Politique de remboursement
Return, Refund & Warranty Policy
1. Return Window
Eligible items may be returned or exchanged within 30 days of delivery.
To qualify for a return, the item must be:
- Unworn and unused
- Free from scratches, adjustments, alterations, or lens changes
- In its original condition and packaging
- Returned with all cases, accessories, inserts, tags, and labels
Returns that do not meet these conditions may be declined.
2. Starting a Return
Contact support@framesbymadam.com within 30 days of delivery. Include your order number and reason for the return.
Please wait for return authorization and instructions before sending the item. Unauthorized returns may not be accepted.
3. Return Shipping
For ordinary US returns and exchanges, the customer is responsible for return shipping. If Frames by Madam provides a prepaid return label, its cost will be deducted from the refund.
Original shipping charges and expedited-shipping fees are non-refundable.
If the item is confirmed to be defective, damaged on arrival, or incorrect, Frames by Madam will cover the approved return-shipping cost.
International customers are responsible for return shipping, customs charges, duties, and related fees unless the return is due to a confirmed defect or fulfillment error. International returns should be marked “Returned Goods” where applicable.
4. Refunds
We’ll inspect your return after it arrives. If approved, the refund will be issued to the original payment method.
Banks and payment providers may require additional time to post the refund. We’ll notify you when the refund has been processed.
5. Exchanges
Exchanges are subject to product availability and inspection of the returned item. Replacement items ship after the return is approved. Any price difference or applicable shipping charge must be paid before the exchange ships.
6. Damaged, Defective or Incorrect Items
Contact support@framesbymadam.com within 7 days of delivery if your order arrives damaged, defective, or incorrect. Include your order number and clear photographs of the item and packaging.
After review, we may arrange an approved repair, replacement, exchange, or refund.
7. One-Year Manufacturer-Defect Warranty
Frames by Madam eyewear includes a one-year warranty against manufacturer defects, beginning on the delivery date.
The warranty does not cover normal wear, accidental damage, loss, theft, scratches, improper care, unauthorized repairs, alterations, adjustments, or damage caused by third-party lens installation.
Warranty claims require proof of purchase and may require photographs or return of the item for inspection. Approved claims may be resolved through repair, replacement, store credit, or refund, depending on the item and circumstances.
8. Non-Returnable Items
The following cannot be returned:
- Gift cards
- Final-sale items clearly marked as final sale
- Items that have been worn, used, damaged, adjusted, altered, or fitted with replacement lenses after delivery
- Items returned outside the stated return window
This does not limit rights that may apply to confirmed defects or incorrect items.
9. EU and UK Customers
Customers in the European Union or United Kingdom may have a statutory right to cancel eligible online purchases within 14 days of delivery. Any applicable statutory consumer rights remain unaffected by this policy.
