Refund policy

CANCELLATION, RETURN & EXCHANGE POLICY

HOW DO I CANCEL MY ORDER?

Because our designer eyewear and custom optical lenses are tailored and precision-cut to your specific requirements, our production process begins promptly upon order confirmation.

  • Within 24 Hours of Ordering: You may request a cancellation and full refund. A 5% transaction and administrative processing fee will be deducted from the total refund amount.

  • After 24 Hours: Once the 24-hour window passes, your order enters custom lens cutting, frame assembly, and optical calibration. At this stage, cancellations are no longer accepted. However, you may initiate a return or exchange once your package arrives.

14-DAY RETURN & EXCHANGE POLICY

Your satisfaction and visual comfort are our top priorities. We offer a 14-day return and exchange policy starting from the date of delivery.

  • Eligibility Window: You have 14 days from the date you receive your package to request a return for a refund or an exchange for another style, size, or lens adjustment. Requests submitted past 14 days cannot be accepted.

  • Return Conditions: To be eligible, eyewear must be unworn, undamaged, and free of scratches on both frames and lenses. All original packaging—including the hard case, microfiber cleaning cloth, and any included accessories—must be returned intact.

  • Non-refundable Fees: Original shipping fees (if applicable) are non-refundable.

HOW TO REQUEST A RETURN OR EXCHANGE

  1. Submit Your Request

    Email service@dearbond.com within 14 days of delivery. Include your order number, clear photos of the eyewear (front, temple, and lenses), and whether you are requesting a return for a refund or an exchange.

  2. Receive Return Authorization

    Our support team will review your request within 24 hours and provide return authorization along with the designated return shipping address.

  3. Ship the Item Back

    Pack the glasses securely in their original protective case and sturdy shipping box. Ship via a trackable, insured courier service. Customers are responsible for return shipping costs unless the return is due to a verified manufacturing defect or shipping error on our part.

  4. Inspection & Processing

    • For Returns: Once inspected and approved, your refund will be processed to your original payment method within 5–7 business days.

    • For Exchanges: Once received, our team will prepare, calibrate, and dispatch your replacement eyewear promptly.

IMPORTANT NOTES

  • Item Condition: Items returned with visible signs of wear, frame distortion, scratched lenses, or missing original accessories may be subject to a restocking fee or returned to the sender.

  • Trackable Shipping: Please provide our support team with the return tracking number as soon as the package is shipped. Dearbond is not responsible for packages lost or damaged during return transit.

CUSTOMER CARE

  • Email: service@dearbond.com

  • Website: dearbond.com