Refund policy

1. Return & Refund Conditions

We accept returns for both defective and non-defective products.

Return requests must be submitted within 14 days of delivery (based on carrier tracking information).

To be eligible for a return, the item must:

Be new and unused

Be unopened

Be in its original packaging

Have packaging in good condition that does not affect resale

We do not accept returns for any item that has been opened, worn, damaged, or altered in any way.

Please contact us by email before returning any item.
Returns sent without prior confirmation will not be accepted.

Non-Quality-Related Returns

For returns due to non-quality reasons (such as change of mind, ordering the wrong prescription/parameters, or dissatisfaction with the color result):

The customer is responsible for return shipping costs.

No restocking fee will be charged.

Quality-Related Returns

If the return is due to a confirmed product quality issue (such as ripped, incomplete, shriveled, or defective lenses):

Please email us within the 14-day after-sale period.

Provide clear photos of the product and packaging.

After verification, we will arrange a replacement or refund as appropriate.

If you notice any quality issue, please contact us immediately and provide clear photos to help us resolve the issue quickly.

Please do not discard the lenses or packaging before the issue is resolved.
We may have different packaging versions, and slight appearance differences may occur between batches.

2. Important Notice

Please inspect the product for damage or obvious color errors before opening the packaging.

Each order is eligible for one after-sale service request only.

Replacement, return, or refund is not available if:

The product itself is correct but the color result differs from personal expectations.

The ordered prescription/parameters are not suitable for your eyes.

3. Return Method & Fees

Return Method: Mail return

Restocking Fee: None

Refund Processing Time: 10 days

4. Return & Refund Process

Please email us at Support@genteye.com and include:

Your name

Order number

Reason for return

Please do not return items to the address shown on the package, as we may not be able to receive parcels sent there.

After receiving our email confirmation:

Place the item(s) back in the original packaging.

Returns are accepted only if the packaging is intact and the product remains unopened.

After shipping the parcel, please email us:

The tracking number

The tracking website link

Once we receive and inspect your return, if it meets the return conditions, we will issue a refund to the original payment method.

Approved refunds will be processed within 10 days.
The exact arrival time depends on your payment provider.

5. About Worry-Free Delivery

If you select “Worry-Free Delivery” at checkout, you are eligible for a full refund if your order does not arrive as described, including loss or damage during transit.

Please refer to the Worry-Free Delivery information shown at checkout for full details.