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.
Unsatisfactory products can be exchanged or refunded within 14 days of being received. It is not possible to process a request for an exchange/refund for non-quality issues for items that have expired during this 14-day window. Each order is eligible for a one-time exchange/return for any reason. Please kindly note that the "exchange order" is not eligible for another exchange/return.
Suppose we make a mistake when processing the order, such as making the wrong prescription or sending the wrong items. In that case, etc, we will provide a pre-paid Shipping Label for returning the products and will issue a replacement or a full credit to the payment account or a full refund.
If you make a mistake in your order accidentally, we are sorry that we will not be responsible for providing the prepaid shipping label and you should return the products yourself.
1. If you want a credit or a refund, the original shipping fee on the order, if any, is non-refundable. The credit/refund(excluding the shipping fee, if there is any) will be processed within 7 days after we receive your returned package.
2. If you want to exchange, we will send you the new item(s) after we receive your returned package. Please notice that the price of the new item(s) should be equivalent to the original item(s) and the price difference will be needed if there is any.
3-Month Warranty
Customers will enjoy a 3-month warranty (3 months from the date of receipt), covering any possible defect in materials and workmanship. This warranty does not cover damage caused by accidents, negligence, or improper care.
Important Notice
1. Both warranties do not cover damage 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.
Order Modification/Cancellation
If you want to modify/cancel your order, please contact our KOALAEYE Customer Service Team. For changing the shipping address(except the country)/billing address or merging the orders to ship out, we could help to update before shipment. Otherwise, the modification before the shipment cannot be made directly, you could contact the KOALAEYE Customer Service Team to cancel the order and place the order again.
Besides, for any requests for modification/cancellation, if the items have been under the processing stage, please refer to the chart below to check the additional charges as the processing fee.
| Before Shipment but Being Processed | After Shipment | |
| Frame Only & Accessories | Free | 30% of order amount |
| Glasses with Prescription/Paid Lenses | 10% of order amount | 30% of order amount |
Important Notice
About Return
1. Please do not send your return to the sender's address on your package. This is not the return address and will affect the processing of your return. You should only mail it to the address on the Return Shipping Label we provide or the address got from the Customer Service Department.
2. Please make sure you do not include non-Koalaeye items by accident in your returned package. We will not be responsible for sending back those items to you.
3. After the return, please contact the Customer Service Department to provide the tracking number for the returned package so that we can proceed with the next step ASAP.
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, chat, 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 choose 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 service@koalaeye.com
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 within three (3) months from the date on which the product was received. Once the customer becomes 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 the 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. If 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, if 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 do 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 and processing fees 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 provide 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, you may need to pay shipping and processing fees. Please refer to the Order Modification/Cancellation content above for specific fees.