Return and Refund Policy
Welcome to eye-oo.com
At eye-oo, we strive to ensure your satisfaction with every purchase. If, for any reason, you are unsatisfied, we have a straightforward return policy in place to facilitate the process. Please take a moment to review our Return and Refund Policy:
Eligibility for Return
You have a 14-day return window from the date of receiving your order to initiate a return. The cooling off period, during which you may exercise your right to cancel and return the product, ends 14 days after the day on which you or a person designated by you, other than the delivery carrier, takes physical possession of the ordered product. In the case of several products ordered in the same order but delivered separately, the 14-day period starts from the day on which you physically take possession of the last item delivered.
To qualify for a refund, the returned goods must be unworn and in perfect condition, with all accessories and original packaging intact. Products must be returned clean, unworn, and with their security tag still on. We will not be able to refund any goods that do not meet these criteria.
Non-Returnable Items
Unfortunately, sale items are non-returnable and cannot be refunded. Nuance Audio Glasses, Even Realities glasses, and other e-devices (such as Ray-Ban Meta, Oakley Meta, etc) are not eligible for return once the protective seal is broken. Due to the nature and technology of these items, we cannot accept returns unless the product is defective upon delivery (DOA) or covered by a manufacturer's warranty in case of a fault. Please inspect the product carefully before removing any protective seals or using it. Once opened or tried on, returns will not be possible.
Customized items, including prescription and non-prescription lenses, are generally not eligible for a refund unless they are defective or do not match the prescription provided. In the event of a defect or a prescription mismatch, please contact our customer service immediately for assistance.
Return Process
To initiate your return request, please complete our form through our Return Portal linked below:
EYE-OO RETURN PORTAL
Complete the form accordingly and our customer service team will approve your request within one working day. After you will receive a pre-filled return label and further instructions on how to return the order. If you complete the form during the weekend, the waiting period is slightly longer since we are shut on the weekend. You should receive the return label the following Monday. Please check your spam or junk folder should you not see it.
If you experience any technical problems or do not receive a pre-filled label 2 working days after submitting your return request, please contact our customer service team for assistance.
Return Timeframe
Goods must be shipped back to us within 10 days of receiving the return label. Please ensure that you promptly return the item to avoid any delays in processing your refund.
Return Authorization and Label
To ensure a smooth return process, please obtain authorization from our customer support team before shipping the item back. Any article returned without our authorization or without our provided return label will be ineligible for a refund.
Responsibility for Return Shipping Costs
Please note we apply a return management fee that is deducted from your refund. This fee is applied to each item in your order and varies depending on the delivery zone of your order. Custom lenses and e-devices are non-refundable and are excluded from this policy. Below are the updated fees based on delivery zones:
Italy: €5
European Union: €10
Switzerland, United Kingdom, United States, Australia, Canada: €25
Albania, Bosnia & Herzegovina, Iceland, Kosovo, Liechtenstein, Moldova, Montenegro, Norway: €30
Rest of the World: €45
Conversion to other currencies will be processed based on the exchange rate applicable at the time of the return request, as determined by the European Central Bank.
Refund Method
The responsibility of the item to be returned is yours until it reaches us. Once we receive and inspect the returned item, we will initiate the refund process. The cost of the glasses will be refunded to you, minus the return management fee. Please note that shipping costs and any incurred taxes are non-refundable. You will receive your refund through the original payment method.
Refund Timeline
Once we confirm the glasses are in perfect condition, we will process your refund. The refund will be issued within 5-7 business days. The refund processing time may vary depending on your payment provider's policies.
Exchange Policy
We do not accept exchanges. If you wish to buy another item, you must follow our return procedure first and then place a new order for the item you wish to purchase. Our staff will treat both orders separately.
Faulty Items / Incorrect Items
All items are quality controlled before being shipped. In the unlikely event that you receive an incorrect or faulty item, please fill out the Return Request Form and select the reason for your return, provide photographs if necessary, and we will assist you in resolving the issue immediately.
Contact Information:
For further information or any order, return or refund related inquiries, please don't hesitate to contact our dedicated customer service team.
We are available Monday to Friday: 8AM - 5 PM (CET).
E-mail: customercare@eye-oo.com
Phone: (+39) 051 0320175
Return Address:
Eyeoo Srl
via De’ Musei, 4
40124 Bologna (BO)
Italy
This address is pre-filled on the return label and the documents you will receive.
Legal Compliance
For more information on the right of return and refund, we invite you to review our Terms of Service.
We appreciate your understanding and cooperation.
Thank you for choosing eye-oo.
Last updated: 17 December 2025