We've Got You Covered

Refund Policy

Last updated: May 1, 2026

Your satisfaction is our priority. We stand behind every single product we sell — and if something isn't right, we will make it right. No runaround, no fine print games. Just honest, human support.

1. Our Commitment to You

We ship to 21+ countries worldwide and process thousands of orders every month. We know that in international e-commerce, things don't always go perfectly — packages get delayed, items occasionally arrive damaged, and sometimes a product just isn't what you expected.

That's why we've built a refund and return policy that is fair, straightforward, and genuinely customer-first. We don't hide behind complicated terms. If there's a problem, we want to fix it.

2. Eligibility for a Refund or Exchange

You may be eligible for a refund, exchange, or store credit if:

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  Your item arrived damaged, defective, or broken upon delivery.
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  You received the wrong item — different from what you ordered.
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  Your order never arrived and has been confirmed lost by the carrier.
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  The product is significantly different from its description on our website.
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  You are unsatisfied with your purchase for any reason within 90 days of delivery.

3. Non-Refundable Situations

While we aim to be as flexible as possible, the following situations are generally not eligible for a refund:

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  Items that have been used or worn beyond a reasonable try-on period — unless they arrived defective.
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  Delays caused by customs, local postal services, or circumstances beyond our control — though we will always investigate and assist.
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  Orders where an incorrect shipping address was provided at checkout by the customer.
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  Minor color variations between product photos and received items due to screen display differences.
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  Requests submitted after 90 days of confirmed delivery without prior contact with our support team.

4. How to Request a Refund

The process is simple. Here's how it works:

5. Refund Processing Times

Once your refund has been approved, here's what to expect:

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  Refund approval: within 1 to 3 business days of receiving your request and supporting photos.
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  Processing time: 3 to 5 business days after approval for the refund to be issued to your original payment method.
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  Bank processing: an additional 3 to 7 business days depending on your bank or payment provider.
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  You will receive an email confirmation as soon as your refund has been processed on our end.

6. Exchanges

If you'd prefer an exchange over a refund — for a different size, color, or product — simply let us know when you contact our support team. We'll do our best to accommodate your preference based on current stock availability.

In cases where an exchange is not possible due to stock limitations, we will offer a full refund or store credit of equal value.

7. Store Credit

In some cases, we may offer store credit as an alternative to a cash refund. Store credit never expires, can be used on any product in our store, and is issued instantly upon approval — making it often the fastest resolution available.

8. Damaged or Defective Items

If your order arrives damaged or defective, please do not discard the item or packaging. Contact us immediately at team@playaeye.co with:

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  Your order number
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  Clear photos of the damaged item and packaging
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  A brief description of the damage

We will arrange a free replacement or full refund at no additional cost to you. Damaged or defective item claims are always handled as a top priority by our team.

9. International Returns

Because we ship globally, return shipping logistics vary by country. In most cases, we do not require you to physically return the item — especially for low-cost items or situations involving damage. We handle the majority of cases through photo verification alone, saving you time and shipping costs.

If a physical return is required for your specific case, our support team will provide you with full instructions and, where applicable, a prepaid return label.

10. Contact Our Support Team

Still have questions about a refund or return? Our team is available around the clock — 24 hours a day, 7 days a week — ready to help you reach the best resolution as quickly as possible.

PlayaEye © 2026 · Mediterranean Eyewear · team@playaeye.co · Ships to 21+ countries worldwide