Refund Policy

At Izzieye, we want you to be completely satisfied with your purchase. However, we understand that sometimes things don’t go as expected. If you're not happy with your order, we’re here to help guide you through our refund process.

1. Eligibility for Refunds

We accept refunds under the following conditions:

• Wrong or Defective Product:
  If you receive a product that is defective, damaged, or incorrect, we will gladly offer a refund or exchange.

• Prescription Errors:
  If there’s an issue with your prescription or the lenses don’t match what you ordered, please contact us right away. We will work with you to ensure the right prescription is processed.

2. Non-Refundable Items

Unfortunately, we cannot accept returns or offer refunds for the following items:

• Opened or Used Lenses:
  Due to hygiene and safety reasons, we cannot accept returns on opened or used contact lenses.

• Custom Orders:
  Any custom or personalized products, including prescription lenses, are non-refundable unless they arrive defective or incorrect.

• Discounted or Sale Items:
  Items purchased on sale or with a discount are final and not eligible for a refund.

3. How to Request a Refund

If your item qualifies for a refund, please follow these steps:

1. Contact Us:
   Reach out to our customer support team at clientservice@lumeelens.com within 7 days of receiving your order. Be sure to include your order number, a description of the issue, and any relevant photos (if applicable).

2. Return Instructions:
   Once we’ve reviewed your request, we’ll provide instructions for returning the product, if necessary. We may request you to return the product in its original, unopened condition (if applicable).

3. Processing Your Refund:
   After we’ve received and inspected the returned product, we’ll issue your refund to the original payment method. Please note that it may take up to 5-10 business days for the refund to appear on your account.

4. Shipping Costs

• Return Shipping Fees:
  Customers are responsible for return shipping fees, unless the product is defective or incorrect. In such cases, we will cover the return shipping costs.

• Original Shipping Fees:
  Shipping charges from the original order are non-refundable, except in cases where we’ve made an error in fulfilling your order.

5. Exchange Policy

If you would like to exchange your product for a different style or prescription, please contact us within 7 days of receiving your order. We will assist you in processing the exchange as long as the items are in unopened, unused condition.

6. Processing Time

Once your refund request is approved, please allow up to 7 business days for us to process the refund. Refunds will be issued to the original payment method used during checkout. Please note that it may take some additional time for your bank or card issuer to process and post the refund to your account.

7. Contact Us

If you have any questions or need assistance with your refund, our customer service team is happy to help! You can reach us at clientservice@izzieye.com