Return & Exchange Policy

1. Eligibility for Returns & Exchanges

• Time Window: Returns or exchanges are only accepted within 15 calendar days of the delivery date. The delivery date is confirmed by the carrier’s tracking information or your shipping confirmation email.
• Applicable Scenarios:
  • Eligible: Unused, undamaged glasses cases in original packaging (no scratches, wear, or missing parts); items received with manufacturing defects or damage during shipping.
  • Ineligible: Customized/personalized items (if applicable); items used, damaged by the customer, or returned without original packaging; returns requested after the 15-day window.
• Non-Refundable/Non-Exchangeable Items: Customized or personalized glasses cases are non-returnable and non-exchangeable unless defective or damaged upon arrival.

2. Return Shipping & Fees

• Free Return Shipping: We cover all return shipping costs for eligible returns. No return fees or shipping charges will be deducted from your refund.
• Return Shipping Label: Do NOT ship the item back to the original delivery address. After your return request is approved, we will send a pre-paid return shipping label and a designated return address to your email within 1–2 business days. You are not required to pay any additional fees for the return label or shipping.

3. Step-by-Step Return Process

1. Submit a Return Request: Contact our support team at service@liyuo.com within 15 calendar days of delivery. Include your order number, product name, reason for return, and photos (if the item is defective/damaged).
2. Receive Approval & Shipping Label: Our team will review your request within 1–2 business days. If approved, you will receive an email with a pre-paid return label and designated return address.
3. Package & Ship the Item: Securely pack the glasses case with original packaging, attach the pre-paid label, and drop it off at the carrier’s location (e.g., USPS, UPS) as instructed. Retain the return tracking number for reference.
4. We Receive & Inspect the Return: Once we receive your package (usually 3–5 business days after shipment), we will inspect the item to verify eligibility. We will notify you via email of the inspection result.

4. Refund Process

• Refund Eligibility: Refunds are issued only if the returned item meets the eligibility criteria (unused, original condition, or defective/damaged).
• Refund Timeline: After successful inspection, we will process your refund within 2–3 business days.
• Refund Method: Refunds will be credited to your original payment method (e.g., credit card, PayPal). Please allow 3–5 business days for the refund to reflect in your account (processing time varies by payment provider).
• Refund Notification: You will receive an email confirmation once the refund is processed.

5. Exchange Process

1. Request an Exchange: Specify your desired replacement (e.g., different style/color) in your initial return request email.
2. Process: After we receive and inspect your returned item, we will ship the replacement for free (no additional shipping fees).
3. Price Difference: If the replacement is more expensive, you will be invoiced for the difference; if cheaper, the balance will be refunded to your original payment method.

6. Important Notes

• Damaged/Defective Items: For items damaged during shipping or with manufacturing defects, contact us within 3 days of delivery with photos. We will arrange a free replacement or full refund (no return required in some cases).
• Lost Return Packages: Liyuo is not responsible for return packages lost or delayed by the carrier. Keep the return tracking number to monitor status.
• Late Requests: Returns/exchanges requested after 15 days will be rejected unless approved for special circumstances (e.g., carrier delays confirmed by tracking).