Politique de remboursement

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.

General Return Policy

If you are not completely satisfied with your purchase, you may return the item(s) for a full refund of the purchase price. Returns can be made by mailing the item to our warehouse or visiting our Berlin office. To be eligible for a return, the product(s) must be:

  • Undamaged, unaltered, and unused, except for trying on the product(s).
  • They are in the same condition as when you received them.
  • Returned with all original packaging, labels, and tags intact.

Please initiate your return by emailing us at info@reframd.com with your order number and details. After receiving confirmation from us, you can return the product, including the return form provided with your order for reference. If you are returning a product from outside the EU, clearly label the parcel as a "RETURN ORDER" to avoid import duties or taxes that could be deducted from your refund. You are responsible for the shipping costs of the return. Detailed instructions are provided on the Return Form.

Exception to refunds

  1. Custom Frame Products

    Because some of our frames are custom-made, we cannot accept returns on these orders if you are unsatisfied with the fit. Each product is uniquely tailored to your facial data and cannot be resold; therefore, refunds are not possible. However, if the fit does not meet your expectations, we will provide a replacement frame to ensure your satisfaction.

Returning Your Product

  • All products must be returned within 30 days of receipt.
  • Products should be in their original condition with all Reframd tags still attached.
  • Shipping costs for returning items are the customer's responsibility.
  • Save your tracking code as proof of shipping.

Exchanges and Refunds

We are happy to offer an exchange or refund for defective products. Unworn items may be returned in original condition and packaging, and the fully completed return form is eligible for an exchange. Please note that the customer is responsible for all return shipping costs. Refunds and exchanges are only available for items returned within 30 days of receipt. Items showing signs of damage that are not due to a manufacturing defect, such as those caused by accidents, misuse, or wear, will not be accepted.

Once we have received and approved your return, please allow approximately 5 to 10 business 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 evaluate the issue and work to make it right. Under our warranty policy, we will refund or replace any product that does not meet its expected lifespan. However, 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.