Refund policy

30-Day Return & Refund Policy

We want you to feel confident shopping with ELOOKUS. If something is not right with your order, please contact us and we will help you find the most appropriate solution.

Return Window

You may request a return within 30 days of the date your order is delivered.

To be eligible for a return, the item must be in good condition and free from scratches, damage, deformation, or excessive signs of wear. Please return the original case and accessories where reasonably possible.

Items showing signs of use beyond normal try-on may receive a reduced refund or may not be eligible for return.

Please contact us before sending any item back. Unauthorized returns may not be accepted.

Frame-Only and Non-Prescription Products

Frame-only eyewear, non-prescription sunglasses, and other non-customized products may be returned or exchanged within 30 days of delivery, provided they meet the return conditions above.

For returns based on personal preference, fit, style, color, or change of mind, the customer is responsible for return shipping costs.

Prescription and Customized Eyewear

Prescription and customized lenses are made specifically for each customer and generally cannot be reused.

For non-quality-related returns within 30 days:

  • The eligible frame portion may be refunded according to our standard return conditions.

  • 70% of the amount actually paid for prescription or customized lenses will be refunded.

  • The remaining 30% of the customized lens amount is non-refundable due to customization, production, and processing costs.

Customers are responsible for checking that their prescription, pupillary distance (PD), lens selection, and other order details are correct before submitting an order.

Courtesy Replacement

If incorrect prescription or PD information was entered by the customer, or if you would prefer a different frame, color, size, or style, please contact us before returning your glasses.

After reviewing the situation, ELOOKUS may offer a one-time courtesy replacement at special replacement pricing as an alternative to a standard return.

For eligible courtesy replacements:

  • Special replacement pricing applies only to the approved replacement pair.

  • Courtesy replacement pricing cannot be combined with other product discounts, coupon codes, or promotional offers.

  • Shipping charges may apply.

  • Whether the original pair must be returned will be determined by ELOOKUS after reviewing the case.

  • Each original order is eligible for no more than one non-quality-related courtesy replacement.

A courtesy replacement does not automatically qualify for another non-quality-related return or replacement. Verified manufacturing or quality issues will still be handled normally.

Replacement Orders and Free Shipping

A courtesy replacement is processed as a new replacement order.

The amount actually paid for the replacement order after any approved replacement adjustment counts toward our current $79 free standard shipping threshold.

If the replacement order subtotal after discounts is below $79, standard shipping charges may apply.

If additional regularly priced products are added and the replacement order subtotal reaches $79 or more, the order may qualify for free standard shipping.

Courtesy replacement pricing cannot be combined with other product promotions.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If your item arrives damaged, defective, incorrectly manufactured, or different from what you ordered, please contact us as soon as possible and provide your order number and clear photographs of the issue.

If the issue was caused by ELOOKUS or occurred during delivery, we will offer an appropriate replacement, remake, exchange, or refund at no additional cost.

We may request photographs, prescription documents, measurements, or other information necessary to verify the issue.

Return Shipping

For returns based on personal preference, fit, style, color, customer-entered prescription information, or change of mind, the customer is responsible for return shipping costs.

If the return or replacement is caused by an incorrect, damaged, defective, or incorrectly produced item supplied by ELOOKUS, we will cover reasonable return or replacement shipping costs.

Original shipping charges are non-refundable for non-quality-related returns.

Please do not send a return without contacting us first. We will provide the correct return instructions and return address after reviewing your request.

Free Shipping Adjustments on Returns

ELOOKUS offers free standard shipping on qualifying orders of $79 or more.

If your original order qualified for free shipping but a partial return reduces the value of the items you keep to below $79, a $7.99 standard shipping charge may be deducted from your refund.

If the value of the items you keep remains at or above $79, no shipping adjustment will be made.

Promotional Orders

If your order was purchased using a multi-item promotion, second-pair discount, bundle offer, or other promotional pricing, any refund will be recalculated based on the items you ultimately keep.

If a return causes the remaining order to no longer qualify for the original promotion, the promotional discount may be adjusted before the refund is issued.

As a result, the final refund may differ from the original listed price of the returned item.

Refunds

Once your return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method.

Refund amounts are based on the amount actually paid after applicable discounts and may be adjusted for:

  • Non-refundable customized lens portions

  • Original shipping charges

  • Free-shipping adjustments

  • Promotional recalculations

  • Damage, excessive wear, or missing items where applicable

Processing times may vary depending on your bank, card issuer, or payment provider.

Non-Returnable Items

The following items are generally not eligible for standard return:

  • Gift cards

  • Final-sale or clearance items clearly marked as non-returnable

  • Items that have been significantly worn, altered, scratched, damaged, or modified after delivery

  • Items returned without prior authorization

  • Courtesy replacement items submitted for additional non-quality-related claims

This does not affect claims involving verified manufacturing defects or errors made by ELOOKUS.

Order Cancellations

Orders may be cancelled before processing or production begins.

Because prescription eyewear is customized, cancellation or changes may no longer be possible once lens production has started.

Please contact us as soon as possible if you need to change or cancel an order.

How to Start a Return, Replacement, or Refund Request

Please contact us through our Contact Us page and include:

  • Your order number

  • The item involved

  • The reason for your request

  • The replacement product you would like, if applicable

  • Photographs if the item is damaged, defective, or incorrect

  • Updated prescription or PD information if applicable

We will review your request and provide the appropriate next steps.

ELOOKUS reserves the right to review unusual or repeated return or replacement activity and may decline non-quality-related courtesy solutions where there is evidence of misuse or abuse.

Nothing in this policy limits any consumer rights that cannot legally be excluded under applicable law.