RETURN & EXCHANGE POLICY
Lunettes endeavours to offer high quality, affordable and trendy eyewear for you.
We go through strict quality inspection before delivering the product to you.
However, something unexpected may happen, which will lead to defect on your glasses. Please feel free to contact our customer service center on Facebook Messenger – we will and be certain to deal with it appropriately to give you a pleasant purchasing experience from Lunettes.
Please read below in accordance to the product category you purchased.
SUNGLASS AND EYEGLASS (WITHOUT POWER)
- Sunglass (without any additional lens / power)
- Eyeglass (without any additional lens / power)
CAN I EXCHANGE / RETURN THIS PRODUCT?
You can only return a product at the time of delivery. Once your delivery person arrives, you can check the product. If it does not match your expectation, you can return it. However, once the product is paid for, we only allow a product exchange with another product from our website www.mylunettesworld.com under the following conditions:
- If the product is not as you expected / not as advertised.
- If your fashion product is the wrong size
- If you simply don’t want the product anymore
In the case you want to exchange the product, you must notify us via a message on Facebook messenger on our Facebook page (www.facebook.com/mylunettesworld) within 24 hours of receiving the product. You can choose the same product for an exchange or a new product on our website.
HOW TO EXCHANGE / RETURN THIS PRODUCT?
To exchange a product, simply follow the steps below:
Step 1: Contact Us
- Inbox us on facebook messenger m.me/mylunettesworld within 24 hours of delivery
- Give your name and phone number
- Explain your complaint with a valid reason
Step 2: Pack your product
Pack your product as same you received it.
Step 3: We’ll send you the product you want to exchange or the same product in “Exchange” Condition. When the deliveryman goes you’ll take the new product and if applicable pay the additional fee and give back the old product.
Please, read carefully that we cannot accept product exchanges under the following conditions:
- Damages due to misuse of the product
- Any consumable item which has been used
- Incidental damage to product while wearing
Note: All returning products must be returned unused, in original packaging, including the box, manufacturers packaging (if any), with all seals and tags intact and all other items originally included with the product(s) delivered.
ADDITIONAL LENS ORDERS:
- Sunglass with Powered Lens
- Eyeglass with Powered Lens
- Anti-Blue Light Blocking Lens (with or without additional power)
- Photosun Lens Added to Eyeglass
- All Other Additional Lens Options Selected to Sunglass / Eyeglass
If you have ordered any of the above items from Lunettes, please follow the specific issue you faced in accordance below.
- The product arrived defective / damaged upon arrival – please inspect the product on time of delivery from our delivery partner, if it is broken or have any defects, you can reject the item and send it back with the delivery man. We will take full responsibility for defective items caused by damaged during delivery. We will issue a full refund for this issue.
- Wrong item arrived – if you received the wrong item which are not what you ordered, please contact us with a photo of the package and the wrong items. We will resend you the correct items immediately. Once you receive the correct item, please send the wrong item back with the delivery man.
- Size issue – Selecting the right frame size is quite necessary for online glasses purchase. We suggest you measure your old fit glasses to get your size before purchase. We cannot offer exchange or refund for size issues for Additional Lens Orders as we have already put the powered lens based on your customization. If you cannot accept your glasses for the size issue, please contact us and we’d be happy to offer you a special discount code to try another style.
- Wrong prescription filled – if you have unfortunately filled out a wrong prescription by accident, please contact us with your original prescription copy. We can offer you a special discount code to buy a new pair with your correct prescription.
- Uncomfortable prescription glasses – If you encounter an unclear vision or uncomfortable vision wearing your new prescription glasses, please email us with your original prescription copy. We will help you check the consistency between your paper copy and the given prescription on our site. If the prescription you filled out is correct, we will give you a further advice according to the particular case.
For additional lens orders, as we need to customize the lens based on your personalized prescription and requirement, we cannot offer exchange or refund in this circumstances. However, we will do our best to resolve any issues you may face.