Conditions
- Returns are accepted within 14 days of receiving your order.
- Items must be unopened and in original packaging. Opened, damaged, or altered items are not eligible.
- Returns sent back without prior approval will not be accepted.
- Return shipping costs are the customer’s responsibility.
- Our after-sale warranty lasts 14 days from the delivery date (based on tracking info).
For defective products (ripped, incomplete, shriveled, etc.), contact us within the warranty period with clear pictures. We’ll replace the product after verification. Do not discard the lenses or packaging until the issue is resolved.
Return/Refund Process
- Contact Us: Email contact@mail.coleyes.com with your name, order number, and reason.
- Prepare the Items: Ensure items are in original packaging, unopened, and in resalable condition.
- Ship the Items: Use your carrier to send the package and provide us with the tracking number and website.
- Inspection and Refund: Once we receive and inspect your return, we’ll notify you of approval or rejection.
Special Case
Purchase Errors:
- Ordered the wrong prescription or color? Return the product, and we’ll send the replacement. A $16.99 shipping fee applies.
Personal Preferences:
- Don’t like the product (opened):
1. Cut the lenses in half (as per guidelines), contact us within 14 days, and we’ll refund the amount to your account balance. After 14 days, refunds aren’t possible.
2. Exchange for a different pair by paying $10 shipping (one pair only). No need to return the disliked pair.
Refund Delays
If you haven’t received your refund:
- Check your bank account.
- Contact your credit card company or bank, as processing may take time.
- If unresolved, email us at contact@mail.coleyes.com.
Exchanges
Exchanges are only for defective or damaged items. Contact us at contact@mail.coleyes.com for assistance.
Shipping Costs
- Return shipping costs are non-refundable and vary by location.
- For items valued over $75, consider a trackable shipping service or insurance, as we cannot guarantee receipt of your return.