Return Policy

  1. Returns & Refunds – Updated June 20, 2026

                                                                                                                               1A.Special Provisions for European Union Consumers

    Pursuant to EU Directive 2023/2673 and the Consumer Rights Directive (2011/83/EU), if you are a consumer residing within the European Union (EU), you have a statutory 14-day right of withdrawal (the "cooling-off period") to cancel your contract with FuzWeb, subject to the specific product exemptions detailed below.

    1. Product-Specific Exemptions (Important for Prescription Orders)

    Please review how your FuzWeb purchase affects your legal right to withdraw:

    • Non-Prescription Frames and Sunglasses: You have the full right to withdraw and return these items within 14 days of physical delivery, without providing a reason.

    • Prescription Lenses & Custom Orders: Pursuant to Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to the supply of goods made to the consumer’s specifications or clearly personalized. Because prescription optical lenses are custom-ground to your unique corrective parameters, all orders containing prescription lenses or custom lens tints are final and cannot be cancelled or returned via the withdrawal protocol once production begins or after shipment.

    2. How to Exercise Your Right of Withdrawal

    For eligible non-prescription items, you can instantly exercise your right without logging into an account by using our electronic Withdrawal Button located in the footer of the FuzWeb website labeled "Withdraw from contract here".

    • The Process: Click the link, provide your Name and Order Reference Number, and click "Confirm Withdrawal".

    • Confirmation: Our system will instantly issue an automatic, timestamped email acknowledging receipt of your withdrawal on a durable medium.

    Alternatively, you may submit a clear, unambiguous statement of withdrawal to our support team at [your-email@fuzweb.com] before the 14-day window expires.

    3. Reimbursement & The Refund Withholding Protocol

    Upon a valid contract withdrawal, FuzWeb will reimburse payments received from you for the eligible items, including the costs of standard delivery.

     

    ⚠️ Withholding Notice: For any items that have already been handed over to a courier or shipped from our facilities, FuzWeb will withhold your refund until we have either received the physical frames back at our distribution center or you have provided verifiable tracking proof that the goods have been dispatched back to us.

     

    4. Return Shipping Costs

    • Customer Responsibility: You (the buyer) must bear the direct cost of returning the physical goods to FuzWeb's international fulfillment facilities.

    • In-Transit Cancelations: If you activate the withdrawal button after an order has shipped but before it arrives, you are responsible for either refusing the delivery at your door or paying the return shipping costs to mail the package back to us.

     

1.1 Return Windows & Eligibility

  • Standard Frames & Preset Readers: 14 calendar days from the delivery date. Items must be unworn, unused, and in original packaging.

  • Prescription & Custom Frames: No returns unless we made a mistake (wrong power, defective lens, factory defect, etc.).

  • Please note that wearing the frames for 13 days then requesting to return them is outside of policy.

1.2 How to Start a Return

  1. Email info@fuzweb.com or call +1 778 860 5467 with order number, reason, and at least one well-lit photograph.

  2. Wait for written approval and the correct return address; do not ship until you receive it.

  3. Pack everything (frame, case, cloth, accessories, original box).

  4. Ship trackable only; send us the tracking number within 24 h. Returns without valid tracking are void.

1.3 Who Pays Shipping?

  • Customer fault – you pay.

  • Company error – we reimburse or provide a pre-paid label.

1.4 Refund Timeline & Fees

  • Refunds processed within 7 business days after parcel is scanned at our Returns Address.

1.5 Lost or Damaged Returns

You are responsible until we scan it. Return-to-Sender parcels will be re-shipped once for free after address confirmation; further re-ships are at your cost.

1.6 Policy Abuse

Fraudulent or excessive returns may lead to black-listing and automatic rejection of future orders.

 2.              Returned to Sender" Packages:

    • If your package is classified as "returned to sender" by your local post office due to reasons such as unavailability for collection, incomplete or incorrect address, or has been disposed of by the postal service, the refund becomes void and cannot be guaranteed.

    • In case your item is returned to us, we will reship it to you at our cost after confirming the details.

    • If we are unable to contact you, a refund will be issued only when the item is confirmed returned. 

    • FuzWeb covers the cost of return shipping and reshipping of some orders.

3.             Return Process:

    • To initiate a return, please send an email to info@fuzweb.com prior to returning the product. We must have been in regular contact with you before the return.

    • Your item must be unused and in the same condition as when received, including the original packaging.

    • Once we receive and inspect your return, we will notify you regarding the approval or rejection of your refund. If approved, the refund will be processed to your original method of payment or issued as a store credit, as applicable.

4.               Return Shipping:

  • Customers are responsible for return shipping costs.

  • FuzWeb will provide customers with a return address that may not be local. Please note that the return address may differ from the original shipping location.

  • Please be aware that the sender address located in the top left corner of the shipping label is not to be used as a returns address. Any parcels sent to this address will be the customer’s responsibility to retrieve.

  • To ensure a successful return, please provide us with a valid tracking number of the returned item, which must be in transit before 14 days from the confirmation of delivery by the tracking system for the order.

  • Failure to provide a valid return tracking number will void the refund process.

  • Please enclose the correct and complete item when making a return to receive a refund. FuzWeb does not store items mistakenly sent to us.

5.          Mistaken Returns:

  • FuzWeb cannot guarantee the return of items mistakenly sent to us and no compensation will be provided.

  • If your returned item gets lost in transit, please contact the place from which you sent it for further assistance.

  1. Shipping Costs:

    • Shipping costs for the initial shipment and return are at the customer's expense, except in cases where we send you the wrong item. In such cases, we cover all shipping costs.

    • Shipping costs, customs fees and duty taxes are non-refundable.

    • Please note that specific fees charged by payment gateways (such as Shopify, PayPal, or Stripe) will be deducted from customer refunds. Details of these fees will be provided at the time of reimbursement.

  2. Policy Updates:

    • FuzWeb reserves the right to update or change any policies without prior notice to its customers.

For any additional assistance, please contact us at info@fuzweb.com. We are committed to providing the best possible support.