Refund policy
FuzWeb Return/Refund Policy
Updated September 22nd, 2025
1. Return Eligibility & Timeframes
- 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
- Contact Support: Email info@fuzweb.com with your order number, reason and at least one clear, well-lit photo.
- Wait for Approval: Do NOT ship until you receive the official return address and ticket number.
- Pack Securely: Include all original parts (frames, case, accessories) and use the original box if possible.
- 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.