Refund policy

At Eyeology, we want you to be 100% satisfied with your purchase. Every order is carefully packaged and individually checked for quality control purposes before being shipped. Customer satisfaction is an integral part of our commitment and this is reflected in our Returns & Refunds Policy. 

 

When can I receive a refund for my order?

When you shop with Eyeology, you have the peace of mind in knowing that Eyeology products are covered by a 60-Day Money Back Guarantee. This guarantee only covers product(s) that have been received defective or damaged.

This means that if you encounter any problems with your device within 60 days of receiving it, you are able to contact us and ask for a refund/replacement.

To qualify for the refund/replacement, we require a video that would support the issue being reported. Once received, our defective order department will review it & we’ll gladly process the replacement or refund whichever is appropriate.

In the unlikely event that your item was received damaged or faulty please email us at support@theeyeology.com with the following details:

  • Original email/name you used when purchasing
  • Proof of purchase (order number)
  • Detailed description of the "fault" and "damage" of the item
  • Video evidence of the fault/defect of the product

 

Do you offer delivery guarantee? Refunds for not delivered orders?

Yes, if your order does not arrive within 60 days you will be eligible for a full refund. For example, if your local post office shuts down for weeks and your order is not delivered within 60 days of your payment date, we will refund your money in full even if the delay is beyond our control. We feel that no customer should wait more than 60 days for their online purchase, regardless of who's fault.

 

Returns

To be eligible for a return, the product(s) must be in their original packaging, along with all included accessories, in new condition, and must not be damaged in any way during the time that the item is in the customer's possession.

Additional non-returnable items: 
- Gift cards

If you are not satisfied with your purchase, please get in touch with our care team at support@theeyeology.com and they will provide you with instructions to return your order.

Important Notes Before Your Return:

  • We have received plenty of returns from customers that have been marked as unsellable and in those situations we are unable to process any refunds.
  • Our partner in inspecting returns is Amazon and their workers will go over your returned package and decide if it’s in a sellable condition or not. 
  • If the case or product is damaged in any way, please do not return your massager as it will be marked unsellable and you will not be able to receive a refund for your order.
  • If your return is marked unsellable by our partners, they do not provide any kind of photo evidence about the unsellable aspects of your return, it’s only visible in the system & we are only able to provide a screenshot.
  • If marked unsellable, we are unable to ship the return back to you as it will be taken off our inventory & is no longer available.
  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
  • Please make sure the massager does not have any signs of use and all package contents that originally came with your order are included when you return your package. (instruction manual, charging cable, surprise note, the wrapping that the massager was in & a clean massager with no fingerprints, hairs etc.)


If you are shipping an item over $65, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. 

 

Refunds


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 


Late or missing refunds


If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at support@theeyeology.com. 


Exchanges


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@theeyeology.com for further instructions.

 

Lost or Stolen Packages

 

Please ensure your full address is entered correctly at the checkout prior to completing your order, as customer input errors may result in you not receiving your product(s).

Eyeology is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Eyeology will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate. As mentioned, please make sure to enter the correct delivery address, we can not be responsible for lost packages due to incorrect address.