Refund policy

At MyEyeGems.com, we strive to ensure your satisfaction with every purchase. However, we understand that sometimes a product may not meet your expectations. Therefore, we have outlined our return policy to make your shopping experience as seamless as possible. 

1. Eligibility of Returns

  • You may return your eyewear purchased only through My Eye Gems within 14  days from the date of delivery. 
  • To be eligible for a return, the item must be in its original condition, unused, and with all original packaging intact, including any tags if applicable. 
  • Returns shipped without a return authorization or missing packaging, tags, parts, or items will not be refunded. 

2. Return Process:

  • To initiate a return, please go to our return portal at MyEyeGems within the 14-day return window. 
  • Returns are accepted from the US and any location we offer shipping to. 
  • MyEyeGems will provide a UPS or DHL return label for all eyewear except for Custom made-to-order pieces. Cartier Custom Ready-to-Wear pieces are eligible for returns. 
  • Each return will incur a $25 USD handling fee for shipping and processing within the USA and a $50 USD handling fee for all international shipping and processing, which will be deducted from your refund. 
  • Our return portal will guide you through the process and provide a return Authorization number (RAN).
  • Pack the eyewear securely in its original packaging, including all accessories and documentation, such as the case, cleaning cloth, and all certificates. 
  • Clearly mark the RAN on the outside of the package.
  • Ship the package back for all eyewear with the prepaid label or to the address below:

            Attn: Returns RMA #
            6412 Reisterstown Road
            Baltimore, MD 21215

  • Processing your return
    • Once we receive your returned item, our quality assurance team will inspect it to ensure it meets the return eligibility criteria. 
    • If the return is approved, we will process your refund using the original payment method within 5-7 business days. Shipping/handling charges are non-refundable. 
    • Please note that refunds may take some time to reflect in your account, depending on your financial institution's policies.     
             
  • Exclusions:
    • Custom made-to-order eyewear 
    • Prescription lens orders
    • Customized or engraved eyewear

      Custom made-to-order eyewear, including prescription eyewear, or custom engraved eyewear is final sale and cannot be returned. However, these items are covered under warranty should assistance or adjustments be required. 

      Items that arrive damaged or defective may still qualify for replacement or repair.

  • Damaged or Defective Items:
    • If you receive a damaged or defective item, please get in touch with our customer service team immediately for assistance. We will arrange a replacement or refund as appropriate. There are no handling fees for damaged or defective items.

3. Exchange Policy:

  • We will exchange eyewear once within 14 days and refund the difference between your original order and the new order. There are no handling fees for exchanges. 

4. Order Modifications:

  • Nothing makes us happier than providing you with exactly what you envisioned for your eyewear needs. Therefore, we can modify your order within 1 hour after you complete your purchase. Please email customerservice@myeyegems.com, chat with a My Eye Gems representative, or call us at 833-EYE-GEMS if you need to make any changes. We will do all that we can to make any modifications after the one-hour window. 

5. Post -Purchase Maintenance:

  • My Eye Gems offers a maintenance plan on all eyewear so that you do not have to worry about the longevity and care of your eyewear needs. It is available at the time of purchase and is complimentary on products priced at $1800 and above. 

6. Customer Satisfaction Guarantee:

  • Your satisfaction is our priority. If you have any questions or concerns regarding your purchase or our return policy, please do not hesitate to contact us. Our dedicated customer service team is here to assist you. 

By purchasing from MyEyeGems.com, you agree to abide by the terms and conditions outlined in this return policy. 

Thank you for choosing MyEyeGems.com!