RETURN & REFUND POLICY

We aim to provide high-quality eyewear and personalized service to all our customers.

Because certain products may involve prescription lenses, customized lens processing, customer-provided measurements, or other personalized specifications, some orders require individual processing and production specifically for the customer.

Please carefully review your order details, prescription information, measurements, and customization options before completing your purchase.

By placing an order, you acknowledge and agree to the following Return & Refund Policy.

1. Customized and Personalized Products

Many of our eyewear products may be customized according to the customer’s selected specifications, including but not limited to:

  • Prescription lenses
  • Lens options and treatments
  • Pupillary Distance (PD)
  • Customer-provided measurements
  • Lens colors or tints
  • Personalized specifications
  • Specially processed or made-to-order products

Because these products are prepared specifically for an individual customer, customized and personalized products are generally not eligible for return, refund, or exchange due to change of mind, personal preference, sizing preference, or simply not liking the product after receiving it.

This policy applies whether or not the product has been worn, unless otherwise required by applicable law or the issue is caused by a manufacturing defect, shipping damage, or an error on our part.

2. Order Processing and Production

For customized orders, production may begin after we receive and review the required prescription, measurements, or other customization information.

Production may include, but is not limited to:

  • Prescription information review
  • Lens preparation
  • Lens cutting
  • Lens processing
  • Frame preparation
  • Lens installation
  • Assembly
  • Customization
  • Quality control
  • Other manufacturing or processing procedures

Once the required prescription or customization information has been reviewed and approved by us and the order has entered production or processing, the order is considered a customized production order and cannot be cancelled, modified, returned, or refunded due to change of mind or personal preference.

The time at which production begins may vary depending on the product and the information required to complete the order.

3. Order Cancellation

We do not provide a fixed 24-hour cancellation period for customized orders.

Before your required prescription or customization information has been reviewed and your order has entered production, you may contact us to request cancellation.

Cancellation requests made before production are subject to review and are not automatically guaranteed.

Once your prescription or customization information has been reviewed and approved and your order has entered production or processing, the order can no longer be cancelled due to change of mind, personal preference, or other reasons unrelated to a defect or an error on our part.

If you wish to request cancellation, please contact us as soon as possible at:

john@crazysteampunk.com

Please include your order number and the reason for your cancellation request.

4. Customer-Provided Prescription and Measurement Information

Customers are responsible for providing accurate and complete prescription information, Pupillary Distance (PD), measurements, and other information required to process a customized order.

Before submitting your order, please carefully verify all information provided to us.

If a product is manufactured according to the information submitted or confirmed by the customer, an error originating from the customer’s submitted information will generally not be considered a manufacturing defect and may not qualify for a refund, free replacement, or remake.

This includes, but is not limited to:

  • Incorrect prescription information
  • Incorrect PD
  • Incorrect measurements
  • Incorrect lens options
  • Incorrect customization selections
  • Other information incorrectly entered or provided by the customer

If you believe there is an issue with your prescription or measurements, please contact us so that we can review the order and determine whether the issue originated from the information provided by the customer or from our processing.

5. Prescription Information Review

When applicable, our review of prescription or customization information is intended to determine whether the submitted information is sufficient and technically processable for production.

Our review does not constitute medical advice, medical diagnosis, or confirmation that a prescription is medically appropriate for the customer.

Customers should consult a qualified eye-care professional regarding the suitability of their prescription when necessary.

6. Damaged, Defective, or Incorrect Items

Although customized products are generally non-refundable, we will assist customers when an order arrives with a genuine manufacturing defect, is damaged during shipping, or is materially different from the specifications confirmed in the order due to an error on our part.

You may contact us if:

  • The product arrives damaged or broken.
  • The product has a manufacturing defect.
  • You received the wrong product.
  • The product materially differs from the specifications confirmed in your order due to an error on our part.

Please contact us as soon as reasonably possible after receiving your order and provide clear photos and/or videos showing the issue.

We may request additional information or evidence when necessary to evaluate the claim.

After reviewing the situation, we will determine the appropriate resolution, which may include:

  • Replacement
  • Repair
  • Remake
  • Partial refund
  • Full refund
  • Another reasonable solution

The available remedy will depend on the nature and severity of the issue.

7. Damage Caused by the Customer

Products may not be eligible for replacement or refund if the damage or issue is caused by the customer’s handling, use, modification, alteration, or improper care.

This may include, but is not limited to:

  • Scratches caused after delivery
  • Physical damage caused by improper handling
  • Damage caused by improper cleaning
  • Unauthorized modifications
  • Alteration of the frame or lenses
  • Damage caused by accidents or misuse
  • Normal wear and tear

We reserve the right to review each case individually.

8. Returns and Refunds for Customized Products

Customized products are generally final sale.

We do not accept returns or provide refunds for customized products because of:

  • Change of mind
  • Personal preference
  • Product style preference
  • Color preference
  • Sizing preference
  • Failure to like the product after receiving it
  • Incorrect information supplied by the customer
  • Incorrect prescription or measurements supplied by the customer
  • Customer selecting the wrong customization option
  • Other reasons unrelated to a manufacturing defect, shipping damage, or an error on our part

Please carefully review your order before submitting your purchase.

9. Orders With Missing or Delayed Information

Some customized orders require additional information from the customer before production can begin.

If required information is missing, incomplete, unclear, or inaccurate, the order may be placed on hold until the necessary information is received.

Delays caused by missing, incomplete, or inaccurate customer-provided information are not considered processing or shipping delays caused by us.

If the customer does not provide the required information within a reasonable period, we may contact the customer to request the information and place the order on hold until the issue is resolved.

10. Damaged Goods During Shipping

If your order is damaged during transit, please contact us as soon as reasonably possible after delivery.

Please provide clear photos and/or videos showing:

  • The package and shipping materials, if available
  • The condition of the package upon arrival
  • The damaged product
  • The specific area of damage

This information may be required for us to evaluate the claim and, where appropriate, communicate with the shipping carrier.

Please do not dispose of the damaged product or packaging until we have reviewed the situation.

Depending on the circumstances, we may offer a replacement, repair, remake, refund, or another appropriate solution.

11. Refund Processing

If we approve a refund in an eligible situation, the refund will generally be issued to the original payment method used for the purchase.

Once a refund has been processed by us, the time required for the funds to appear in your account may vary depending on your bank, credit card issuer, or payment provider.

We are not responsible for delays caused by banks, card issuers, payment processors, or other financial institutions after the refund has been successfully processed by us.

12. Non-Returnable Situations

Unless otherwise required by applicable law, products are generally not eligible for return or refund in the following circumstances:

  • The customer changes their mind.
  • The customer does not like the product after receiving it.
  • The customer prefers a different style, color, or size.
  • The customer provides incorrect prescription information.
  • The customer provides incorrect PD or other measurements.
  • The customer selects incorrect customization options.
  • The product has been customized according to the customer’s submitted specifications.
  • The order has entered production or processing.
  • The product has been worn, altered, modified, or damaged by the customer.
  • The issue is caused by normal wear and tear.
  • The customer purchased the product through an unauthorized retailer or third party.
  • The customer requests a return for reasons unrelated to a product defect, shipping damage, or an error on our part.

13. Sale and Promotional Items

Sale, discounted, clearance, and promotional products are subject to the same return and refund conditions described in this policy.

Customized sale or promotional products are generally final sale and are not eligible for refunds due to change of mind or personal preference.

Any specific promotional terms displayed at the time of purchase will also apply.

14. Unauthorized Returns

Please contact us before sending any product back.

Do not send products to us without receiving return instructions from our customer service team.

Products returned without prior authorization may not be accepted or processed.

If a return is approved, we will provide the appropriate return instructions.

15. Applicable Law

This policy is intended to clearly explain our standard return and refund procedures.

Nothing in this policy is intended to exclude or limit any rights or remedies that cannot legally be excluded or limited under applicable consumer protection laws.

Where applicable law provides mandatory consumer rights that differ from this policy, those rights will apply.

16. Contact Us

If you have any questions regarding an order, prescription, customization, production status, product defect, damaged item, return request, or refund request, please contact us before sending anything back.

Email: john@crazysteampunk.com

We will review your request and determine the appropriate solution based on the circumstances of the order and the applicable terms of this policy.