Refund policy

FuzWeb Return/Refund Policy

Updated June 20, 2026

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 info@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. Return Eligibility & Time frames

  • Standard Frames & Preset Readers: Return within 14 days of delivery if unworn, unused and in original packaging.
  • Contact us immediately if something is wrong; wearing the frames for 13 days then asking to return them is outside the policy.  
  • Prescription & Custom Frames: Not accepted unless we made a mistake (wrong, defective or damaged item).

2. How to Initiate a Return

  1. Contact Support: Email info@fuzweb.com with your order number, reason and at least one clear, well-lit photo.
  2. Wait for Approval: Do NOT ship until you receive the official return address and ticket number.
  3. Pack Securely: Include all original parts (frames, case, accessories) and use the original box if possible.
  4. Ship with Tracking: Use any trackable service and send us the tracking number; returns without tracking are ineligible for refund.

3. Return Shipping Costs

  • Customer Responsibility: You pay return postage unless the error was ours.
  • Company Responsibility: If we made the mistake, we’ll add the local return postage cost to your refund.

4. Refunds & Exchanges

Refunds are processed within 7 business days after the parcel reaches our Returns Address. Funds can go back to your original payment method or be issued as store credit – your choice.

5. Non-Refundable Fees

  • Payment-gateway processing fees (non-refundable under any circumstance).

6. Lost or Damaged Returns

  • You are responsible for the item until it reaches our Returns Address; use trackable shipping and file any loss claims with the carrier.
  • If a package is marked “Return to Sender” (unclaimed, incorrect address, etc.) we will re-ship once free after you confirm the correct address.

7. Policy Enforcement & Updates

  • Fraudulent or abusive returns may result in blacklisting from future purchases.
  • Policy changes apply from the date posted; the version active when you placed your order governs your purchase.
Questions? Email info@fuzweb.com or call +1 778 860 5467.