Return and Refund

Return & Refund

At CHIClool, we are committed to providing you with high-quality eyeglasses at the best price. If you experience any issues or are not satisfied with your glasses, please do not hesitate to contact us.

180-Day Warranty

Customers enjoy a 180-day warranty (from the date of receiving the package) covering damages to glasses caused by natural quality issues. However, damages resulting from accidents, negligence, or improper care are not covered under this warranty.

30-Day Return & Exchange

Unsatisfactory glasses can be returned, exchanged, or refunded within 14 days of receipt. Each order is eligible for one return or exchange.

If the issue is caused by CHIClool (e.g., shipping damage, incorrect items, prescription errors, or wrong products sent), we will promptly resend the correct items.
If the issue is caused by the customer (e.g., incorrect prescription details, unsuitable size, or personal preference), you may return the items to CHIClool for an exchange or refund.

Return & Exchange Solutions

Solution 1: Exchange

If you choose to exchange, we will send the new item(s) after receiving your returned package.

The total cost of the replacement item(s) must not exceed the original cost after deducting the shipping fee and 30% of customized lens charges.

Solution 2: CHIClool Credit

If you choose CHIClool credit, the original shipping fee and 30% of customized lens charges are non-refundable.

The credit will be processed within 10 days of receiving the returned package.

Solution 3: Direct Refund

If you prefer a direct refund, the original shipping fee and 50% of customized lens charges are non-refundable.

Refunds will be processed within 14 days of receiving the returned package.

Important Notes

Damage incurred during return shipping is non-refundable.
The non-refundable shipping fee is calculated based on the actual shipping cost, even if your original order included free shipping.
Partial charges for returned frames may apply, depending on the inspection results.

Return Process

Do not send returns to the sender's address on your package. This is not the return address, and it will prevent CHIClool from processing your refund or exchange. Use only the return address provided by the CHIClool customer service team.
After sending your return, contact the CHIClool customer service team to provide the tracking number for your package. This will help expedite the process.

CHIClool Credit

CHIClool Credit is a virtual voucher linked to your CHIClool account. If you opt for CHIClool credit instead of a direct refund, the credit will be applied to your account within 3 days of processing your return. Please note that CHIClool credit cannot be redeemed for cash or refunded to your original payment method.

Direct Refund

Refunds will be issued to the original payment method. Due to potential transportation delays, refunds may take an additional 14 business days to process. Thank you for your patience and understanding.

Order Modification/Cancellation

If you need to modify or cancel your order, please contact the CHIClool Customer Service Team:

Changes to the shipping or billing address (excluding country changes) and requests to merge orders can be accommodated before shipment.
For other modifications after shipment or processing has begun, you will need to cancel the order and place a new one.

Please note that if items are already in the processing stage, additional charges may apply as shown in the following chart.

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