Returns & Refund Policy
At Charmoo, we value your satisfaction above all. We want you to feel confident and happy with every purchase. In case you're not fully satisfied, our easy-to-follow return and exchange policy is here to help.
180-Day Warranty for Defects
We offer a 180-day warranty from the date of receipt, covering defects in materials and craftsmanship. Please note that this warranty does not cover damage caused by accidents, neglect, or improper care. Additionally, rimless glasses are excluded due to their delicate nature.
30-Day Return & Exchange Policy
If you're not completely satisfied with your purchase, you can return or exchange it within 30 days of receiving the item. Please note the following conditions:
- One-time return or exchange per order. We want you to be happy, so feel free to reach out if the product isn't right for you.
- Glasses with custom-made lenses (including prescription lenses, reading glasses, blue-light blocking lenses, etc.) cannot be returned or exchanged unless there's a manufacturing error. Custom lenses are designed specifically for your needs, and we cannot resell or reuse them.
- If the product has a manufacturing error (e.g., incorrect prescription), we'll remake the glasses at no charge or offer a 100% refund.
- Non-quality-related returns: If you wish to return an item for reasons other than quality issues, you will be responsible for the return shipping cost.
Custom Lenses Glasses Return Policy
Glasses with custom lenses, including prescription lenses, reading glasses, and blue-light blocking lenses, are tailored to your specifications, and as such, we cannot accept returns or exchanges for reasons unrelated to quality. However, if you receive defective lenses, please contact us within 14 days of receipt. We’ll be happy to assist with a remake or refund.
Order Modifications & Cancellations
If you wish to modify or cancel your order, please contact us within 12 hours of placing the order. After this time, customization will begin, and cancellation fees will apply:
| Order Status | Cancellation Fee |
|---|---|
| Before Customization | Free |
| During Customization | 30% of order total |
| After Shipment | 50% of order total |
Return Process & Key Guidelines
If you are eligible for a return or exchange, please follow these steps:
- Contact Us First: Please reach out to our customer service team before returning your item. Do not send returns to the sender's address on the package. We will provide the correct return address.
- Ensure Proper Packaging: Please return the items in their original packaging (including eyeglasses, cases, and accessories) to ensure they arrive safely.
- Include Order Details: Inside the return package, please include a note with your name, order number, and reason for return.
- Use a Trackable Shipping Method: We recommend using a trackable shipping method with insurance, such as FedEx or UPS. We do not recommend using USPS. If you choose USPS, any lost items or additional costs incurred will be your responsibility.
- Refund Processing: Refunds will be issued to the original payment method within 3-5 business days after we receive and inspect the returned items.
Return Shipping Fees
If the return is due to a defective or incorrect item, Charmoo will cover the return shipping cost.
If the return is for any reason other than quality issues, a $20 return shipping fee will be deducted from your refund.
Contact Us
If you have any questions or need further assistance, don’t hesitate to reach out to us:
Email: service@charmoo.com
Email: charmooglasses@gmail.com
Note for Gmail Users: If you do not receive a response from us, please check your spam or junk folder. Be sure to mark emails from Charmoo as “Not Spam” and add our email addresses to your whitelist to ensure you don’t miss any important updates.
We are here to help and ensure you have the best possible experience with Charmoo!