Refund & Returns Policy

Return Eligibility

To be eligible for a return, your item must meet the following conditions:

• Timeframe: Items must be returned within 30 days of purchase
• Condition: Items must be unworn and in original condition
• Packaging: Items must include original packaging, case, and accessories
• Tags: All original tags and labels must be attached
• Hygiene: For health and safety reasons, items that show signs of wear cannot be accepted

How to Return Your Item

Follow these simple steps to return your Gentle Monster Jennie eyewear:

• Step 1: Contact our customer service team at [email protected]
• Step 2: Provide your order number and reason for return
• Step 3: Receive your prepaid return shipping label
• Step 4: Package your item securely with original packaging
• Step 5: Attach the return label and drop off at any authorized shipping location
• Step 6: Track your return using the provided tracking number

Refund Processing

Once we receive your returned item, we will process your refund according to the following timeline:

• Inspection: 1-2 business days to inspect returned items
• Approval: Email confirmation sent once return is approved
• Processing: Refund processed to original payment method within 3-5 business days
• Bank Processing: Additional 5-10 business days depending on your bank or credit card company

Original shipping costs are non-refundable unless the return is due to our error.

Exchanges

We currently process exchanges as returns and new purchases. If you need a different size or color:

• Return your original item following our standard return process
• Place a new order for your desired item
• Contact customer service to expedite processing
• We'll waive shipping costs on your new order when you mention the exchange

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately:

• Email us within 48 hours of delivery
• Include photos of the damaged or defective item
• We'll provide a prepaid return label immediately
• Full refund or replacement will be processed upon receipt
• We'll also cover all shipping costs for damaged/defective returns

International Returns

For international customers:

• Same 30-day return policy applies
• Customer responsible for return shipping costs unless item is defective
• Items must be declared accurately on customs forms
• Refunds processed in USD to original payment method
• Additional customs fees are customer's responsibility

Non-Returnable Items

The following items cannot be returned for hygiene and safety reasons:

• Items that show clear signs of wear or use
• Prescription glasses or custom-modified items
• Items damaged by misuse or normal wear and tear
• Items returned after 30 days from purchase date