Returns, Refunds & Exchanges Policy

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 for orders placed through eylumi.com.

Return Policy Summary

  • Return request period: Within 14 calendar days after delivery
  • Eligible product condition: New, unused, unopened, and in the original sealed packaging
  • Return method: By mail after receiving return authorization
  • Standard return shipping: Paid by the customer
  • Restocking fee: No restocking fee
  • Exchanges: Accepted for eligible unopened products, subject to availability
  • Incorrect, damaged, or defective items: Return and approved replacement shipping covered by EYLUMI
  • Refund processing time: Within 10 business days after the authorized return is received

1. Standard Return Eligibility

EYLUMI accepts return requests for eligible products, including returns resulting from a change of mind or customer ordering error, within 14 calendar days after the shipping carrier records the order as delivered.

To qualify for a standard return, the product must be:

  • New and unused;
  • Unopened and unworn;
  • In its original sealed packaging;
  • Complete with all original labels, seals, and included materials; and
  • In a condition suitable for resale.

Because contact lenses are hygiene-sensitive products, contact lenses that have been opened, unsealed, worn, tested, or used cannot be returned for a change of mind, color preference, appearance preference, or customer ordering error.

This hygiene restriction does not affect claims involving an incorrect, damaged, or defective product, or any consumer rights that cannot lawfully be excluded.

Discounted products remain eligible for return if they otherwise meet all requirements stated in this policy, unless a different condition was clearly disclosed before purchase.

2. Non-Returnable Items

The following items are not eligible for a standard return:

  • Opened, unsealed, worn, tested, or used contact lenses;
  • Products missing their original packaging, labels, or protective seals;
  • Products damaged after delivery because of improper use, handling, or storage;
  • Gift cards;
  • Free gifts, complimentary samples, and promotional items for which no purchase price was paid, unless required by law;
  • Products returned after the applicable return period; and
  • Products mailed without prior return authorization.

An opened or used product may still be considered if the customer submits an approved incorrect, damaged, or defective product claim under Section 3.

3. Incorrect, Damaged, or Defective Products

If you receive an incorrect product, a product that arrives damaged, or a product that appears defective, please contact cicievlink@gmail.com as soon as possible and no later than 14 calendar days after delivery.

Please include:

  • Your order number;
  • The name of the affected product;
  • A clear description of the issue;
  • Clear photographs or video showing the issue;
  • Photographs of the product packaging and shipping package; and
  • The batch or lot information shown on the packaging, where visible.

Do not use a product if its packaging or seal appears damaged, opened, leaking, or otherwise compromised.

Please retain the product, its original packaging, and the shipping package until the claim has been reviewed. EYLUMI may request additional information or require the product to be returned when reasonably necessary to investigate the issue.

If the claim is approved, EYLUMI will offer an appropriate replacement, exchange, or refund.

When an approved incorrect, damaged, or defective product must be returned, EYLUMI will provide a prepaid return label or reimburse reasonable documented return postage according to the return instructions. The customer will not be charged replacement shipping for an approved claim.

4. How to Request a Return

To request a return or exchange:

  1. Email cicievlink@gmail.com within 14 calendar days after delivery.
  2. Include your order number, the product you wish to return, and the reason for the request.
  3. Wait for written return authorization and return instructions from EYLUMI.
  4. Pack the authorized product securely in appropriate protective packaging.
  5. Mail the package to the return address stated in the authorization instructions.
  6. Retain the return tracking number and shipping receipt until the request has been completed.

Returns are accepted by mail only. EYLUMI does not currently accept in-store returns or returns at a physical drop-off location.

Do not mail a return to EYLUMI’s registered business address or any other address displayed on the website unless the written return instructions specifically identify that address as the authorized return destination.

Packages sent without authorization or to an unauthorized address may be delayed, refused, or returned to the sender.

5. Return Shipping Costs and Fees

For a standard return resulting from a change of mind, color preference, appearance preference, or customer ordering error:

  • The customer is responsible for purchasing and paying for return postage directly through the chosen shipping carrier;
  • EYLUMI does not provide a prepaid return label;
  • Original shipping charges are non-refundable; and
  • The customer is responsible for any applicable reshipment cost for an approved exchange.

We recommend using a trackable shipping service. EYLUMI is not responsible for a standard return that is lost or damaged before it reaches the authorized return destination.

EYLUMI does not charge a restocking fee for an eligible return.

When a return results from an error by EYLUMI or an approved incorrect, damaged, or defective product claim, EYLUMI will cover reasonable return shipping costs and approved replacement shipping costs.

EYLUMI does not charge customers separate duties or taxes for an authorized return. Customers must follow any shipping and customs instructions provided in the return authorization.

6. Return Inspection and Refunds

Authorized returns will be inspected after they arrive at the designated return destination.

We aim to inspect the returned product and notify the customer of the outcome within 3 business days after receipt.

If the return is approved, EYLUMI will issue the refund to the original payment method no later than 10 business days after the authorized return is received.

The refund amount will be limited to the amount actually paid for the approved returned product. Original shipping charges are not refundable for a standard return.

If the return results from an error by EYLUMI or an approved incorrect, damaged, or defective product claim, any applicable original standard shipping charge will also be refunded where appropriate.

After EYLUMI issues the refund, the customer’s bank, card issuer, or payment provider may require an additional 5–10 business days to post the refund to the account. This payment-provider processing period is outside EYLUMI’s direct control.

Refunds can only be issued to the original payment method. Currency conversion differences and fees charged independently by a customer’s payment provider are outside EYLUMI’s control.

If more than 10 business days have passed since EYLUMI confirmed that a refund was issued, please contact your bank or payment provider first and then contact us at cicievlink@gmail.com if further assistance is required.

7. Exchanges

EYLUMI accepts exchange requests for eligible unopened products within 14 calendar days after delivery, subject to product availability.

The product must meet the same eligibility requirements that apply to a standard return: it must be new, unused, unopened, in its original sealed packaging, and suitable for resale.

For an exchange requested because of a customer preference or ordering error:

  • The customer is responsible for the return shipping cost;
  • The customer is responsible for the applicable reshipment cost; and
  • Any price difference must be paid before the replacement product is shipped.

If the replacement product has a lower price, the eligible difference will be refunded to the original payment method.

If the requested replacement is unavailable, the customer may select another available eligible product or receive a refund for the approved returned product.

When an exchange results from an error by EYLUMI or an approved incorrect, damaged, or defective product claim, EYLUMI will cover the approved return and replacement shipping costs.

8. Return Address

Approved returns must be mailed only to the return address provided in the written return authorization.

The registered business address listed below is EYLUMI’s corporate address and is not automatically an authorized return destination.

Please do not send products to the registered address unless EYLUMI’s customer support team has specifically confirmed in writing that it should be used for the return.

9. Contact Us

For return, refund, exchange, or replacement requests, please contact:

Support email: cicievlink@gmail.com
Telephone: +852 5304 9672
Website: https://eylumi.com

Company and Merchant Information

Brand: EYLUMI
Legal entity: EVLINK TECHNOLOGY LIMITED
Registered address: 87–105 Chatham Road South, Tsim Sha Tsui, Kowloon, Hong Kong SAR, China
Support email: cicievlink@gmail.com
Telephone: +852 5304 9672
Website: https://eylumi.com

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

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