CARFIA · Customer Policy

Returns & Exchange Policy

 

At CARFIA, the quality of our sunglasses and eyeglasses is guaranteed.  This policy explains when you can return or exchange an item, who pays the shipping and fees, and when the refund reaches you.

This policy has four sections for four different situations — ordinary returns, quality / wrong-item issues, prescription & customized lenses, and warranty. Please find your situation in the overview table first, then read the matching section for the exact time limit, conditions, who pays shipping, and how the refund works.

1. At a Glance — Find Your Scenario

2. Section 1 — Ordinary Returns (Change of Mind)

2.1 14-Day Fit & Style Guarantee

If you are not satisfied with your purchase for reasons unrelated to quality (style, color, fit, size), you may request a one-time exchange or a refund within fourteen (14) days of receiving your order:

• Time limit. The 14-day window runs from the date of receipt. After it expires, no exchange or refund can be processed for non-quality reasons.
• One-time only. Each order is eligible for a single exchange-or-return request; an "exchange order" is not eligible for another exchange or return.
• Condition of returned items. Items must be returned unworn (or in best possible condition if tried on), with all original packaging, labels, documentation and accessories. Items damaged by accident, negligence or improper care are not eligible.
• Shipping. Return shipping is at your expense (no prepaid label for change-of-mind returns), and the original outbound shipping fee, if any, is non-refundable.
• Exchange. The new item must be of equal or lesser value; any price difference is payable by you. We ship the exchange after we receive and check your return.
• Refund. We refund the purchase price of the item(s) only — shipping fees are not refunded, and any fee payable under §6 is deducted from the refund.

2.2 After 14 Days but Within 30 Days — Keep It & Save on a New One

If more than 14 days have passed and you find the frame size or style is not right for you (a non-quality reason), a refund is no longer available — but we still want you to love your CARFIA:

• Time limit. Contact us within 30 days of receipt (after measuring to confirm the sizing issue).
• What we offer. A discount code for a new purchase. You keep the original item.
• Your cost. You are responsible for the shipping fee and any price difference on the new order.
• If you are still within 14 days and prefer a refund instead of the discount-code option, the 14-Day Guarantee in §2.1 applies (original shipping fee non-refundable).

3. Section 2 — Quality Issues & Wrong Items (CARFIA Liability)

If the issue is on our side, we accept full responsibility and resolve it at no cost to you: CARFIA provides a prepaid return label, and we will offer a free remake, a free replacement, a full refund, or a gift card, at your option where applicable.

3.1 Damage Upon Arrival

If your product arrived damaged in transit: contact us with your order number, frame model, and photos of the damaged area. We will offer a free remake or a full refund.

3.2 Item Does Not Match Your Order

If the delivered item does not match your order (prescription, frame color/style, lens type/thickness/tint/coating):

• Incorrect prescription made by us: provide a photo of your original prescription, order number and frame model.
• Wrong frame shipped: provide a photo of the frame you received, order number and frame model.

We will correct it at our cost — remake, replacement, or full refund.

3.3 Missing or Defective Accessories

• Missing accessory: provide photos, order number and frame model — we send what is missing.
• Defective accessory/product: provide photos of the defect, order number and frame model. If the defect does not affect normal wear and you keep the item, we may offer a gift card or partial refund as compensation.

3.4 Damage Within 30 Days of Wear (Craftsmanship / Material Defect)

If damage occurs within 30 days of wear due to a craftsmanship or material defect, we will provide a free remake and reship a new pair, or issue a gift card (including free shipping) for a new purchase. This sits within, and in addition to, the One-Year Warranty in §5.

4. Section 3 — Prescription & Customized Lenses

Prescription and customized lenses are produced individually for you from your prescription and measurements, so they follow their own rules:

• Valid prescription required. We accept prescriptions issued within the last 24 months by a qualified eye-care professional. Expired prescriptions are not accepted.
• If the error is on our side (we made the wrong lenses): see §3.2 — we provide a prepaid return label and remake or refund at our cost.
• If the error is on your side (wrong prescription entered, expired prescription used, wrong PD supplied): you may submit a return/exchange request within 30 days of receipt, and the original prescription must be provided. You are responsible for return shipping costs and any price difference between products.
• Cancellation once production has started: because customized lenses cannot be resold as new, cancelling a prescription/paid-lens order after processing begins is subject to the fee schedule in §6 (10% before shipment / 30% after shipment).

5. Section 4 — One-Year Warranty (Material & Workmanship)

• Coverage. Every pair is covered by a one (1) year warranty from the date of receipt against any defect in materials and workmanship.
• Not covered. Damage caused by accidents, negligence or improper care; normal wear and tear.
• How it relates to §3.4. Within the first 30 days of wear, a material/workmanship defect is handled under §3.4 — free remake and reship (or gift card incl. shipping). After 30 days, claims fall under this §5.
• Warranty process. Contact us with your order number, frame model, and photos/video of the issue. We will arrange the remedy for the defective item.
• Shipping. Warranty returns and replacements are free of charge: we provide a prepaid return label and ship the replacement at no cost to you (this applies both within the 30-day window under §3.4 and to warranty claims after 30 days).
• Important. Warranty replacements are non-refundable, but may be exchanged for an item of equal value if the replacement itself is defective.

6. Order Modification / Cancellation — Fee Schedule

You may request to modify or cancel an order by contacting our Customer Service Team as soon as possible.

• Free changes before shipment: shipping address (same country), billing address, and order merging can be updated free of charge before shipment.
• Other changes before shipment: cannot be made directly — we cancel the order and you place a new one. If the items are already in the processing stage, the fees below apply.

6.1 Fee Schedule

6.2 What Each Fee Means — Why, When, and How It Is Calculated

Fee base. "Order amount" means the pre-tax subtotal of the affected product(s) in your order, excluding taxes and shipping charges.

Quality / wrong-item exception. If the request results from a quality issue under §3 or a warranty claim under §5, all fees above are waived and CARFIA covers the return shipping. The fee schedule never applies to defective or wrongly shipped items.

7. Refund Timeline — One Single Clock

Previous versions of this page mentioned several different refund periods ("48 hours", "7 days", "10 days"). These have been merged into one single, clear timeline with two steps:

Step 1 — When CARFIA acts on the refund

Refunds for change-of-mind returns under §2 are processed only after we receive and inspect the returned item.

Step 2 — When the money reaches your account (bank / PayPal processing time, not controlled by us)

If you have not received your refund within the maximum time above, contact us at customer@carfia.com and we will investigate with the payment provider.

8. Return & Exchange Procedure

1. Email us at customer@carfia.com (or initiate via your account) with your order number and reason. We reply within 24 hours on weekdays / 48 hours on weekends.
2. Get the return address from our team. Do not mail the return to the sender's address on your package — that is not the return address and will delay your refund.
3. Pack the item with all original packaging, labels, documentation and accessories. Do not include non-CARFIA items by accident; we are not responsible for returning them to you.
4. Ship the return and keep the tracking number. Returns sent without prior notice are not accepted.
5. Send us your tracking number so we can start Step 1 of §7.

9. Important Notices

• Use the return address we provide — never the sender's address printed on your package.
• Do not include non-CARFIA items in your return package.
• Always provide a tracking number — we cannot process a refund or replacement without it.
• Accidents, negligence, improper care are not covered by any section of this policy.
• CARFIA replacements are non-refundable, but can be exchanged for an item of equal value if defective.
• One return per item within the applicable window (one-time replacement, full refund excluding shipping, or exchange of equal/lesser value).

10. Frequently Asked Questions

Answers match the policy sections above.

11. Contact Us

For any questions about returns, exchanges, refunds, or warranty claims:

CARFIA — Customer Service
Email:  customer@carfia.com

WhatsApp: +86 135 8045 7629

Office: KOALA INNOVATION CO., LIMITED NO. 6, 12/F, Wealth Commercial Centre, NO. 48 Kwong Wa Street, Kowloon, Hong Kong