Return Policy

Return policy

Return Policy for Optical Frames

At Elegant Eyes Corp. (EEC) Ltd, we take pride in the quality of our optical frames and strive to provide exceptional service to our optician partners. We understand that, from time to time, returns may be necessary. To ensure clarity and consistency, please review our return policy below:

1. Eligibility for Returns

• Returns are accepted only for defective or damaged items. We do not accept returns for frames that are no longer wanted or for reasons other than quality issues.
• Claims for defective or damaged products must be made within 5 business days of receiving the order.
• The returned frames must be in their original, unused condition, with all tags, packaging, and labelling intact

2. Return Process

• Step 1: Notify our customer service team at eleganteyes@outlook.com within 5 business days of receiving your order. Please include the following details:
• Invoice number
• Product name or frame style
• Description of the defect or damage (photos are highly encouraged)
• Step 2: Upon review, we will provide you with a Return Merchandise Authorization (RMA) number and instructions for returning the items.
• Step 3: Return the frames to us using a trackable shipping method. Please note that return shipping costs are the responsibility of the customer, unless the return is due to a defect or error on our part.

3. Refunds and Replacements

• Once the returned items are received and inspected, we will issue a full refund or send a replacement depending on the situation.
• Refunds will be processed to the original payment method used for the purchase.
• If a replacement is needed, we will ship the new items at no additional cost to you (subject to availability).

4. Non-Returnable Items

• Special Orders or Custom Frames – Orders made for specific customers or customized frames are non-returnable unless defective.
• Sale or Discounted Items – Frames purchased as part of a special sale or clearance event are final sale and are not eligible for return.

5. Damaged or Incorrect Orders

If your order arrives damaged or is incorrect, please contact us immediately upon receipt. Claims must be made within 5 business days to ensure we can resolve the issue promptly.

6. Contact Us

For any questions regarding returns, exchanges, or refunds, please contact our customer service team at:

• Email: eleganteyes@outlook.com
• Phone: +44 203 725 0029
• Business Hours: Monday to Friday: 9am – 5.30pm