Thank you for shopping at Arrayze LLC! We’re committed to providing you with high-quality eyeglass frames and sunglasses while ensuring your shopping experience is as smooth as possible. If you’re not completely satisfied with your purchase, our return and exchange policy is here to help.
Please carefully review our return and exchange policy before purchasing. If you have any questions, please feel free to contact our customer service team.
- Return and Exchange Period
Returns within 7 days: You have 7 days from the date you receive your item to request a return or exchange.
Exceeding 7 days: We generally cannot process returns or exchanges after 7 days. Please ensure you contact us as soon as possible so we can provide you with the best possible service. - Return and Exchange Requirements
To ensure a smooth return or exchange, the item must meet the following conditions:
Unused: The item must be unused, unworn, and in its original packaging.
Undamaged: The item must be intact and free of scratches, tears, or stains.
Complete Accessories: All original accessories (such as the case, cleaning cloth, and instruction manual) must be intact and included with the item. - How to Request a Return or Exchange
If you wish to return or exchange an item, please follow the steps below:
Contact Customer Service: Please contact our customer service team by email or phone with your order number, product information, and reason for return or exchange.
Provide Required Information: We may require photos of the item (such as damaged parts or packaging) to expedite your return or exchange request.
Return Authorization: Once your return or exchange request is approved, we will provide you with a return authorization and a return address and detailed instructions.
Returning the Item: Please return the item according to our return instructions. Return shipping costs are your responsibility, unless the item is defective or faulty. - Refund Processing
Refund Method: Once we receive and inspect the returned item, you will receive a refund. Refunds will be processed via the original payment method (e.g., credit card, PayPal, etc.). Processing time is typically 7-10 business days.
Refund Amount: The refund will be the original purchase price of the item, excluding any shipping costs. If you selected free shipping and return the item, shipping costs will be deducted from the refund. - Exchange Process
If you would like to exchange an item, please follow the process below:
Request an Exchange: When submitting a return or exchange request, please clearly inform our customer service team of the style, color, or size you would like to exchange.
Return the Original Item: Please return the original item according to the return process.
Reship: Upon receiving the returned item, we will ship a new item. If the price of the exchanged item is different, we will charge or refund the difference. - Non-Returnable Items
The following items are generally not accepted for returns or exchanges due to hygiene or custom reasons:
Customized eyewear: This includes eyewear customized to your personal prescription, with specific lenses or designs.
Cleaning supplies and accessories: Such as eyeglass cleaning cloths and eyeglass cleaners.
Opened Items: This includes sunglasses whose packaging has been opened or are not in pristine condition.
If the item you received is defective or damaged, please refer to the “Quality Issues” section below for further details. - Quality Issues
If the product you received has a quality issue (such as damage, misdelivered, or other obvious defects), please contact our customer service team immediately. We will provide an unconditional return or exchange service. The following is the process for quality issues returns and exchanges:
Contact Customer Service Immediately: Please contact us within 7 days of receiving the product and provide your order number and product photos to help us identify the issue.
No Return Shipping Charges: For returns or exchanges due to quality issues, we will cover the return shipping costs and provide a prepaid label.
Quick Refund or Exchange: Once the product has a quality issue, we will promptly process an exchange or refund. - Return Shipping Charges
Free Returns: If the product has a quality issue or we sent the wrong item, we will cover the return shipping costs.
Customer Returns: If you are returning an item for personal reasons (such as dislike or the size doesn’t fit), you will be responsible for the return shipping costs.
We recommend using a shipping method with tracking information to ensure the safe return of your item. - Incorrect Address and Undeliverable Packages
If a package cannot be delivered or is returned due to an incorrect address, you will be responsible for the cost of reshipping. Please ensure you provide an accurate shipping address during checkout. If you discover an error, please contact us as soon as possible and we will do our best to correct it. - Order Cancellation
If you wish to cancel your order, please contact our Customer Service team as soon as possible. We will do our best to cancel your order before it is processed. If your order has already been processed or shipped, you cannot cancel it.
