At KOALAEYE, the quality of our sunglasses and eyeglasses is guaranteed. We are committed to your 100% satisfaction with our product.
14-Day Fit & Style Guarantee
With our 14-Day Fit & Style Guarantee (14 days from the date of receipt), you can make a return for a one-time exchange or a refund within 14 days of receiving your order without questions asked.
Customers will enjoy a 3-month warranty (3 months from the date of receipt), covering any possible defect in materials and workmanship.
1. Both warranties do not cover damage and/or return requests caused by accidents, negligence, or improper care. A shipping fee may apply for a one-time replacement.
2. KOALAEYE Credits and replacements are nonrefundable.
3. Each item is entitled to a one-time, no-questions-asked return for either a one-time replacement or a full refund — not including shipping fee — or product exchange of equal or lesser value within 14 days.
If you want to modify/cancel your order, please contact KOALAEYE Customer Service Team within 24 hours after placing the order. An extra charge will be generated if there is a price difference. For any requests for modification/cancellation over 24 hours, please refer to the chart below to check the additional charges.
|Before Shipment (but over 24h)||After Shipment|
|Frame Only||Free||Handing fee of $4.95 + Shipping Fee|
|Prescription Glasses||Handing fee of $4.95||Handing fee of $4.95 + Shipping fee|
Return & Exchange Procedure
1. Just feel free to email us and then we will help you with the exchange or return. Once your request is made, our customer service will be in touch with you within 24 hours on weekdays or 48 hours on weekends.
2. Please contact us to get the return address, if you want to return the package. We don’t accept the return packages without notice in advance.
3. Once customer service notifies you that you're all set to mail your return, make sure to provide us with your tracking number for the returned package.
4. It is the customer's responsibility to ship the item(s) back and notify us via phone, email, chats, or SMS message so we can initiate the refund, KOALAEYE credit transaction, or replacement.
5. You'll receive a refund within 48 hours of providing your tracking No. Or, if you chose the replacement option, we'll ship your new eyewear.
If you prefer, you can also initiate a return by emailing our customer service team at firstname.lastname@example.org
The Refund Processing Time
KOALAEYE informs the customer that the time limit for refunding the amounts paid depends on the method of payment that the consumer and user would have used when purchasing the product:
- If the customer has paid by credit/debit card, the refund will be back to the account within 30 days. In most cases, it will be faster for the refund that will be reflected on your account within around one (1) week, depending on the processing time of your bank.
- If the customer has paid by PayPal, the refund will be back to the PayPal account within three (3) business days.
Please feel free to contact us if you don't receive the refund within the days listed above.
Returns Due to Manufacturing Defects
The customer may return to KOALAEYE, free of charge, any product that is defective or that does not meet the description made during a period of three (3) month from the date on which the product was received. Once the customer became aware of the defect of the product, please contact KOALAEYE customer service, indicating:
1) The defective product or products, attaching photographs and other evidence that demonstrate the defects or lack of conformity of the products,
2) A detailed list of the defects found, the purchase order and any other additional documentation that provides identification of the purchase made by the customer.
Once KOALAEYE has received request from the customer and has analyzed the incident through its Quality Department, he/she will be informed as soon as possible whether or not the return of the product is deemed appropriate, taking into account objectively the nature of the product or the nature of the alleged lack of conformity or defect. In the event that the return is deemed appropriate, KoalaEye will indicate to the customer how and where to return the defective product.
However, KOALAEYE will not, in any case, be responsible for products that are returned by the customer without having carried out the process detailed above.
Each product to be returned must be unused or, in the event that the defect is found after normal and daily use, in the best possible condition, and must be returned together with all its labels, packaging and -if applicable-, documentation and original accessory elements that originally came with it. If the consumer and user does not proceed in this way, KOALAEYE and, in particular, the Quality Department, will have to objectively assess the incident by determining whether the product is defective, taking into account its nature and the nature of the alleged lack of conformity or defect.
In line with the above, the customer may replace the defective product with another same pair, without incurring any cost in replacing the product. If it is not possible to replace the defective product with another same pair, the consumer will be offered the possibility of choosing a new, similar item.
Frequently Asked Questions
1. What if I don't like what I ordered?
You can contact our customer service to make a return for a one-time exchange or a refund within two weeks of receiving your order without question asked. The shipping fee may apply.
2. What if the item's damaged when it arrives, or I was sent the wrong item?
You can contact our customer service and providing pics of the defective product or products, attaching photographs and other evidence that demonstrate the defects or lack of conformity of the products,
A detailed list of the defects found, the purchase order and any other additional documentation that provides identification of the purchase made by the customer.
3. How much do returns cost?
If you need to return an item because it's faulty, or because of something we've done wrong, we won't charge you for the return/collection. But if you're returning an item because you've changed your mind, the shipping fee and the processing fee $4.95 may apply.