Widerrufsrecht

Return and Refund Policy

At REFRAMD, your satisfaction is our priority. We understand that sometimes a purchase may fail to meet your expectations, and we are here to help. Please review our return and refund policy to understand how we can assist you.

EU Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 30 days without giving any reason. The withdrawal period begins on the day you, or a third party indicated by you, receive the last item of your order. Weekends and public holidays are included in this period.

To exercise your right of withdrawal, you must inform us of your decision by contacting us at info@reframd.com before the withdrawal period expires. You may also cancel your order at any time before it has been fulfilled directly from your account.

Once we receive your returned item(s), we will refund the purchase price using the same payment method within 14 days.

Please note: Prescription lenses or frames custom-made to your facial measurements are exempt from the right of withdrawal under EU consumer law, as they are personalised goods that cannot be resold. This exemption is clearly communicated before you complete your purchase.

General Return Policy

Our return policy depends on the type of product you purchased, since REFRAMD offers both fixed-size and custom-made frames.

Fixed-Size Frames
Fixed-size frames (available in standard S/M/L sizing) can be returned within 30 days of delivery for a full refund, provided they are:

• Undamaged, unaltered, and unused, except for trying on the product
• In the same condition as when you received them
• Returned with all original packaging, labels, and tags intact

If your order included prescription lenses, only the frame portion of your purchase is refunded; the lens portion is non-refundable, as described below.

Custom Frames
Some REFRAMD frames are individually made to your facial measurements. Because each is uniquely produced for you and cannot be resold, these are not eligible for a refund. If the fit doesn't meet your expectations, we'll provide a replacement frame at no additional cost.

Prescription Lenses
Prescription lenses are ground to your individual prescription at the time of order and cannot be resold. In line with the EU's custom-goods exemption, prescription lenses are not eligible for return or refund, regardless of which frame type they're fitted to.

To initiate a return, email us at info@reframd.com with your order number and details. After receiving confirmation, you can return the product using the return form provided with your order. If returning from outside the EU, clearly label the parcel "RETURN ORDER" to avoid import duties being deducted from your refund. You are responsible for return shipping costs.

The above return conditions apply to change-of-mind returns. Defective, damaged, or incorrect items are covered separately under Faulty Items and Damaged Goods During Shipment, regardless of product type.

Once we have received and approved your return, please allow up to 14 days for your refund to be processed.

Late or Missing Refunds

If you have yet to receive your refund, please check your account balance using the payment method you used. Note that it may take some time for your refund to be processed. If you have already contacted your payment providers and still haven't received your refund, please get in touch with us at info@reframd.com.

Standard Refund Method

Refunds will be issued to the original payment method and the same credit or debit card used for the purchase (except for e-gift cards, where the refund will be credited to a new gift card). Please note that shipping charges and sales tax on shipping are non-refundable.

Faulty Items

Please inspect your order as soon as you receive it and contact us immediately if you notice any defects or damage or receive the wrong item. We will refund or replace any product with a manufacturing defect, whether identified on arrival or arising within its expected lifespan. We will not refund items that are damaged due to improper use or if the product was used in a way not intended. The intended use is determined at REFRAMD's discretion and will be judged reasonably. To resolve any issues with a faulty or incorrect item, please email us at info@reframd.com with a photo of the item showing the fault, a description, and your order details.

Damaged Goods During Shipment

Please check your items immediately upon receipt. Any damage incurred during shipment must be reported to us within 30 days of receiving your order. If your item(s) were damaged during shipping, please email us at info@reframd.com with a photo and description. This helps us ensure that our products are correctly packaged and shipped. We will refund the damaged items, and you can place a new order.