At GlowLens, your satisfaction and clear vision are our top priorities. We want you to be completely happy with your purchase. If for any reason you are not satisfied, we offer a straightforward refund and return process.

1. Our Commitment to You

We stand by the quality of our products and are committed to ensuring you receive eyewear that meets your expectations for comfort, style, and protection. This policy outlines how you can return a product or request a refund.

2. Eligibility for Returns & Refunds

To be eligible for a return or refund, please ensure your item meets the following criteria:

  • Timeframe: You must initiate the return process within 24 hours from the time you received your order.

  • Condition of Item: The item must be unused, unworn, and in the exact same condition that you received it. It must be free from any scratches, damage, or signs of wear.

  • Original Packaging: The item must be returned in its original packaging, including all accessories, cases, cleaning cloths, and any complimentary gifts that came with it.

  • Proof of Purchase: A valid receipt or proof of purchase (e.g., your order ID, confirmation email) is required.

  • Non-Prescription Items: This policy primarily covers non-prescription frames and lenses.

    • Custom Prescription Lenses: Due to their personalized nature, custom-made prescription lenses are generally non-refundable and non-exchangeable unless there is a manufacturing defect or an error on our part. Please contact us immediately if you believe there is an issue with your prescription lenses.

3. Reasons for Return/Refund

You may be eligible for a return or refund for the following reasons:

  • Damaged or Defective Product: If the product you received is damaged during transit or has a manufacturing defect.

  • Wrong Item Received: If you received a product that is different from what you ordered.

  • Fit/Style Doesn’t Suit: We understand that eyewear is personal. If the frame doesn’t fit well or the style doesn’t suit your face as expected (for non-prescription items).

4. How to Initiate a Return

To initiate a return or refund, please follow these steps:

  1. Contact Us: Send an email to support@glowlens.store or call us at +880-1888-101714 within 24 Hours of receiving your order.

  2. Provide Information: In your communication, please include:

    • Your Order ID.

    • The reason for the return (e.g., “damaged,” “wrong item,” “doesn’t fit,” “change of mind”).

    • Clear photos or a short video of the item, especially if it’s damaged or defective.

  3. Wait for Approval: Our customer service team will review your request and get back to you within 48 Hours with instructions for returning the item. Please do not send the item back before receiving our confirmation and instructions.

  4. Packaging: Securely pack the item in its original packaging along with all accessories and the original invoice/receipt.

  5. Shipping:

    • For Damaged/Defective/Wrong Item: We will arrange for a pickup or provide instructions for return shipping at our cost.

    • For Fit/Style/Change of Mind: You will be responsible for the return shipping costs. We recommend using a trackable shipping service.

5. Refund Process

Once we receive your returned item, we will inspect it to ensure it meets the eligibility criteria.

  1. Inspection: We will notify you via email once we have received and inspected your returned item.

  2. Approval/Rejection: We will inform you of the approval or rejection of your refund within 24 Hours after inspection.

  3. Refund Issuance:

    • If approved, your refund will be processed.

    • Method: Refunds will typically be issued to the original payment method used for the purchase (e.g., bKash, bank transfer, or credit card refund, depending on the original payment gateway).

    • Timeframe: The refund will be credited within 48 Hours of business days after approval, depending on your bank or payment provider’s processing times.

6. Exchanges

If you wish to exchange an item (e.g., for a different color or size of the same model, for non-prescription items), please indicate this when initiating your return request.

  • We will guide you through the process of returning the original item.

  • Once the original item is received and inspected, we will process the exchange and ship the new item to you.

  • Shipping costs for exchanges due to fit/style/change of mind will be borne by the customer.

7. Shipping Costs for Returns & Exchanges

  • GlowLens Pays: If the return is due to a damaged, defective, or incorrect item received.

  • Customer Pays: If the return is due to a change of mind, incorrect size/color selection (not due to our error), or if the style doesn’t suit.

8. Contact Us

  • For any questions or to initiate a return, please contact our customer service team:

    • Email: support@glowlens.store

    • Phone: +880-1888-101714

    • Return Address (for approved returns only): GlowLens Returns [Laldighi Par, Jashore, 7400, Bangladesh.]

9. Policy Changes

GlowLens reserves the right to modify this Refund and Return Policy at any time. Any changes will be effective immediately upon posting on this page. We encourage you to review this policy periodically.

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