Return & Refund Policy

Last updated: September 15, 2024

14-Day Return Policy

LumEye offers a 14-day return policy. You have 14 days from the receipt of your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must be:

• Unopened with the original packaging

• In good condition

• Not altered in any way

Note: We do not accept items that have been opened, damaged, or altered.

Return Process

1. Contact us at service@lumeye.com before returning any items.

2. Include in your email:

   • Your name

   • Order number

   • Reason for return

3. Wait for our confirmation and instructions.

4. Package the item(s) in the original packaging.

5. Drop off your parcel at your carrier.

6. Provide us with the tracking number and website.

Important: Do not return items to the address printed on the package. We cannot receive them at that location.

Shipping Costs

Customers are responsible for all return shipping costs.

After-Sale Warranty

Our after-sale warranty is valid for 14 days after the parcel has been obtained (according to logistic information).

Quality Issues

If you find quality problems (ripped, incomplete, shriveled, etc.) within the warranty period:

1. Contact us immediately.

2. Provide clear pictures of the defective product.

3. We will check and replace if necessary.

Important: Do not discard the contact lenses or their packages before your issue is resolved.

Non-Returnable Situations

Returns, replacements, or refunds are not available if:

• The color is not what you expected/wanted (when the product is correct)

• The parameters you ordered are not suitable for your eyes

Important Notices

1. Check items for damage or incorrect color before opening.

2. Only one after-sale service is available per order.

3. Different packages may contain lenses with slight color variations.

Refund Process

1. We will inspect the returned item upon receipt.

2. If approved, we will transfer the refund to your account according to our policy.

Before Using the Product

Before opening the contact lenses:

1. Check if the items are damaged.

2. Verify that you received the correct color.

Partial Refund Policy

Buy X Get Y Promotions

In case of stockouts for "Buy X Get Y" promotions:

1. Customer service will contact you for product substitutions.

2. If partial refund is necessary, the amount is calculated as: (Total order amount) ÷ (Total number of products)

Example: $50 order with "Buy 3 Get 2 Free" promotion

• Refund for one out-of-stock item: $50 ÷ 5 = $10

Lost Shipments and Delivery Issues

Contact customer service for assistance with:

• Lost shipments

• Incorrect address information

• Undeliverable or destroyed packages

Other Refunds and Issues

1. Always contact customer service first.

2. We are committed to 100% customer satisfaction.

Important: Filing a PayPal dispute or credit card chargeback without prior communication may result in a $16-20 processing fee per order, charged by the payment processor. To avoid this fee, always contact our customer service team first.

For any questions or to initiate a return, contact us at service@lumeye.com

We appreciate your understanding and cooperation in following this policy to ensure a smooth and cost-effective resolution process for all parties involved.