Zeeloel Refund Policy

At Zeeloel, we want you to be fully satisfied with your eyeglasses—whether you’re shopping for women’s stylish frames, men’s durable work glasses, or kids’ playful, shatterproof pairs. Our Refund Policy outlines the terms, conditions, and process for requesting a refund, ensuring transparency and clarity for every customer. By placing an order with Zeeloel, you agree to the guidelines below.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following criteria:

1.1 Timeframe

  • You must submit a refund request within 30 days of the delivery date of your order. Requests made after this period will not be accepted, unless the issue is due to a manufacturing defect (see Section 1.3).
  • For orders that arrive damaged or incorrect (e.g., wrong frame style, incorrect prescription), you must notify us within 7 days of delivery to be eligible for a full refund (no exceptions).

1.2 Condition of Items

  • All eyeglasses (frames and lenses) must be unused, undamaged, and in their original packaging (including dust bags, cases, cleaning cloths, and tags).
  • Items with signs of wear (e.g., scratches on lenses, bent frames, missing parts), improper use, or accidental damage will not qualify for a refund.

1.3 Special Cases

  • Prescription Glasses: These are custom-made, so refunds are only approved if:
  • The prescription is incorrect (e.g., blurry vision despite providing an accurate prescription).
  • There is a manufacturing defect (e.g., lens delamination, broken hinges, peeling frame coating) that affects functionality.
  • We shipped the wrong prescription or frame (e.g., you ordered women’s cat-eye frames but received men’s rectangular frames).
  • Kids’ Glasses: Refunds are allowed for unused, unopened items in original condition. However, custom adjustments (e.g., resized nose pads) or personalized details (e.g., engraved names) may make the item non-refundable—we will confirm eligibility when you submit your request.
  • Sale/Clearance Items: All sale or clearance eyeglasses are final sale and not eligible for refunds, unless they arrive damaged or defective (we will replace defective sale items instead of issuing a refund, if stock is available).

2. Refund Process

Follow these steps to request a refund:

Step 1: Submit a Refund Request

  • Email our customer service team at [email protected].
  • Include the following details:
  • Your full name, order number, and delivery address.
  • Reason for the refund (e.g., “incorrect prescription”, “damaged frame on arrival”, “changed mind”).
  • Clear photos/videos of the item (showing packaging, tags, and any defects/damage) – this helps us process your request faster.

Step 2: Receive Approval & Return Instructions

  • Our team will review your request within 2 business days and notify you via email if your refund is approved.
  • If approved, we will send a pre-paid return label (for U.S. orders) and detailed instructions on how to ship the item back to our warehouse.
  • For international orders: We do not provide pre-paid labels, but we will reimburse your return shipping costs (up to $20 USD) upon receiving proof of delivery (e.g., a shipping receipt) – include this in your follow-up email.

Step 3: Ship the Item Back

  • Pack the item securely in its original packaging and attach the pre-paid label (if provided).
  • Ship the item within 5 days of receiving the return label – delays may result in your refund being denied.
  • Keep the tracking number for your return shipment – this helps us confirm when we receive the item.

Step 4: Verify Return & Process Refund

  • Once we receive your returned item (typically 3-5 business days after you ship it), our team will inspect it to ensure it meets eligibility criteria.
  • If the item passes inspection, we will process your refund within 5-7 business days to your original payment method (e.g., credit card, PayPal, Apple Pay).
  • If the item fails inspection (e.g., damaged, used), we will email you with photos of the issue and return the item to you – no refund will be issued.

3. Refund Amount & Timing

3.1 Refund Amount

  • Full Refund: Issued for eligible items (unused, undamaged, correct reason) – includes the total order amount (product cost + standard shipping fees, if applicable).
  • Partial Refund: May be offered if:
  • The item is missing non-essential parts (e.g., a cleaning cloth) but is otherwise unused.
  • You return only part of an order (e.g., 1 pair of kids’ glasses from a 2-pair order) – we will refund the cost of the returned item minus any applicable shipping fees.

3.2 Timing of Refunds

  • Refunds are processed within 5-7 business days of us receiving and inspecting your returned item.
  • The time it takes for the refund to appear in your account depends on your payment provider:
  • Credit/debit cards: 3-5 business days.
  • PayPal/Apple Pay: 1-3 business days.
  • If you do not see the refund after 10 business days, contact your payment provider or email us at [email protected] for assistance.

4. Exceptions & Limitations

  • Shipping Delays: We do not issue refunds for delays caused by third-party couriers (e.g., USPS, UPS) or unforeseen events (e.g., weather, customs holds). We will help track your order and resolve issues, but refunds are not approved for late deliveries alone.
  • Change of Mind: For non-prescription, non-custom items (e.g., women’s fashion frames, men’s non-prescription blue light glasses), we allow refunds for “change of mind” – but you must cover return shipping costs (we will deduct $8 USD from your refund to cover handling fees for these requests).
  • Lost/Stolen Packages: If your order is lost or stolen during delivery (confirmed by the courier), we will issue a full refund or send a replacement (your choice) – we require a copy of the courier’s “lost/stolen” confirmation to process this.

5. Contact Us for Refund Questions

If you have questions about our Refund Policy, need help with a refund request, or want to check the status of your refund, email us at [email protected]. Our team will respond within 2 business days and assist you every step of the way.

Thank you for choosing Zeeloel. We strive to make every purchase a positive experience, and our Refund Policy is designed to ensure fairness for both you and our brand.