Refund policy

Kimeze will normally provide a full refund or replace the Product(s) if: (i) the Product(s) are supplied to the wrong prescription or specification (subject to the specific warranty terms of the Product); (ii) the Product(s) are delivered in a materially damaged condition; (iii) the Product(s) do not arrive at the delivery address specified by you on the Order within 21 days of the stipulated date; (iv) the Product(s) are returned to us by our designated delivery service as undeliverable; or (v) you exercise your cancellation right by notifying us within the 14 day “Cooling-off period”. In such circumstances, we may issue a refund or replacement following our receipt of the returned Product(s). We will refund or issue a replacement only if the Product(s) are returned to us in good and saleable condition and accepted by us within thirty (30) days. If we do not receive the Product(s) within thirty (30) days of the date we receive your notice of cancellation, we may make a charge in respect of collecting the goods from you and/or you will be deemed to have accepted the Product(s). Nothing in this Agreement is intended to affect your statutory rights.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@kimeze.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@kimeze.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
We do not accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, your refund will be processed to your original payment method within 7–10 business days. Please note that it may take additional time for your bank or credit card provider to process and post the refund to your account.