Return & Refund Policy

1. What is ELKLOOK's warranty policy?

ELKLOOK offers a 365-day warranty starting from the day you receive your eyewear. The warranty covers defects in material and workmanship. It does not cover damage caused by accidents, neglect, or improper care.

2. How do I return or exchange an item?

You can return, exchange, or request a refund for products that do not meet your expectations within 30 days of receiving them. Here's what you need to know:

• Eligibility: Each order is eligible for one return or exchange within 30 days.
• Non-quality issues: We cannot accept returns or exchanges for non-quality issues after the 30-day window.
• Return options: You may exchange the product or get a full refund.

3. What if ELKLOOK made a mistake with my order?

If we make an error, such as sending the wrong prescription or incorrect items, we will:

• Offer a replacement or a full refund to your original payment method.

4. What if I made a mistake in my order?

If you make an error, such as selecting the wrong prescription or shipping address:

• We cannot pay the shipping cost for your return.
• You will need to return the items at your own expense.

5. How does the exchange process work?

The exchange process includes the following steps:

• We will send you the new item after we receive your returned product.
• If the new item has a different price, you will need to pay the price difference.

6. How to return or exchange your eyewear – step by step

Step 1 – Initiate a return

Contact customer service and include the reason for your return.

Step 2 – Confirmation

Our team will inspect and approve your return within 24-48 hours.

Step 3 – Shipping (quality-related issues)

If the return is due to our error or a quality issue, we will offer a replacement or a full refund to your original payment method.

Step 4 – Processing

Once we receive the returned glasses, we will process your replacement or refund to you by the original payment method within 24–48 hours.

For non-quality issues or customer errors

You will receive a return address: please contact our Customer Service team at Service@elklook.com.

(note: this is different from the address on the shipping label). You are responsible for the return shipping cost. After shipping, please provide the tracking number.

Refund timing after processing

After we process your refund (excluding shipping costs), please allow 3-7 days for the funds to reflect in your account (credit card, PayPal, etc.), depending on your institution.

Shipping fee: The original shipping fee (if any) is non-refundable.

7. Can I modify or cancel my order?

If you want to modify or cancel your order, please contact ELKLOOK Customer Service. Please note that if your order is already in the processing stage, additional processing fees may apply. Please refer to the chart below for details.

8. Where should I send my return?

Please note the following return instructions:

• Do not send your return to the address on the package – that is not the correct return address.
• Please use the return address you receive from our Customer Service team.

9. How can I ensure my return is processed smoothly?

To ensure your return is processed correctly:

• Only return ELKLOOK products. We cannot be responsible for items that were not purchased from ELKLOOK.
• After shipping your return, please contact Customer Service with your tracking number so we can process your return promptly.