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Return & Refund Policy

At glasspilotlens, we maintain rigorous quality control for all eyewear. Should issues arise post-delivery, contact our customer service team at [email protected] promptly for assistance.

Return Period
Items may be returned or exchanged within 30 days of receipt, provided they meet our eligibility criteria.

Return Shipping Options

  • Post Office Collection: Arrange package pickup via your local post office.
  • Drop-off at Post Office: Deliver the package to your nearest post office.

Shipping Cost Responsibility

  • Our Fault (e.g., defective/damaged frames or lenses, incorrect prescription or color): We cover return shipping costs and provide prepaid return labels for carrier-caused issues.
  • Your Reason (e.g., style mismatch, frame fit preference changes): You bear shipping fees, which vary by carrier.

Return Requirements

  • Non-Quality Issues: Items must be unused, undamaged, and retain original tags, protective films, and packaging. For hygiene reasons, opened nose pads, demo lenses with scratches, or custom prescription lenses made to your specific order may not be eligible for return.
  • Pre-Approval Required: Obtain customer service approval before returning items.
  • Quality/Incorrect Delivery Issues: Provide clear photos of defects or errors (e.g., scratched lenses, wrong frame color) to receive return instructions.

Eligible Circumstances for Return/Refund

  • Items damaged/defective due to production or transportation errors.
  • Items differing from descriptions (e.g., frame size, lens tint, material).
  • Undelivered/lost parcels.
  • Delays exceeding agreed timelines.

Return Process

  1. Contact Customer Service: Share order number, SKU/product name, and return reason.
  2. Response: Our team replies within 24 hours on business days with detailed instructions.
  3. Ship Items: Return to the address provided by customer service, with tracking number and receipt.
  4. Refund/Exchange: We process refunds or exchanges immediately upon receipt and inspection of returned items.

Critical Notices

  • Return Address: Use only the address provided by customer service; package sender addresses are invalid.
  • Non-Our Items: Exclude non-glasspilotlens items from returns—we won’t process them.
  • Lost/Stolen Packages: We aren’t liable for transit losses; retain tracking proof.
  • Refund Timing: Refunds may take up to 7 business days to reflect, depending on your payment provider.

Special Cases

  • Defective/Damaged Items: We issue return labels for carrier-caused issues (e.g., broken frames, scratched prescription lenses).
  • Customer Remorse: You arrange return labels for size or style changes.
  • Used/Stained Items: Returns with visible wear (e.g., scratched demo lenses, bent frames, missing nose pads) may be denied.

Contact Us
Address: UNIT 60 3/F YAU LEE CTR NO.45 HOI YUEN RD KWUN TONG HONG KONG
Telephone: +852 89226016 (Available Monday–Friday, 08:00–17:00 UTC +8)
Email: [email protected]
Working Hours: Monday–Friday, 08:00–17:00 (UTC +8)
We respond within 24 hours on business days.