At LuxuEye, we strive to ensure your satisfaction with every purchase. If, for any reason, you are unsatisfied, we have a straightforward return policy in place to facilitate the process. Please take a moment to review our Return and Refund Policy:

Eligibility for Return

You have a 30-day return window from the date of receiving your order to initiate a return. The cooling-off period, during which you may exercise your right to return the product, ends 30 days after the day on which you or a person designated by you, other than the delivery carrier, takes physical possession of the ordered product. In the case of several products ordered in the same order but delivered separately, the 30-day period starts from the day on which you physically take possession of the last item delivered.

To qualify for a refund, the returned goods must be unworn and in perfect condition, with all accessories and original packaging intact. Products must be returned clean, unworn, and with their security tag still on. We will not be able to refund any goods that do not meet these criteria.

Restocking Fee

If you wish to return frames due to an order error on your part or a change of preference, a 25% restocking fee will apply.

Non-Returnable Items

Unfortunately, sale items are non-returnable and cannot be refunded. Customized items, including prescription and non-prescription lenses, are generally not eligible for a refund unless they are defective or do not match the prescription provided. In the event of a defect or a prescription mismatch, please contact our customer service immediately for assistance.

Return Process

To initiate your return request, please complete our form through the Contact Us page linked below:

LuxuEye contact form

Complete the form accordingly, and our customer service team will get back to you within 1 working day. You will then receive a prepaid return label and further instructions on how to return the order. Please check your spam or junk folder should you not see it.

If you experience any technical problems or do not receive a prepaid label within 2 working days after submitting your return request, please contact our customer service team for assistance.

Return Timeframe

Goods must be shipped back to us within 4 days of receiving the return label. Please ensure that you promptly return the item to avoid any delays in processing your refund.

Return Authorization and Label

To ensure a smooth return process, please obtain authorization from our customer support team before shipping the item back. Any article returned without our authorization or without our provided return label will be ineligible for a refund.

Responsibility for Return Shipping Costs

You are responsible for covering the return shipping costs unless the return is due to a defect or an error on our part.

Refund Method

The responsibility of the item to be returned is yours until it reaches us. Once we receive and inspect the returned item, we will initiate the refund process. You will receive your refund through the original payment method.

Refund Timeline

Once we confirm the glasses are in perfect condition, we will process your refund. The refund will be issued within 1-2 business days. The refund processing time may vary depending on your payment provider’s policies.

Exchange Policy

We do not accept exchanges. If you wish to buy another item, you must follow our return procedure first and then place a new order for the item you wish to purchase. Our staff will treat both orders separately.

Faulty Items / Incorrect Items

All items are quality controlled before being shipped. In the unlikely event that you receive an incorrect or faulty item, please fill out the Return Request Form, add the reason for your return, provide photographs if necessary, and we will assist you in resolving the issue immediately.

Contact Information

For further information or any order, return, or refund-related inquiries, please don’t hesitate to contact our dedicated customer service team.

We are available Monday to Sunday: 8 AM – 21 PM (GMT).

Legal Compliance

For more information on the right of return and refund, we invite you to review our Terms & Conditions.

We appreciate your understanding and cooperation. Thank you for choosing LuxuEye.

Last updated: November 14, 2024