EXCHANGE & RETURN: Request Now
Return a DOA (dead on arrival) item
If the item arrived broken, please contact us within 14 days from the delivery date and follow the procedure for the 3 Days Product Guarantee.
If the item has a high value, we may ask you to return it. Please include all of its accessories, in the returned parcel. If an accessory or component is missing, we will ask you to pay for it. All the return shipping fees will be covered by us.
Return a defective item
We will do our best to ensure that the products shipped to our customers are in their best conditions. If your product turns out to be defective, please provide us with the following proofs:
- This clause does not include products of a category with specific warranty terms as well as damages caused by incorrect usage of a product.
- Photos of the front and the back of the package or box;
- Partial shipment slips (if applicable);
- Photo or video of the defective item;
- Photo or video and a detailed description of the problem;
Within 14 days (from the date of receipt)
If any manufacturing defects are found on the glasses, please contact us within 14 days and send us the photos of the damaged part and we will resend a brand new to you.
If you accidentally damaged the glasses, we will offer you a new identical pair at 50% odd of the current retail price.
Damage caused by chemical,heat,inappropriate disassembly, scratches, collision and other human factory is NOT COVERED.
If the item is not covered by this warranty: When returning a defective product, the customer is responsible for all shipping costs.
After 14 days of shipment
We will not accept requests for a refund or a replacement after 14 days from delivered.
Please contact our customer service representatives for more information.
Return incorrect item received
If the item you have received differs completely from the one you ordered, please do not hesitate to contact our customer service and to provide us with the following proofs:
- Photos or a video of the incorrect item;
- Photos or a video showing the problem occurred with this product;
Because different batches of the products are supplied, the item logo or packaging you received may vary from the one displayed on our website. If all the functions and appearance of the product prove to be correct, please understand that this case will not be included in this policy. If a return is necessary, replacement plus shipping cost reimbursement will be issued to you once you send us a return shipping receipt showing how much you paid to return it. Please be sure that the incorrect item you return is in the original package and the merchandise is in the same condition you received it in. For the incorrect item, if you are able to find a use of it and prefer to keep it, you may suggest that to us and we will offer you a certain discount for buying it.
Return unsatisfactory products / Exchange for another style
All the products are comes with size cart in the description, please ensure your size before purchase. If you made a mistake during the order, or you just don’t like the glasses, you can choose replacement or return them for a 50% refund (excluding shipping) .
If the replacement product is more expensive, the customer must pay to cover the price difference; if the replacement product is less expensive, we will refund the price difference.
About Prescription Glasses
How long does it take a prescription glasses?
Glasses can take from 1 - 3 days, depending on the prescription, special finishes, etc. We are committed to providing your eyewear in the least amount of time possible without sacrificing our high - quality standards. To accommodate the many product enhancements that are now available, special processing is sometimes required. These orders are typically processed within 7 - 14 business days.
Can I return or replace the prescription glasses if I don’t like it?
Prescription glasses is custom products and all the prescription glasses will be double quality check before ship, we will NOT provide replacement or return if it is not about quality issue.
How can I return the defective item to Cyxus?
Please contact us before returning a defective item in order to receive the return shipping address and other instructions.
Address: 108 West 13th St, Wilmington, DE 19801
Below are some further suggestions and important reminders:
- Keep all the packaging materials and shipping notes, which may be necessary for processing your return request;
- After mailing back the product, please send us the tracking number and a copy of the shipping receipt; if we can not receive this information, we will have to wait until when the product arrives in our warehouse.
- Refunds will be arranged to the same payment method you used to place this order. All the intermediary handling fees and bank processing fees will be at the customer's expense;
- The refund process will take approximately 2 working days to complete, although the processing time may vary subject to the means of payment and the third party payment providers involved.
- You can refuse to sign for a package if you notice it is broken or open. Accepting a broken or damaged package can affect your return request;
- If you want to avoid paying high import duties on the return package, please avoid selecting an express mail service like DHL, UPS, TNT, FedEx, and similar ones;
- We can arrange a refund or a replacement of the product after receiving the defective item;
- If you refuse delivery of a parcel due to import duties or taxes, you assume all liability for all costs involved in returning the item to us.
- You are also liable for any import duties or taxes incurred during the return process.
- Please place a note inside the return package by including the following details (this will accelerate your return request):
- your order number;
- the product ID or name and the quantity;
- a short description of the problem occurred with this product;
Cyxus reserves the right to make changes and/or improvements to this policy. Any changes will be updated on the relevant section of our help center.