Effective Date: September 27, 2024
At Relaxed Eyewear, operated by Maria Mirkovic, we are committed to ensuring your satisfaction with our products. If for any reason you are not entirely satisfied with your purchase, we offer a simple and transparent refunds and returns policy. Please read this policy carefully to understand how to initiate a return, the conditions for refunds, and any associated fees.
1. Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- You must initiate the return within 30 days of receiving the product.
- The item must be in its original condition: unused, undamaged, and in the original packaging with all accessories included (such as cases, cloths, or promotional items).
- Products purchased during promotional periods with discounts of over 15% are eligible for store credit but not for full refunds.
- Gift cards and final sale items are non-refundable.
2. Non-Eligible Returns
We reserve the right to deny returns in the following situations:
- Products that show signs of use, wear, or damage.
- Missing or damaged packaging and/or accessories that were part of the original purchase.
- Returns requested outside of the 30-day window from the date of receipt.
3. How to Initiate a Return
To initiate a return:
- Contact Us: Send an email to [email protected] with your order number, reason for return, and any supporting details (photos if necessary).
- We will review your request and provide you with a Return Authorization Number (RAN) and return shipping instructions if your request is approved.
- Package the item securely with all original components and accessories and include the RAN on the package.
Note: Returns sent without a valid Return Authorization Number (RAN) may be refused or delayed.
4. Return Shipping Costs
- Customer Responsibility: You are responsible for covering the cost of return shipping unless the product is defective or we made an error in your order.
- We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
5. Processing Your Return
Once your return is received and inspected, we will notify you via email. This process usually takes 3-5 business days. After approval, we will process your refund or store credit.
- Refunds: If approved, your refund will be issued within 7-10 business days to the original payment method. Please note that it may take additional time for your bank or credit card company to process the refund.
- Store Credit: For items purchased with discounts over 15%, a store credit will be issued. You will receive an email with details on how to use your store credit.
6. Refunds
Once approved, refunds are processed as follows:
- Credit/Debit Cards: The refund will be credited to your original payment method. It may take 3-5 business days for the funds to appear in your account.
- PayPal: PayPal refunds are typically processed faster but may still take 1-3 business days depending on PayPal’s processing times.
7. Exchanges
At this time, we do not offer direct exchanges. If you wish to exchange a product, you will need to return the original item (following the return process) and place a new order for the desired product.
8. Damaged or Defective Products
If you receive a product that is damaged or defective:
- Contact us immediately at [email protected] with a detailed description of the issue and, if possible, attach photos of the damage or defect.
- Once confirmed, we will offer you the option to receive a replacement product or a full refund, including any original shipping charges.
Note: Any claims for damaged or defective products must be made within 7 days of receiving the item.
9. Return of Promotional Items
If your purchase included a free gift or promotional item, you must return the free item along with the main product to receive a full refund. If the free item is not returned, its value will be deducted from your refund.
10. Return of Bundled Items
For bundled product purchases, all items in the bundle must be returned together to qualify for a refund.
11. Return Timeframes
- Returns must be initiated within 30 days of receiving the product.
- Once the return is approved and processed, refunds or store credits will be issued within 7-10 business days.
12. Customer Support Contact Information
If you have any questions about our Refunds and Returns Policy, or if you need help initiating a return, please feel free to contact us:
- Email: [email protected]
- Address: Ennemosergasse 30, Austria
Our team is here to assist you with any concerns you may have.
Relaxed Eyewear is committed to offering high-quality products and ensuring customer satisfaction. This policy is designed to make the return and refund process as clear, fair, and straightforward as possible.
Thank you for shopping with us!