Return Policy

You may request a return within 15 days of receiving your order, provided the item meets the following conditions:

• The item is unworn and in its original condition
• The item is undamaged and free from scratches
• The item is in its original packaging with all accessories included
• The return request is made within 15 days of delivery

Items that do not meet these conditions may not be eligible for a return or may be subject to a partial refund.

The following items cannot be returned unless they have a manufacturing defect:

• Custom-made prescription lenses (single vision, progressive, bifocal)
• Personalised or engraved products
• Items marked as final sale or non-returnable at checkout

Non-prescription frames (without Rx lenses) are eligible for return within the 15-day window.

You can initiate a return directly from your account by following these steps:

1. Log in to your Rimloo account and go to My Purchases
2. Select the order containing the item you wish to return
3. Click the Request Return button next to the eligible item
4. Select a reason for the return and provide any additional details
5. Submit your return request

Once your return request is submitted, our team will review it and notify you via email with the next steps, including return shipping instructions.

For standard returns, the customer is responsible for the cost of return shipping. We recommend using a trackable shipping service to ensure your return reaches us safely.

For items that are damaged or defective upon arrival, Rimloo will cover the return shipping costs. Please contact our support team for a prepaid return label.

If you receive a damaged or defective product, please contact us within 48 hours of delivery. To process your claim quickly, please:

• Email us at support@rimloo.com with your order reference number
• Include clear photos of the damage or defect
• Describe the issue in detail

Our team will review your claim and offer a free replacement or full refund, including return shipping costs. We aim to resolve damage claims within 2-3 business days.

Once we receive and inspect your returned item, we will process your refund. Please allow 7-10 business days for the refund to appear in your account.

• Refunds are issued to the original payment method used at checkout
• You will receive an email confirmation once the refund has been processed
• Depending on your bank or payment provider, it may take additional time for the refund to reflect in your statement

If you paid using Stripe or Razorpay, the refund will be processed through the same gateway.

We currently do not offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order for the item you prefer.

If you have any questions about our return policy or need help with a return, feel free to reach out:

• Email: support@rimloo.com
• Website: www.rimloo.com