Order Changes, Cancellations & Subscription Policy

Last updated: August 18, 2026

This policy explains how to request an order change or cancellation and confirms Eylumi’s current approach to subscriptions and recurring charges.

1. Order changes

Requests to change a shipping address, product, color, prescription power, quantity, or other order detail must be emailed to support@eylumi.com within 12 hours after the order is placed and before the order enters fulfillment, whichever occurs first.

Eylumi will try to assist, but a requested change is not effective unless confirmed by Eylumi in writing. Changes are subject to stock availability and any price or shipping difference.

2. Customer cancellations

A customer may request cancellation within 12 hours after placing an order, provided the order has not entered fulfillment. Once picking, packing, production, or carrier processing has begun, cancellation may no longer be possible.

If an order has already shipped, it cannot be canceled. After delivery, an eligible item may be handled under the Returns, Refunds & Exchanges Policy.

3. Refunds for approved cancellations

An approved cancellation will be refunded to the original payment method. After Eylumi issues the refund, the bank or payment provider typically requires 5–10 business days to post it.

4. Cancellations by Eylumi

Eylumi may refuse or cancel an order where an item is unavailable, payment cannot be authorized, information appears inaccurate, fraud is suspected, shipment is restricted, or fulfillment would violate applicable law. If Eylumi cancels an order, the amount paid for the canceled items and related shipping will be refunded, unless the payment is subject to a lawful hold or investigation.

5. Subscriptions and recurring charges

Eylumi does not currently offer automatically renewing product subscriptions. Unless a product page and checkout expressly state otherwise, every purchase is a one-time transaction and will not automatically renew or create a recurring charge.

If Eylumi introduces a subscription service in the future, the renewal frequency, price, cancellation method, renewal cutoff, and other material terms will be shown clearly before enrollment. This policy will be updated before automatically renewing subscriptions are offered.

6. Contact

Send change and cancellation requests to support@eylumi.com with the order number and the requested action.