Exchange / Return / Refund Policy

 

We are committed to providing the best possible experience for every customer. If you experience any issues with your purchase or are not satisfied with the product received, we are happy to assist you under the terms and conditions outlined below.

 

1. General Conditions for Exchanges and Returns

  • Products may be exchanged or returned within 30 days from the date of receipt.
  • This policy applies to all product categories, unless otherwise specified.
  • We accept exchanges or returns in the following cases:
    • The product delivered is incorrect in model, color, or does not match the order.
    • The product is defective, damaged from manufacturing, or unusable.
    • If you experience any eye strain or dizziness within one year of your purchase, we are happy to provide a comprehensive check-up and prescription adjustment. We will replace your lenses at no additional cost until you are completely comfortable and satisfied with your vision.

Non-Exchangeable / Non-Returnable Items

  • We reserve the right to refuse exchanges or returns if the product does not meet the conditions stated above.
  • Discounted items or special promotional items are not eligible for exchange or return.

 

2. Additional Conditions for Prescription Lenses and Frames

Since prescription lenses are custom-made, additional conditions apply.

Prescription Lenses

  • Custom-made lenses cannot be returned or refunded, except in cases of manufacturing defects.
  • Lens replacement is allowed if the customer experiences discomfort, dizziness, or coating issues (e.g. peeling), in accordance with the BVAX Warranty Policy.

Frames

  • Frames may be exchanged if there is a manufacturing defect, under the BVAX Warranty Policy.
  • If the customer changes their mind before lenses are fitted, the frame may be exchanged for another frame of equal value.
    • If the new frame is more expensive, the customer must pay the price difference.
    • If the new frame is cheaper, the price difference will not be refunded.
  • We are happy to offer a one-time frame exchange even if the lenses have already been fitted, should you change your mind. This is subject to the terms and conditions mentioned above and is limited to one exchange per purchase.

 

3. Exchange and Return Process

Product Exchange

  • In-store: Customers may bring the product to any Monde Eyewear store and present proof of purchase (receipt or order confirmation email).

Product Return

  • In-store: Customers may return the product at any Monde Eyewear store with proof of purchase.
  • Online return: Customers may contact our staff via LINE Official Account: @mondeeyewear provide order details, and submit proof of purchase.

 

4. Refund Policy

Once the returned product has been inspected and approved, refunds will be processed via the original payment method:

  • Cash or bank transfer payments: Refunds processed within 3–5 business days.
  • Credit card payments: Refunds processed within 15 business days.

Refund processing time begins after the company has received and verified the returned item.

 

Notes

  • The company reserves the right to review exchange or return requests on a case-by-case basis.
  • Terms and conditions may be adjusted without prior notice, as deemed appropriate.

 

Contact Information