Return / Exchange Policy

At ORVOIS, we want you to feel confident when shopping for eyewear online. If something is not right with your order, our customer service team is here to help.

We offer a 30-day return period from the date your order is delivered. Eligible standard, non-customized products may be returned within 30 days, provided that they meet the return requirements listed below.

To request a return or exchange, please contact service@orvois.com first and provide your order number, the reason for the request, and photos or videos of the product when applicable.

Please do not send your order back without prior approval from ORVOIS. Once your request has been approved, our customer service team will provide the designated return address and return instructions.

30-Day Free Return

Eligible standard, non-customized products may be returned within 30 days after delivery for non-quality-related reasons.

Approved standard returns within the 30-day period will not be subject to a standard restocking fee, provided that the product remains in acceptable return condition and the return is not caused by incorrect information supplied by the customer.

After the 30-day return period, non-quality-related returns will no longer be accepted.

Order Cancellation & Modification Policy

We understand that plans can change. If you need to cancel or modify your order, please contact us as soon as possible.

Once an order enters payment processing, production, customization, fulfillment, or shipment, certain costs may already have been incurred.

Incorrect Shipping Address Policy

Please carefully review your shipping address before completing checkout. If an incorrect or incomplete address is provided, please contact us immediately.

If the order has not yet entered processing or shipment, we will make reasonable efforts to update the address.

Once an order has been processed or shipped, we cannot guarantee that the shipping address can be changed.

If an order must be redirected, reshipped, reproduced, or replaced because of incorrect shipping information provided by the customer, the related costs will be the customer's responsibility.

ORVOIS is not responsible for loss, delay, failed delivery, or additional shipping costs resulting from an incorrect or incomplete address supplied by the customer.

Incorrect Prescription or Lens Information

Prescription eyewear is produced according to the prescription and customization information submitted with your order.

Customers are responsible for carefully checking all information before placing the order, including:

• SPH
• CYL
• AXIS
• ADD
• PD
• Prism information
• Lens type
• Lens index
• Other prescription or customization details

If the glasses were manufactured correctly according to the information submitted by the customer, but the information supplied was incorrect, the order will not be considered a product quality defect.

Any remake, replacement, shipping, handling, or related cost resulting from incorrect prescription or customization information supplied by the customer may be charged to the customer.

Defective, Damaged or Incorrect Products

ORVOIS products are inspected before shipment. However, if you receive a product that is defective, damaged during delivery, incorrect, missing essential components, or manufactured incorrectly compared with the information submitted to us, please contact us as soon as possible.

Email: service@orvois.com

Please include your order number, a description of the issue, and clear photos or videos showing the problem.

Once the issue has been confirmed by our customer service team, ORVOIS may provide an appropriate solution such as:

• Replacement
• Repair
• Remake
• Exchange
• Partial refund
• Full refund

Cancellation, restocking, or handling fees do not apply to confirmed product defects, incorrect products sent by ORVOIS, or other issues determined to have been caused by us.

1-Year Warranty

ORVOIS provides a 1-year limited warranty from the date of delivery for eligible manufacturing defects.

The warranty may cover:

• Manufacturing defects in the frame.
• Manufacturing defects in hinges or structural components.
• Lens manufacturing errors caused by ORVOIS.
• Other verified defects caused by workmanship or materials.

The warranty does not cover:

• Normal wear and tear.
• Accidental damage.
• Improper handling or storage.
• Scratches caused during use.
• Crushing, bending, or impact damage.
• Unauthorized repairs or modifications.
• Damage caused by chemicals or extreme temperatures.
• Lost or stolen products.
• Incorrect prescription or customization information supplied by the customer.

Depending on the circumstances, ORVOIS may determine whether repair, replacement, remake, or another solution is the most appropriate warranty resolution.

Requirements for Return & Exchange

To qualify for a return or exchange, the following conditions must be met:

1. The return or exchange request must first be submitted to ORVOIS customer service.
2. The request must be approved before the product is shipped back.
3. Returned products must be in acceptable return condition.
4. All original accessories, cases, packaging, manuals, cables, and other included items should be returned together.
5. Products must be returned to the designated address provided by ORVOIS.
6. Customers should use a trackable shipping method and provide the return tracking number to our customer service team.
7. Unauthorized returns may be rejected.
8. Products must have been purchased directly from the official ORVOIS website.

Non-Acceptable Return Conditions

ORVOIS may refuse a return or exchange if:

1. The product was not purchased directly from the official ORVOIS website.
2. The return was sent without prior approval from ORVOIS customer service.
3. The 30-day return period has expired and there is no confirmed product quality issue.
4. The product shows excessive wear, intentional damage, stains, odors, scratches, liquid damage, or improper handling.
5. Original accessories, cases, packaging, or included components are missing.
6. The product has been altered, repaired, or modified without authorization.
7. The issue resulted from incorrect prescription, PD, address, lens choice, or customization information supplied by the customer.
8. A customized product was correctly manufactured according to the customer's submitted information.

Exchange Process

If your exchange request is approved, the process generally includes the following steps:

1. Step 1: Contact ORVOIS customer service and submit your exchange request.
2. Step 2: We will review your request and provide the designated return address if approved.
3. Step 3: Return the product according to the instructions provided.
4. Step 4: Send the return tracking number to our customer service team.
5. Step 5: We will inspect the returned product after receiving it.
6. Step 6: We will send the replacement item after your returned product has been received and approved.

Refund Policy

Your refund will be processed according to the following terms:

1. Refund Processing Time

Once we receive and inspect your returned item, approved refunds will normally be processed within 7 days.

2. Shipping Fees

The original shipping fee, if any, is non-refundable, except where required by law or where the return is caused by a confirmed ORVOIS error.

3. Refund Method

Refunds will be issued to the original payment method used for the purchase, including credit card, PayPal, or another supported payment method.

After your refund has been approved and processed, please allow approximately 3–7 business days for the funds to appear in your account.

Actual processing times may vary depending on your bank, card issuer, PayPal, or other payment provider.

About the Return Process

• Step 1: Contact service@orvois.com with your order number and reason for return.
• Step 2: Provide any requested photos, videos, or supporting information.
• Step 3: Our customer service team will review your request.
• Step 4: If approved, we will provide the designated return address and return instructions.
• Step 5: Pack the product securely together with the required accessories and included items.
• Step 6: Ship the package using a trackable shipping service.
• Step 7: Send your return tracking number to our customer service team.
• Step 8: Once the returned package arrives, ORVOIS will inspect the product.
• Step 9: Once approved, your refund or exchange will be processed.

Refund Time

Once the returned item has been received, inspected, and approved, ORVOIS will normally process the refund within 7 days.

After the refund has been issued, the funds typically appear in your original payment account within 3–7 business days.

Bank and payment-provider processing times are outside ORVOIS's control.

If more than 7 business days have passed after receiving confirmation that your refund was issued, please contact your bank or payment provider first. If you still require assistance, contact our customer service team.

Purchases Made Through Other Sellers

This Return, Refund, Exchange, and Warranty Policy applies only to eligible products purchased directly through the official ORVOIS website.

Products purchased through third-party marketplaces, retailers, resellers, other websites, or unauthorized sellers must be returned through the original seller and are subject to that seller's applicable return policy.