Return & Refund Policy

Effective Date: [27-02-2026]

1. Overview

At Xulook, we are committed to customer satisfaction.

Xulook is operated by Urban Eyewear Ltd, a licensed optical retailer based in Jamaica.

Due to the customized nature of prescription eyewear, our return and refund policy is outlined below.

2. Return Period

Returns must be requested within 30 business days from the date of delivery.

Requests made after 30 business days will not be accepted.

3. Prescription Lenses

Because prescription lenses are custom-made:

  • Prescription lenses are non-refundable unless there is a verified manufacturing defect.
  • We are not responsible for errors caused by incorrect prescription information provided by the customer.
  • If the prescription provided was inaccurate, refunds will not be issued.

If there is a production error on our side, we will remake the lenses at no additional cost.

4. Frames (Non-Custom Items)

Frames may be eligible for return or exchange within 30 business days if:

  • They are unused
  • In original condition
  • In original packaging
  • With all accessories included

Returned items showing signs of wear or damage will not be accepted.

5. Refund Process

If a return is approved:

  • Refunds will be issued to the original payment method.
  • Shipping fees are non-refundable unless the return is due to our error.
  • Refund processing times may vary depending on your payment provider.

6. Exchanges

Customers may request an exchange within 30 business days, subject to product availability.

Price differences must be paid if exchanging for a higher-value item.

7. Return Shipping

Customers are responsible for return shipping costs unless the return is due to:

  • Manufacturing defect
  • Incorrect item shipped

We recommend using a trackable shipping service.

8. Non-Returnable Items

The following items cannot be returned:

  • Custom prescription lenses (unless defective)
  • Items damaged due to misuse
  • Items returned after 30 business days

9. How to Request a Return

To request a return, contact:

Email: [contact@xulook.com]
WhatsApp: [+1(876)208-6450]

Please include:

  • Order number
  • Reason for return
  • Clear photos (if applicable)

Returns must be approved before shipping the item back.