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 business 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. 
• Returns must be received within 30 days of your order date in order to be processed.

2. Return Process:

• To initiate a return, please go to our return portal at MyEyeGems within the 14-day return window. 
• Our return portal will guide you through the return process and provide you with a return Authorization number (RAN).
• MyEyeGems will provide a UPS return label for all eyewear except for specifically crafted Cartier Custom Eyewear by MEG, which will incur a $25 handling fee for domestic shipping and processing and a $50 USD handling fee for international shipping and processing, which will be deducted from your refund. 
• Pack the eyewear securely in its original packaging, including all accessories and documentation, including case, cleaning cloth, and all certificates. 
• Clearly mark the RAN on the outside of the package.
• Ship the package back for all eyewear, excluding Cartier Custom by MEG pieces crafted especially for you, with the pre-paid label or to the address below. Please ship Cartier and all other goods not using the prepaid label to MEG

            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 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 or made-to-order eyewear 
  • Prescription lens orders
  • Customized or engraved eyewear
    
    

    Custom orders, including prescription eyewear, are 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. 

3. Exchange Policy:

• We will exchange eyewear one time within the 14 business days and provide any refund between your original order and the new order, plus shipping charges. 
  

4. Order Modifications:

• There is nothing that 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 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. 
  

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

Thank you for choosing MyEyeGems.com!