Sunglasses Returns

• 
  If you are not satisfied with the sunglasses you received, we are happy to accept eligible returns for sunglasses and accessories,
• Provided they remain in perfect, unworn condition, with all original tags, protective materials, and packaging intact, and the return is initiated within 15 days of receiving your order. Customers returning items should contact Veinoptician customer service to receive the return address and information.
• Items must be unworn, in brand-new condition, and in their original packaging. Missing cases or cleaning cloths may affect the refund amount.
• Prepaid return labels are provided for customers in Germany. International customers need cover the shipping costs to return items to our studio.
• Need to return optical or prescription glasses orders? Please refer to the separate policy listed below.

Exclusion

• Sample items and select pieces designated as Final Sale are not eligible for return or exchange.
• International orders placed outside of germany. are not eligible to exchange.
• Items showing any signs of wear or use are not eligible for return, refund, exchange, or store credit.
• Should an ineligible item be returned, it will gently be gently sent back to you, as received, without refund.

Returns of Optical and Prescription Glasses

We understand that even prescription glasses customized according to your specific needs may not always provide the perfect fit you expect. Please contact us after receiving your glasses, and we will offer all possible assistance until you are satisfied. If you still wish to return them, please read the following rules.

• Optical and prescription glasses can be returned for any reason within 15 days of delivery. Since returned glasses cannot be resold, a restocking fee of 30% of the total order amount will be deducted.
• Customers may return products within 15 days from the delivery date of the order.
• To return your prescription glasses, please contact our Eyewear Concierge Service via email at service@veinoptician.com to enjoy personalized return service.

Prescription Accuracy Guarantee 

Your visual clarity is crucial. If your lenses do not match the prescription you provided, or if there is a manufacturing defect, we will provide a free replacement of your lenses. 

• Please contact us within 15 days of receiving your order and provide your relevant details and wearing experience. Our eyewear customer service will guide you through the replacement process.

Exclusions

• Sample items and select pieces designated as Final Sale are not eligible for return or exchange.
• International orders placed outside of Germany. are not eligible to exchange.
• Items showing any signs of wear or use are not eligible for return, refund, exchange, or store credit.
• Should an ineligible item be returned, it will gently be sent back to you, as received, without refund.

Exchange Policy

We are pleased to offer an exchange service for eligible domestic orders in Germany, provided it is requested within 15 days of the delivery date of your order. If you are dissatisfied or the product is not suitable, you may contact us to provide you with personalized exchange services.

 
The exchange rules are as follows:

• If the lenses do not match the prescription you provided or there is a manufacturing defect, we will provide a free lens remake once.、
• The store currently does not support exchanges between different product styles. If you do not like the style, please initiate a standard return first, then place a new order for the desired style.
• Lenses that have been used or damaged (not due to quality issues) are not eligible for exchange. We appreciate your understanding.
• Lens discomfort caused by personal reasons (such as inaccurate degree measurement or incorrect pupillary distance provided, which is not our responsibility) is not covered by free exchange. If you need lens remaking, the corresponding production fee will apply.
• Special prescriptions (not covered by available lens options) are not eligible for exchange unless there is a quality issue.

Exclusions

• Sample items and Final Sale items are not eligible for return or exchange.
• International orders placed outside of Germany are not eligible to exchange.
• Items showing any signs of wear or use are not eligible for return, refund, exchange, or store credit.
• Should an ineligible item be returned, it will be gently sent back to you, as received, without refund.

Return Processing