Returns & Refund Policy
Charmoo is committed to ensuring your complete satisfaction with every purchase. But just in case you're not 100% satisfied, we have a straightforward return policy to make the process as smooth as possible.
180-Day Guarantee
Charmoo offers a 180-day warranty (from the date of receipt of the product) covering apparent defects in materials and workmanship. This warranty does not cover damage caused by accident, neglect or improper maintenance. Since rimless glasses are fragile, they are not included under this provision.
30-Day Exchange & Return
Unsatisfactory products can be exchanged or refunded within 30 days of being received. It is not possible to process a request for a refund for non-quality issues for items that have expired during this 30-day window.
Each order is eligible for a one-time exchange/return for any reason.
Non-quality problems
Considering the unique nature of the product, glasses are customized items that cannot be replaced due to non-quality issues.
If it is due to an error in our manufacturing and processing, after verification we will remake the glasses for you at no charge, or provide 100% refund to the original payment method
Order Modification/Cancellation
If you want to modify/cancel your order, please contact Charmoo Customer Service Team within 12 hours after placing the order. Because the glasses will be customized after 12 hours. An extra charge will be generated if there is a price difference. For any requests for modification/cancellation during customization or after shipment, please refer to the chart below to check the additional charges.
|
Before Customization |
During Customization |
After Shipment |
|
Free |
30% of order amount |
50% of order amount |
Notice
1.Please do not send your return to the sender's address on your package. This is not the return address and will affect the processing of your return.
2.Please contact our Customer service by email to get the return address.
3.If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.
4.Please make sure you do not include non-Charmoo items by accident in your return package. We will not be responsible for sending back those items to you.
5.All returns need to be kept in their original packages(including eyeglasses, eyeglasses case, etc.) to ensure that they will not be crushed during transportation.
6.Package the returned items, leave a note including your name, order number and describe the return reason.
7.Each order is eligible for a one-time exchange.
8.Please use a trackable method to ship your return. When you ship your glasses to us, please provide us with the tracking number.
9.If you request a refund, it will be issued to the original payment method used during the purchase. Please allow for 3-5 business days for the refund to appear in your account, depending on your payment provider.
If you have any questions or concerns, please do not hesitate to contact us on:
Email:
service@charmoo.com