle return protection mechanism ensures that customers have sufficient time to experience and inspect products, effectively solving the problems of insufficient experience cycle and difficult after-sales protection in online eyewear shopping, and greatly improving the shopping security of the platform.

Standard Refund Processing Cycle

After the platform successfully receives and verifies the returned complete products, the official refund process will be initiated immediately, and the standard refund processing cycle is 5 to 10 business days. This refund cycle includes all links of product inspection, return qualification review, financial verification and fund settlement, and is a stable operational cycle formed by standardized process optimization of the platform for a long time. Our professional after-sales review team will complete the inspection of returned products within the shortest time to confirm that the products are intact, unused and in line with return specifications. After the review is passed, the financial team will carry out fund settlement and refund operation in strict accordance with the payment path of the original order. All refund processes are automated and standardized on the platform, with clear progress nodes, and customers can check the real-time refund progress through the personal order center, ensuring that every refund operation is standardized and traceable.

Refund Service Rules and Restrictions

To ensure the standardized operation of the global refund system and the fair rights and interests of all users, we have formulated standardized refund service restriction specifications on the premise of fully protecting customer rights and interests. All return and refund applications must be submitted within the valid 60-day return period, and the returned products must keep intact appearance, complete accessories, unused state and original packaging to meet the refund qualification. For individual products that are artificially damaged, severely worn, disassembled privately or lack complete accessories, the platform has the right to reject the refund application in accordance with official rules. All refund funds will be returned through the original order payment channel, and the unified settlement currency of all refund transactions is USD, maintaining the unity and standardization of global fund settlement. We strictly abide by the refund service cycle commitments, and complete all eligible refund operations within 5 to 10 working days to ensure efficient and standardized after-sales service.