Returns & Refunds

Returns & Refunds

1. freeovo Warranty Policy
   freeovo provides a 365-day warranty for all eyewear, starting from the date of delivery.
   The warranty covers:

Manufacturing defects
Material defects
Craftsmanship issues

The warranty does not cover:

Accidental damage
Negligence or misuse
Normal wear and tear

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

---

2. Return & Exchange Eligibility (30 Days)
   If your eyewear does not meet your expectations, you may request a return or exchange within 30 days of delivery.

Key terms:

Each order is eligible for one return or exchange within the 30-day window
Non-quality returns after 30 days are not accepted
Refunds are issued only to your original payment method
Exchanges are allowed if the returned item is in original condition

---

3. If freeovo Made a Mistake
   If you receive an incorrect item (wrong color, wrong model, incorrect lens details, etc.):

We will provide an appropriate return solution
You may choose a free replacement or a full refund to your original payment method

---

4. If the Customer Made a Mistake
   If the issue was caused by customer error (incorrect lens details, incorrect address, etc.):

Return shipping costs are the customer’s responsibility
We will provide the correct return address after reviewing your request

---

5. Refund Processing
   Refund processing details:

Refunds begin within 7 business days after we receive and inspect the returned item
Original shipping fees (if any) are non-refundable
Refunds are issued only to the original payment method
Please allow 3–7 business days for the funds to appear in your account

---

6. Exchange Process
   A replacement will be shipped after we receive and inspect the returned product
   If the replacement item has a higher price, the difference must be paid before shipment

---

7. How to Return or Exchange Your Eyewear

Step 1 — Contact Customer Service
Email us at service@freeovo.com
Include your order number, reason for return, and photos/videos if it’s a quality issue.

Step 2 — Review & Approval (24–48 hours)
Our customer service team will confirm the details and provide instructions.

For Quality Issues
We will provide the appropriate return method
After receiving the returned item, we will process your refund or exchange within 24–48 hours

For Non-Quality Issues
You will receive a return address (note: this is not the address on your package)
Return shipping costs must be covered by the customer
After we receive the returned item, we will process your refund or exchange within 24–48 hours

---

8. Modifying or Canceling an Order
   If you need to modify or cancel your order, please contact us as soon as possible.

If your order has not entered processing, changes or cancellations are free
If your order is already being processed, cancellation may not be possible
Shipped orders cannot be canceled

---

9. Return Shipping Address
   Important notes:

Do not return items to the address shown on your original package
That is not our return facility
We will provide the correct return address after reviewing your request

---

10. Tips for Faster Processing
    To ensure a smooth return:

Only return items purchased directly from freeovo
After shipping your return, send the tracking number to customer service

---

11. Store Credit
    freeovo does not offer store credit, wallet balance, or internal points.
    All refunds are returned only to your original payment method.

---

12. Refund Summary
    Refunds go only to your original payment method
    If your card is no longer active, please contact your bank for instructions
    freeovo cannot provide refunds as credit, coupons, or wallet balance

---

Disclaimer:
We are an online retailer providing customizable eyewear products.
We do not provide medical advice, diagnosis, or healthcare services.