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Warranty, Returns & Refunds

Warranty

Do you have a warranty?
Yes, we warrant our eyewear against breakage due to defects in the material.

 

How long does the warranty last?
The warranty lasts for 12 months from the purchase date. To confirm the purchase, you need to save the receipt or provide any other suitable form of proof (e.g., a screenshot of the payment confirmation email from us).

 

Does my case apply to your warranty policy?
The warranty covers the following manufacturing defects:
- Cracks in the frames;
- Temple rod damages;

- Lack of components.

The warranty does not cover the following problems:

- Scratches on lenses;
- Accidents, negligence, misuse or storage-related defects;
- Unauthorized changes or repairs;
- Natural wear-out (earpieces, nose pads, screws).

 

What can I get if my case applies to your warranty policy?
If your situation applies to our warranty conditions, you have the right to:
- Demand a replacement of the same model;
- Demand a replacement of the same product in a different model (with price recalculation);
- Demand a free repair of the glasses.

 

How can I get the warranty?
To request the warranty, please, contact our support at cs@ochiscoffee.com
Please make sure that your message includes:
  1. Your complete name, current return address, telephone number, and email address used for making the original order;
  2. Proof of purchase — a receipt or a screenshot of the payment confirmation email from us. Please, make sure that it shows the purchase date;
  3. A brief description of what happened with the glasses:
  4. A couple of photos showing the breakage from different angles.
If your problem falls under our warranty cases, we will give you options of at-home repairs or ask you to send them back to us. In this case, the delivery is split 50/50 (you pay for the delivery to us, we pay for the way back to you).

 

What if my Ochis just break?
Please email us at cs@ochiscoffee.com describing the problem in the same way you would with a warranty case. 
We will show your photos to our repairmen and propose a convenient solution to your problem. We do repairs even after the warranty has run out, but in such cases, you will need to pay for both the works and the delivery to Kyiv and back.

 

Returns

Can I return my glasses if I’m not satisfied with my purchase?
Yes. All returns must be claimed and made within 7 days of receiving your order.
If you wish to return your Ochis, write to us at cs@ochiscoffee.com indicating the reason for the return.
After our manager confirms the possibility of a return, you will need to send the glasses back to Kyiv.

 

Can I return my glasses if I don’t like how they fit?
Yes. In this case, we may propose an exchange for a different model as a solution. If you wish to change the lenses too, the price will be recalculated.

If you don’t want an exchange, you can send your glasses back to us. Make sure to do that only if they are in their prime condition without any signs of use. We will refund you after we confirm that this case fits our refund policy.

*Please note that the customer pays for the shipping in case of a return.

 

Who pays for the shipping in case of a return?
If the reason for the return is personal (not warranty-related), you have to pay for delivery yourself.

 

How do I send the glasses back to you?

The product and all originally included items must be in their primary condition with no visible signs of use. Please pack the glasses in a cardboard box and use the delivery service that assigns a tracking number and guarantees package insurance. Send us the tracking number so we know when to expect the delivery.

Please note that Ochis is not responsible for return packages lost in transit.

 

Refunds

How long does it take for you to process a refund?

Upon receiving the glasses, we will check their condition and compliance with the return policy and then process a refund within 2 weeks.

Please note that it may take some time before your refund is officially transferred. 

 

I want to get a refund for glasses with prescription lenses. Can I do that?
If you wish to have a refund for glasses with prescription lenses, we will only provide a refund for the cost of the frames.

 

I got a refund confirmation from you, but the money hasn’t been transferred back to me. What can I do?

If you haven't received a refund yet, first check your bank account, then contact your credit card company or your bank. 

If you've done all of this and still have not received your refund, please contact us at cs@ochiscoffee.com.