Returns, Refunds & Exchanges Policy

Last updated: August 18, 2026

We want every Eylumi order to arrive correctly and in good condition. This policy explains when a return, refund, exchange, or replacement may be available.

1. Standard returns

A request to return an eligible product must be made within 30 days after the carrier records delivery. To be eligible, the product must be unused, unopened, in its original sealed packaging, and in resalable condition.

Because contact lenses are hygiene-sensitive products, opened, unsealed, worn, or used contact lens products cannot be returned for a change of mind, color preference, appearance preference, or ordering error. This hygiene restriction does not affect rights relating to an incorrect, damaged, or defective product or rights that cannot be excluded by law.

2. Non-returnable items

• Opened, unsealed, worn, or used contact lenses;
• Items damaged after delivery through improper handling or storage;
• Gift cards, free gifts, samples, and promotional items, unless required by law;
• Items marked final sale, where permitted by law; and
• Items returned without prior authorization or after the applicable return period.

3. Incorrect, damaged, or defective products

Contact support@eylumi.com within 14 days after delivery if an item is incorrect, arrives damaged, or appears defective. Include the order number, a description of the issue, and clear photographs of the product, its sealed packaging, batch or lot information where visible, and the shipping package.

Do not discard the product or packaging until the claim has been resolved. Eylumi may request additional information or return of the product where reasonably necessary. If the claim is approved, Eylumi will provide an appropriate replacement, exchange, or refund and will cover reasonable return shipping costs when a return is required.

4. How to request a return

1. Email support@eylumi.com with the order number, item, and reason for the request.
2. Wait for return authorization and the return instructions. Do not send a parcel to a registered office or another address shown on the website unless the instructions specifically identify it as the return address.
3. Pack the authorized items securely and use a trackable shipping service.

Unauthorized returns may be refused. For a standard return, the customer is responsible for return shipping charges, duties, and taxes. Eylumi is responsible for reasonable return shipping costs when the return results from Eylumi’s error or an approved damaged or defective product claim.

5. Inspection and refunds

Returned products are inspected after receipt. If approved, the refund will be issued to the original payment method. Original shipping charges are non-refundable unless the return results from Eylumi’s error or applicable law requires otherwise.

After Eylumi issues a refund, banks and payment providers typically require 5–10 business days to post it. Currency conversion differences and fees charged by a customer’s payment provider are outside Eylumi’s control.

6. Exchanges

Eligible unopened products may be exchanged subject to availability. The customer is responsible for standard return and reshipment charges unless the exchange results from Eylumi’s error. Any price difference must be paid before the replacement is shipped; any refundable balance will be returned to the original payment method.

7. Return address

Approved returns must be sent only to the address provided in the return authorization:

[RETURN ADDRESS]

The return address may differ from Eylumi’s registered business address.

8. Contact

Return, refund, and exchange requests may be sent to support@eylumi.com.

Nothing in this policy limits rights or remedies that cannot lawfully be excluded under applicable consumer law.