Refund policy
To ensure that all customers are satisfied with the shopping experience at FITUEYES, we offer a few professional shopping guides and other considerate services. If a product doesn't fit, we have established a clear return procedure to make it easier for customers to return it.
30-day risk-free return guarantee
If you received a defective, wrong, or incomplete product, please contact us immediately to resolve it. For faster support with a return or exchange, please email us your order number, contact information, reason for return, and photos of the damage or defects (if applicable).
Excluding business purchases/bulk orders, which may not be refundable. (Note: Ordering more than 10 units of a product is considered a bulk order.)
Please keep all items and packaging materials until your claim is resolved. We will issue a Return Merchandise Authorization (RMA) number.
Do I have to pay for shipping?
1. Returns with product quality issues: In this case, we offer free shipping. We will create a free return label and send your order back to the sender's address.
2. Returns without product quality issues:
- Customers in Germany are responsible for a return fee of €10 per package, as well as any additional return costs.
- Customers in France are responsible for a return fee of €17 per package, as well as any additional return costs.
- Customers in other European countries are responsible for the original shipping cost and all return shipping costs (per package).
How long does it take to receive a refund?
We will process the refund for you once we receive the returned item and confirm that it is complete and correct. Usually within 7 business days after the package is returned to the warehouse.
Hassle-free exchange
A hassle-free exchange is ready if it is in stock. You can exchange your items within 24 hours of ordering and before your package is shipped. If your package has been shipped, we will not accept your replacement request, but you can refuse to accept the package upon arrival. Please note that in this case, you will be charged for the return shipping costs.
Order cancellation
To cancel a pending order, please contact us as soon as possible. Orders whose packages have already been processed cannot be canceled. You can refuse to accept a package once it has arrived. Please note that in this case, you will be charged for the return shipping costs.
General information for all returns:
1. You can return any item within 30 days of receipt.
2. All returned items must be disassembled and repackaged as originally received.
3. We provide a prepaid return label for returns with quality and delivery issues (no additional return fee), but return shipping costs will be charged for non-quality issues.
4. You are responsible for shipping the products to the return address: Somel Möbel GmbH, Karl-Benz-Straße 3-5, 40764 Langenfeld
5. All returned items must remain unassembled and be packed in the original packaging for protection. We are not responsible for returns lost or damaged during transport; you are responsible for filing a shipping claim. For your protection, we strongly recommend insuring the returned packages. A refund is not possible if the returned product is damaged.
Warranty
Your satisfaction is crucial to FITUEYES. That is why we are pleased to offer a limited warranty covering material or workmanship defects on all new Fitueyes products. Only consumers who purchase FITUEYES products from authorized FITUEYES retailers or resellers can benefit from our limited warranty.
What happens if my product is defective?
FITUEYES offers free replacement of defective parts of our products if the defect is due to improper processing and/or material. If we are unable to provide a replacement product, or if the repair is impractical or cannot be performed in a timely manner, FITUEYES has the option to refund the purchase price upon return of the product.
Do I have to pay the shipping costs for a replacement product?
If you replace a product for your own reasons, you must bear the cost of returning the original product yourself. Outside of Germany, you must also bear the shipping costs for the new product.
FITUEYES covers all shipping costs if the item needs to be replaced due to a quality issue.
What is not covered?
Our limited warranty does not cover issues caused by:
1. Conditions, malfunctions, or damages not caused by material or workmanship defects.
2. Conditions, malfunctions, or damages due to normal wear and tear, improper installation, improper maintenance, misuse, negligence, accidents, or modifications.
3. Accessories, related materials and products, or related products not manufactured by FITUEYES.
4. Conditions, malfunctions, or damages resulting from failure to follow the instructions and guidelines regarding the intended use of the product.
Our limited warranty expires if a product is returned with removed, damaged, or tampered labels or with alterations (including removal of components or external covers).
How can I contact FITUEYES?
Unfortunately, we can only contact you by email at the moment. Please contact customer service by email at supporteu@fitueyes.com.