<p>Firmoo offers a 60-day return&amp;exchange policy and also&nbsp;every product comes with a&nbsp;365-day warranty. If you need to do either of the above, please follow the instructions below.<br /> &nbsp;</p> <p>1. Login your <a href="/index.php?main_page=account"><strong>Firmoo account</strong></a> and find the order number you are not satisfied with.&nbsp;Click the &quot;Exchange/Refund&quot; button.&nbsp;<br /> <img alt="" src="https://df5apg8r0m634.cloudfront.net/email/2022/0529/0W8vVcohW5BtijIM.png" style="width:1100px" /><br /> 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&nbsp;as evidence of the issues surrounding the request.<font style="background-color:#ffffff"><span style="font-size:11.5000pt"><span style="font-family:Roboto-Regular">&nbsp;</span></span></font><br /> <img alt="" src="https://df5apg8r0m634.cloudfront.net/email/2022/0529/C7Ctqot1cbni3eG6.png" /><br /> <img alt="" src="https://df5apg8r0m634.cloudfront.net/email/2022/0529/UPNaAyCAmmYyYDGU.png" /><br /> <img alt="" src="https://df5apg8r0m634.cloudfront.net/email/2022/0529/2lS7r9tS5P6V1w3L.png" /></p> <p>3. Click &quot;Submit&quot;.&nbsp;Once we received your request, your exclusive Customer Service representative will email you back to rectify&nbsp;the issue with 24 hours (48 hours on weekends). Please check your spam folder if you don&#39;t hear back from us<span style="font-size:11.5000pt"><span style="font-family:Roboto-Regular">&nbsp;</span></span>before contacting us as the email may have gone into this folder.&nbsp;</p> <p>4.&nbsp;You can also check the progress when you click&nbsp;Exchange &amp; Refund. If the status shows that the Request has been submitted this means you have submitted the request successfully. Request accepted means our&nbsp;Customer Service representative is going to be contacting you by email to rectify the issue. Request completed means the issue has been rectified.&nbsp;</p>