Refund Policy

General Refund Service Principles

This refund policy formulates unified and standardized after-sales refund service standards for all products sold on our global eyewear e-commerce platform, covering all product categories, all global customer groups and all order scenarios. We adhere to the service tenet of customer priority and honest operation, and provide fair, transparent and efficient refund and return refund services for all customers who purchase products on the platform. All refund rules are formulated based on standardized e-commerce service specifications, with clear process, clear time limit and standardized operation, ensuring that every customer’s legitimate rights and interests are fully protected.
As a professional online eyewear sales platform integrating fashion eyewear and custom prescription glasses, we fully consider the product characteristics and customer shopping needs, and formulate a flexible and rigorous refund service system. The platform supports free return and refund services for eligible orders, with no hidden deduction fees and no unreasonable threshold restrictions. All refund settlements are based on the unified USD currency standard of the platform, ensuring consistent refund amount calculation and settlement standards for global customers, avoiding regional differences and rule discrimination.
The core principle of the platform’s refund service is standardized processing, efficient response and full guarantee. All refund applications submitted by customers will be reviewed and processed by a professional after-sales team in strict accordance with the policy specifications, with standardized review standards and transparent processing progress. We are committed to solving customer after-sales problems in the most efficient way, reducing customer shopping risks, and creating a reassuring and reliable cross-border eyewear shopping environment for global consumers.

60-Day Free Return Eligibility Rules

Our platform provides a 60-day free return service for all valid orders, and the return period is calculated from the date when customers successfully receive the ordered products. Within the 60-day free return cycle, customers can apply for free return processing for any purchased eyewear products if they are not satisfied with the product style, size, wearing effect or other personal reasons, without bearing any return shipping fees or handling fees. The 60-day free return policy applies to all products on the platform, including fashion frame glasses, decorative eyewear, custom prescription glasses and other full product lines, with no product category exemption.
For custom prescription eyewear products with personalized customization attributes, we also fully implement the 60-day free return standard. We understand that personalized customized products may have inconsistent matching degree with personal expectations due to visual deviation or personal aesthetic differences, so we provide the same free return service as conventional products to fully protect the shopping experience of customers who purchase customized products. All return behaviors within the valid period comply with the platform’s official service rules, and customers do not need to provide complex certification materials or reason explanations.
To ensure the smooth processing of free return orders, customers need to ensure that the returned products are kept intact, with complete original packaging, accessories and tags, no man-made damage, scratch, deformation, secondary use and other abnormal conditions. Products that are damaged due to personal improper storage, use or collision will not be eligible for free return service. After the returned products are returned to the platform’s designated warehouse and pass the professional quality inspection, the subsequent refund process will be initiated immediately to ensure the efficient completion of the after-sales process.

5-10 Day Refund Processing Cycle

After the platform receives and completes the inspection of the returned eligible products, the official refund process will be started, and the whole refund settlement will be completed within 5 to 10 working days. The 5-10 day refund cycle is the unified standard for all global return refund orders, covering all payment methods and all customer regions, ensuring consistent processing efficiency for all after-sales refund applications. Working days are calculated based on official business days excluding weekends and public holidays, with accurate and standardized time accounting standards.
In the conventional processing state, most eligible refund orders can complete fund settlement and account arrival within 5-7 working days. For individual orders that need supplementary information verification or systematic reconciliation, the maximum processing time will not exceed 10 working days. Our professional financial after-sales team will conduct real-time review and processing of refund orders, sort out order information, verify product inspection results, and complete fund transfer operations in accordance with the unified USD settlement standard of the platform.
The refund amount will be fully returned according to the actual payment amount of the customer’s original order, including all product payment fees. Since the platform implements a full free shipping policy, there is no shipping fee deduction in the refund process. All refund funds will be returned through the original payment channel to ensure the safety and traceability of fund transactions. Customers can check the refund processing progress and fund arrival status in the platform’s order center in real time, and the system will automatically synchronize the latest processing results.

Free Return Service Scope

All return services initiated by customers within the 60-day valid period enjoy a full free return policy, and all logistics costs generated in the return process are fully borne by our platform. Customers do not need to pay any return shipping fees, packaging fees, inspection fees and other additional expenses, realizing zero-cost return and exchange service. This free return scope covers all global return regions, and there is no regional restriction or differential charging standard.
Whether it is conventional fashion eyewear or high-end custom prescription eyewear, all eligible return orders can enjoy free return service. The platform has signed long-term cooperation agreements with global return logistics suppliers, which can provide stable and efficient return logistics channels for global customers, ensuring that return products can be returned to the designated warehouse safely and quickly. We optimize the return logistics process, simplify the customer’s return operation steps, and provide a one-stop free return after-sales service.
It is clearly stipulated that the free return service is only applicable to product return behaviors within the valid 60-day period and in line with product intact specifications. Return behaviors beyond the valid period or with damaged products will not be included in the free return service scope. While providing generous free return benefits, we also standardize the return service rules to ensure the sustainable and stable operation of the platform’s after-sales system and protect the legitimate rights and interests of both customers and the platform.

Special Refund Scenario Processing Rules

In addition to conventional return and refund scenarios, the platform has formulated standardized processing rules for special refund scenarios such as order cancellation, product quality problems, logistics abnormal loss and wrong goods delivery. For orders that have not been delivered out of the warehouse, customers can apply for order cancellation and full refund at any time after payment, and the platform will complete the refund processing within 5-10 working days after receiving the cancellation application, with no cancellation fee charged.
For products with inherent quality problems such as frame quality defects, lens production flaws and parameter errors of customized products, customers can apply for free return or direct full refund without returning goods within the valid return period after providing valid product problem pictures and videos. The platform will verify the problem information within 1 working day and quickly launch the refund process to ensure that customers are not affected by product quality problems.
For orders with logistics problems such as package loss, long-term non-delivery and serious damage of goods caused by transportation, customers can choose free re-delivery or full refund service according to their own needs. The platform will bear all related losses and complete the corresponding service processing within the specified time limit. All special refund scenarios strictly follow the principle of customer benefit priority, with standardized processing procedures and efficient response speed, fully solving all after-sales refund problems encountered by customers in the shopping process.