Return & Exchange Policy

1. Conditions And Terms For Return And Exchange Policy

1.1 You may request a return or exchange within 30 days after receiving your order. Wuxumu recommends that you inspect the items immediately upon receipt to better protect your rights. If you encounter any difficulties, please contact WUXUMU as soon as possible.

1.2 If you discover any quality issues with the product upon receipt, please contact us promptly and provide relevant evidence. Once the order is verified by Wuxumu, our customer service team will contact you to arrange for an exchange or refund. Quality issues refer to obvious defects in materials and workmanship, styles that do not match the original order, and visible defects in the product.

1.3 Considering the uniqueness of products, eyeglasses are custom-made products and cannot be returned or exchanged free of charge for non-quality issues.

1.4 If you make a mistake during the ordering process, or if you simply do not like the glasses, or if the glasses don’t fit well, you can contact us for assistance. We are happy to provide you with discounts so that you can purchase new glasses.

1.5 If you believe there is a manufacturing error, please return the glasses for inspection within 30 days of receiving your order package or have them inspected at a relevant institution. If the inspection shows that the glasses were not made correctly, we will remake them free of charge.

1.6 Wearing new eyeglasses requires an adjustment period, and some individuals may experience mild headaches, eye strain, or dizziness when first wearing a new pair. Typically, we recommend that customers allow for a 3-5 day adaptation period for their new glasses, particularly for progressive lenses. Our customer service team is available to provide additional tips for adapting to your new eyewear more quickly. If you continue to experience the aforementioned issues, please do not hesitate to contact us for further assistance.

2. Return And Exchange Processing Method

2.1 If you need to return or exchange a product, to reduce any additional intermediate transportation, please contact our customer service team to obtain a specialized after-sales address. Once WUXUMU receives and verifies your package, we will provide you with further return and exchange services.

2.2 Any returns that have not been previously notified will not be accepted.

2.3 When returning goods, please return them in the original condition as received (i.e., in the original packaging box), including the product, accessories, gifts, instructions, paper invoice, etc. Please also provide a written explanation of the reason for the return, the order number, and your contact information, which should be included in the package. If the above-mentioned information is not included with the returned package, we will be unable to process your return or exchange.

2.4 Once an order has been returned, any system rewards points earned will be deducted from the user’s point balance. If the user does not have sufficient points, their point balance will be reset to zero.

3. After-Sales Assistance

3.1 Standard Warranty Service (Free):

From the date of delivery, we offer a 60-day warranty for all optical frames, sunglasses, and prescription lenses against manufacturing defects. This warranty covers only issues resulting from non-human damage, including defects in materials or workmanship.

Please note:

Once a replacement has been requested, the original product will no longer be eligible for additional replacement service.

The service applies only to the specific item(s) in the purchased order and is non-transferable to other orders.

3.2 If you discover any manufacturer defects in the product within the warranty period, WUXUMU will provide you with a free one-time replacement service. The replaced product will be provided to you again with the same specifications as the original product. However, please note that if a return is made during this process, you will be responsible for the return shipping costs.

3.3 Please note that this warranty does not cover: daily wear and tear of the frame or lenses during use, damage caused by accidents, misuse, negligence, vibration, improper use or storage of the product, and damage caused by third-party modifications or repairs.

3.4 Undelivered Packages: If a package is not delivered due to our shipping error, we will resend it to you free of charge. If the package is not delivered due to an incorrect address provided by the customer or a problem with the local post office, please contact the post office immediately to retrieve the package. If the package is eventually lost, you can request proof of loss from the post office to provide to us, and we are happy to offer you discounts so that you can purchase new glasses.

4. Order Cancellation/Modification

4.1 Unpaid Orders: Please complete payment as soon as possible after placing an order. Unpaid orders are only valid for 24 hours. If the payment is not completed within 24 hours, Wuxumu will close the order.

4.2 Paid orders: If you need to modify or cancel an order due to personal reasons after the transaction is completed, please contact our customer service team as soon as possible. If there is a price difference between the original and updated order amounts after modification, you will be responsible for making up any difference.

4.3 Due to the uniqueness of glasses, if you have any requests for modifications/cancellations during the customization process, you will need to pay for the cost of lens customization. If the order has already been shipped at the time of your request for modification/cancellation, the order cannot be modified or canceled.

4.4 After an order is canceled, the system rewards points will be deducted from the user’s point balance. If the user does not have enough points, the points will be reset to zero.

4.5 Please note that modifying information stored in your personal profile will not directly affect orders that have already been generated. For any modifications to paid orders, such as prescription and address changes, you must contact the Wuxumu customer service team to complete the process. Any losses incurred due to failure to contact the customer service team in a timely manner to modify the order information will be borne by you.

5. Refund Method

5.1 Refund Amount: In the event of a return due to quality issues, a full refund will be issued based on the amount paid for your order, including the shipping fee (shipping fees for orders with free shipping will not be refunded). For refunds resulting from order cancellations/changes, the refund amount will be determined based on the actual circumstances.

5.2 Time Limit for Refunds: Once we receive and verify that the product meets the requirements for a refund, Wuxumu will issue the refund within seven business days.

5.3 Refund Method: The refund will be returned to your original payment account. The specific time of arrival is subject to the terms of the original payment platform.

5.4 Refunds for Discounted Items: For orders participating in promotions such as price reductions, discounts, and payment discounts, we will issue a proportional refund or replacement after deducting the discounted amount.