Return & Refund Policy
We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.
Zeelool offers a 365-day warranty (from the day of receiving the products), covering clear defects in material and workmanship. This warranty does not cover damage caused by accidents, negligence, or improper care.
30-Day Exchange & Return
Unsatisfactory products can be exchanged or refunded within 30 days of being received. It is not possible to process a request for a refund for non-quality issues for items that have expired during this 30-day window. Each order is eligible for a one-time exchange/return for any reason. Please kindly note that the ''exchange order'' is not eligible for another exchange/return.
If we made a mistake when processing the order, such as making the wrong prescription, sending the wrong items, etc, we will provide a Return Shipping Label for returning the products and will issue a full refund.
If you made a mistake in your order accidentally, we are sorry that we will not be responsible for providing the shipping label and you should return the products yourself.
- If you want a refund, the original shipping fee on the order, if any, is non-refundable. The refund(excluding the shipping fee, if there is any) will be processed within 7 days after we receive your return package.
- If you want to exchange, we will send you the new item(s) after we receive your return package. Please notice that the price of the new item(s) should be equivalent to the original item(s) and the price difference will be needed if there is any.
If you want to modify/cancel your order, please contact Zeelool Customer Service Team within 24 hours after placing the order. An extra charge will be generated if there is a price difference. For any requests for modification/cancellation over 24 hours, please refer to the chart below to check the additional charges.
|Before shipment||After shipment|
|Frame Only||Free||30% of the frame charges|
|Prescription Glasses||10% of the order amount||30% of the order amount|
- Please do not send your return to the sender's address on your package. This is not the return address and will affect the processing of your return. You should only send it to the address on the Return Shipping Label we provide or the address got from the Customer Service Department.
- Please make sure you do not include non-Zeelool items by accident in your return package. We will not be responsible for sending back those items to you.
The refund will be issued to the original payment method or your store points, as per your request. Unfortunately, due to transportation delays, your refund may require an additional 3-5 days to process. Thank you for your patience and understanding. As part of PCI compliance, no refunds will be issued to any card other than the credit card used on the order. If you don’t have access to the credit card on the order, then the amount of the refund will be issued as a store credit only to the customer account used to place the order.