Refund policy

After-Sales Service Window

After-sales request period: Within 7 days of delivery

If you encounter any issues after receiving your order, please contact our customer service team within 7 days of delivery. Requests submitted after 7 days will not be accepted.

Customer Service Email: Support@eyevos.com
Response Time: Within 24 hours on business days

1. Order Cancellation & Modification

Order Cancellation

If your order has not been shipped, you can request a cancellation within 24 hours after payment. However, once your order has been shipped, it cannot be intercepted or cancelled.

Please send an email to Support@eyevos.com with the following information:

• Order number
• Contact information
• Reason for cancellation

We will process your request within 24 hours on business days. The refund will be returned to your original payment account within 3 business days.

Order Modification

If you need to modify your order information (shipping address or product details), please send an email to Support@eyevos.com within 24 hours after payment with:

• Order number
• Correct information that needs to be updated

We will update your order and proceed with shipment. However, once your order has been shipped, modifications are no longer possible.

Notice: Please double-check all information before placing your order. Once the order enters the shipping process, cancellations and modifications will not be accepted.

2. Return & Refund Conditions

Contact lenses are personal hygiene products that come into direct contact with your eyes. To ensure the health and safety of all customers, we have strict return and refund policies. Please read the following terms carefully before making a purchase.

Situations Where Returns Are NOT Accepted

We are unable to provide returns, exchanges, or refunds in the following cases:

① Personal Reasons

• The color, style, or effect does not match your personal expectations
• The prescription or parameters you selected are not suitable for your eyes
• You changed your mind after purchase

② Delivery Failure Due to Address Issues

• Incomplete or incorrect address provided at the time of order
• Missing apartment number, room number, or other key address details
• Incorrect recipient information resulting in failed delivery

③ Beyond After-Sales Window

• Requests submitted more than 7 days after delivery

④ Product Used or Packaging Damaged

• Lenses have been opened and used
• Outer packaging is severely damaged affecting resale

Tip: If you have any questions about product colors, parameters, or suitability, please contact our customer service before purchasing. We will provide professional advice based on your needs to help you make the right choice.

Situations Where Returns ARE Accepted

We will provide exchanges or refunds in the following cases:

① Product Quality Issues

• Lenses are broken, torn, or cracked
• Lenses are incomplete or have obvious defects
• Lenses are cloudy or contain impurities due to manufacturing issues

② Shipping Errors

• Product received does not match your order (wrong color, prescription, or quantity)
• Missing items in your order

③ Damage During Transit

• Severe packaging damage during shipping resulting in unusable products

3. After-Sales Request Process

If your situation meets the above "Returns Accepted" conditions, please follow these steps:

Step 1: Contact Customer Service

Send an email to Support@eyevos.com including:

• Your name
• Order number
• Problem description (detailed explanation of the issue)
• Relevant photos (see requirements below)

Step 2: Provide Photo Evidence

To speed up the process, please provide the following clear photos:

• Close-up photos of the product issue (e.g., damaged or torn areas)
• Overall product photo (including packaging)
• Shipping label photo (showing order number and recipient information)
• If outer packaging is damaged, please include photos of the packaging

Step 3: Wait for Review

Our customer service team will review your request within 24 hours on business days and inform you of the result.

Step 4: Return the Product (If Required)

Once approved, we will provide you with the return address. Please note:

• Do NOT return products to the address printed on the product packaging, as we cannot receive returns at that location
• Please place the product in its original packaging before shipping
• We recommend using your local post office for the most economical shipping option
• After shipping, please send us the tracking number and logistics tracking website

Step 5: Refund Processing

Once we receive the returned product and confirm it meets the return conditions, we will process your refund within 7-10 business days. The refund will be returned to your original payment account.

4. Additional Information

Regarding Return Shipping Costs

• For returns due to product quality issues or shipping errors on our part, EYEVOS will cover the return shipping cost
• For other eligible returns, the return shipping cost is the responsibility of the customer

Regarding Exchanges

• If you choose an exchange, we will ship the replacement product within 3 business days after receiving your returned item
• Delivery time for exchanged products is the same as regular orders

Regarding Partial Refunds

• If only some items in your order have issues, we will process refunds or exchanges only for the affected items

5. Contact Us

If you have any questions or need assistance, please feel free to contact us:

Customer Service Email: Support@eyevos.com
Service Hours: Replies within 24 hours on business days

EYEVOS is committed to providing you with quality products and excellent after-sales service. Thank you for your trust and support!