Refund & Return Policy

Last updated: November 2, 2026

At Eyorly, operated by Shenzhen Jiajin Technology Co., Ltd., we are committed to providing customers with a clear, fair, and reliable shopping experience.

This Refund & Return Policy explains the conditions and procedures for returns, refunds, exchanges, damaged or defective products, incorrect items, order cancellations, and other order-related concerns for purchases made through https://eyorly.com.

We encourage customers to review this policy before placing an order.

1. 30-Day Return Policy

Customers may request a return within 30 days of receiving their order.

To qualify for a return, products should generally meet the following conditions:

• The item is in substantially the same condition as when it was received.

• The product has not been used beyond what is reasonably necessary for inspection.

• Original accessories, components, manuals, and packaging are included where applicable.

• Valid proof of purchase or order information can be provided.

• The return request is submitted within the applicable return period.

Reasonable inspection of a product after delivery does not automatically make it ineligible for return.

All returns are subject to the conditions outlined in this policy and applicable consumer protection laws.

2. How to Request a Return

Before returning any product, please contact our customer support team at:

Email: info@eyorly.com

To help us review your request efficiently, please provide:

• Your order number

• Your full name

• The email address used when placing the order

• The product you wish to return

• A brief explanation of the reason for the return

• Clear photographs or videos if the product is damaged, defective, incomplete, or incorrect

Our customer service team will review your request and provide the appropriate return instructions.

Please do not return any item before receiving return instructions from our customer support team.

Returns sent without prior authorization may experience processing delays or may not be accepted where permitted by applicable law.

3. Damaged, Defective, or Incorrect Items

At Eyorly, we aim to ensure that customers receive the products they ordered in the expected condition.

If your order arrives damaged, defective, incomplete, or different from the product ordered, please contact us as soon as reasonably possible after delivery.

We may request supporting information, such as:

• Photographs of the product

• Pictures of the original packaging

• Images of the shipping label

• Photos or videos showing the issue

• A description of any missing or damaged components

After reviewing the information, we will work with you to determine an appropriate resolution.

Depending on the circumstances, this may include:

• A replacement product

• Replacement parts

• A full refund

• A partial refund

• Another reasonable solution agreed upon with the customer

Where the issue is confirmed to have resulted from an error on our part, we will handle the matter in accordance with applicable consumer protection requirements.

4. Return Shipping Costs

Return shipping costs depend on the reason for the return.

Returns Due to Our Error

If a return is required because the customer received an incorrect, damaged, defective, or materially incomplete product, we will provide an appropriate solution.

Where applicable, reasonable return shipping costs will be covered by Eyorly in accordance with our obligations under applicable law.

Returns Due to Customer Preference

If a return is requested because of a change of mind, personal preference, incorrect size selection, or another reason not caused by our error, the customer may be responsible for return shipping costs unless otherwise required by law.

Original shipping charges may be non-refundable in these circumstances, subject to applicable consumer rights.

Any applicable return shipping requirements will be communicated during the return process.

5. Refund Processing

Once an approved return has been received and inspected, we will notify you of the refund decision.

If the refund is approved, it will generally be issued to the original payment method used for the purchase.

Please note that the time required for refunded funds to appear in your account may depend on your bank, card issuer, payment service provider, or financial institution.

In some cases, a refund may be processed without requiring the physical return of the product.

Depending on the situation, we may offer:

• A full refund

• A partial refund

• A replacement product

• Replacement components

• Another appropriate resolution

These decisions are made on a case-by-case basis and do not guarantee that the same arrangement will apply to every order.

Nothing in this section limits refund timeframes or remedies required under applicable law.

6. Exchanges

If you would like to exchange an item for a different size, color, style, or product option, please contact our customer service team.

Exchanges are subject to product availability and the condition of the original item.

Depending on the situation, we may recommend returning the original product and placing a new order for the preferred option.

Our customer support team will explain the available options and any applicable conditions.

7. Non-Returnable Items

Certain products may not be eligible for return where permitted by applicable law.

Examples may include:

• Personalized or customized products

• Gift cards

• Products clearly identified as Final Sale before purchase

• Certain hygiene or personal care products that cannot reasonably be returned after use or opening for health or safety reasons

• Items damaged through misuse, negligence, improper installation, or unauthorized modification

• Products that have been materially altered or damaged after delivery

Discounted or promotional products are not automatically excluded from returns.

Unless a product is clearly marked as Final Sale and the exclusion is legally permitted, discounted items may still qualify for returns under this policy.

These exclusions do not override mandatory rights relating to faulty, defective, or incorrectly supplied goods.

8. Order Cancellations

If you need to cancel an order, please contact our customer support team as soon as possible.

We will make reasonable efforts to accommodate cancellation requests before an order has entered processing or shipment.

Once an order has been processed, packed, or shipped, cancellation may no longer be possible.

If your order has already been shipped, you may request a return after delivery in accordance with the conditions of this policy.

Any mandatory cancellation rights provided by applicable law remain unaffected.

9. Incorrect Shipping Information and Undelivered Orders

Customers are responsible for providing accurate and complete shipping details when placing an order.

If delivery is unsuccessful because of incorrect or incomplete address information, refusal of delivery, failure to collect a package, or other recipient-related circumstances, additional charges may apply where legally permitted.

If your shipment is delayed, missing, or has not arrived within a reasonable timeframe, please contact our customer service team.

We will review the available order and tracking information and assist with determining the appropriate next steps.

If tracking information indicates that your package has been delivered but you cannot locate it, we recommend:

• Checking around the delivery location

• Confirming with other household members

• Checking with neighbors where appropriate

• Contacting the local shipping carrier

If the package remains missing, please contact us for further assistance.

Your applicable legal rights regarding delivery and undelivered goods remain unaffected.

10. Partial Refunds

In certain circumstances, a partial refund may be offered as an alternative to returning a product.

Situations where this may be appropriate include:

• Minor cosmetic issues that do not significantly affect product functionality

• Missing minor components where the product remains usable

• Cases where the customer prefers to keep the item despite a minor issue

• Situations where both parties agree that a partial refund is a reasonable solution

Any partial refund amount will be communicated and discussed with the customer before processing.

Customers are not required to accept a partial refund where mandatory consumer protection laws entitle them to another remedy.

11. Return Inspection and Refund Eligibility

Returned products may be inspected before a refund is approved.

If an item has been materially modified, misused, damaged after delivery, or returned with significant missing components, the refund may be reduced or declined where permitted by law.

We will consider the product's condition, the reason for return, and any applicable consumer rights when reviewing the request.

Reasonable inspection following delivery will not automatically disqualify a product from return eligibility.

12. Consumer Rights and Policy Exceptions

Nothing in this Refund & Return Policy is intended to exclude, restrict, or override consumer rights provided by applicable law.

If local consumer protection laws offer stronger protections concerning returns, refunds, cancellations, warranties, defective goods, or delivery issues, those legal protections will take precedence.

We reserve the right to investigate return or refund requests when there is reasonable evidence of:

• Fraudulent activity

• Misrepresentation of an order issue

• Repeated abuse of the return process

• Product alteration or intentional damage

• Claims involving products not purchased through eyorly.com

Any review or restriction will be handled in accordance with applicable law and will not affect legitimate consumer rights.

13. Contact Information

If you have questions regarding returns, refunds, exchanges, damaged products, incorrect orders, or other purchase-related issues, please contact us.

Store Name: Eyorly

Company Name: Shenzhen Jiajin Technology Co., Ltd.

Website: https://eyorly.com

Customer Support Email: info@eyorly.com

When contacting us, please include your order number and a brief description of your concern so that our team can assist you more efficiently.

We appreciate your trust in Eyorly and are committed to handling customer inquiries fairly and professionally.