How to apply for Exchange & Refund?

Firmoo offers a 60-day return&exchange policy and also every product comes with a 365-day warranty. If you need to do either of the above, please follow the instructions below.   1. Login your <a href="/index.php?main_page=account">Firmoo account</a> and find the order number you are not satisfied with. Click the "Exchange/Refund" button.  <img alt="" src="https://df5apg8r0m634.cloudfront.net/email/2022/0529/0W8vVcohW5BtijIM.png" style="width:1100px" /> 2. Select the service type---Exchange or Refund. Choose frame, reason and describe details of the issues or why you are not happy with the product. Please upload your original prescription if you face a prescription issue. For damaged/defective glasses, pictures are also necessary as evidence of the issues surrounding the request.  <img alt="" src="https://df5apg8r0m634.cloudfront.net/email/2022/0529/C7Ctqot1cbni3eG6.png" /> <img alt="" src="https://df5apg8r0m634.cloudfront.net/email/2022/0529/UPNaAyCAmmYyYDGU.png" /> <img alt="" src="https://df5apg8r0m634.cloudfront.net/email/2022/0529/2lS7r9tS5P6V1w3L.png" /> 3. Click "Submit". Once we received your request, your exclusive Customer Service representative will email you back to rectify the issue with 24 hours (48 hours on weekends). Please check your spam folder if you don't hear back from us before contacting us as the email may have gone into this folder.  4. You can also check the progress when you click Exchange & Refund. If the status shows that the Request has been submitted this means you have submitted the request successfully. Request accepted means our Customer Service representative is going to be contacting you by email to rectify the issue. Request completed means the issue has been rectified.