Refund policy
Due to quality issues /wrong orders
- Please check the items whether they are damaged before you open them.
- DYE Lenses will accept to exchange any product wrongly sent and bear all handling, tax/VAT, shipping costs and custom charges regardless the location that was sent to originally.
- DYE do not accept returned items that are sent back by you directly without checking with us first.
- Please do not throw products or its packages before the issue is resolved.
- If quality problems (ripped, damaged products, incomplete, shriveled, etc.) of the product are found please contact us through the live chat and fill up a complaint request.
- DYE Lenses accept to exchange products with another if the request is placed within 15 days from the date of invoice and if all other terms & conditions are met.
- DYE will bear all handling, tax/VAT, shipping costs and custom charges regardless the location if/when DYE has agreed to the exchange.
- DYE preserve the right to retrieve the products from the customer by a third-party courier company which you will be notified by customer support.
Other than quality issues
- Please check the items whether they are damaged before you open them.
- DYE Lenses do not accept returned items that are sent back by you directly without checking with us first.
- If the product is not what you expect/want while the product ordering parameters is correct, then return and exchange will not be acceptable.
- Upon receiving the return & exchange request by our customer support and thoroughly inspect the pictures you have provided; the customer support will contact you accordingly.
- Upon physically receiving the returned products for exchange, the customer support will notify you regarding the exchange procedures and handling charges.
- Customers will bear all handling, tax/Vat, custom charges, and shipping costs regardless the location should DYE Lenses has agreed to the exchange.
- Ripped, damaged products, incomplete, shriveled, etc. of the product will not be applicable for the exchange should you provide evidence otherwise.
- Should you request an exchange of products during the processing of your online order and not shipped yet, DYE Lenses will proceed with the exchange immediately. Our customer support will notify you accordingly after receiving your online exchange request.
- DYE Lenses will not be responsible if returned products are damaged or in altered conditions after you have provided all the evidence that it was sent in original condition.
- DYE preserve the right to reject any product exchange in the case of promotions. Applicable to the purchase of products that include additional products.
- DYE will not be responsible for the courier company that the customer chooses to use for the return of the order.
- Each order has only one after-sale privilege.
Return and Exchange Tips
- DYE Lenses always recommend checking the packages appearance, including the brand markings and any unique details, serial numbers and QR codes.
- DYE Lenses recommend that customers request their courier company to provide proof of delivery once the courier has safely delivered the products to DYE Lenses stores.
- Please do not seal the product when returning it and carefully hand it over to the shipping service company of your choice and let them handle the packing.
- If DYE Lenses quality control found out that returned products appears not to be genuine, we will refuse the exchange and suspend the customer from the system and escalate it through the legal channels for further actions.