Warranty, Returns & Refunds

Warranty

Do you have a warranty?
Yes, we warrant our eyewear against breakage due to defects in the material.

 

How long does the warranty last?
The warranty lasts for 6 months from the purchase date. To confirm the purchase, you need to save the receipt or provide any other suitable form of proof.

 

Does my case apply to your warranty policy?
The warranty covers the following manufacturing defects:
- Cracks in the frames;
- Temple rod damages;

- Lack of components.

The warranty does not cover the following problems:

- Scratches on lenses;
- Accidents, negligence, misuse or storage-related defects;
- Unauthorized changes or repairs;
- Natural wear-out (earpieces, nose pads, screws).

 

What can I get if my case applies to your warranty policy?
If your situation applies to our warranty conditions, you have the right to:
- Demand a replacement of the same model;
- Demand a replacement of the same product in a different model (with price recalculation);
- Demand a free repair of the glasses.

 

How can I get the warranty?

To request the warranty, please contact our support at cs@ochiscoffee.com

Please make sure that your message includes:
1. Your complete name, current return address, telephone number, and e-mail address;
2. Proof of purchase;

3. A brief description of the warranty case, preferably with photos.

If your problem is related to our warranty cases, we will ask you to send them back for repair or replacement.

 

What if my Ochis just break?
Please e-mail us at cs@ochiscoffee.com describing the problem. Attach the photos of the breakage if possible.
In cases that don’t apply to our warranty policy, we will propose an alternative solution to your problem.  

 

Returns

Can I return my glasses if I’m not satisfied with my purchase?
Yes. All returns must be claimed and made within 7 days of receiving your order.
If you wish to return your Ochis, write to us at cs@ochiscoffee.com indicating the reason for the return.
After our manager confirms the possibility of a return, you will need to send the glasses back to Kyiv.

 

Can I return my glasses if I don’t like how they fit?
Yes. In this case, we may propose an exchange for a different model as a solution. If you wish to change the lenses too, the price will be recalculated.

If you don’t want an exchange, you can send your glasses back to us. Make sure to do that only if they are in their prime condition without any signs of use. We will refund you after we confirm that this case fits our refund policy.

*Please note that the customer pays for the shipping in case of a return.

 

Who pays for the shipping in case of a return?
If the return is connected to our warranty cases or other mistakes on our part (i.e. wrong order), we will pay the shipping fee. If the reason for the return is personal, you must pay for delivery yourself.

 

How do I send the glasses back to you?

The product and all originally included items must be in their primary condition with no visible signs of use. Please pack the glasses in a cardboard box and use the delivery service that assigns a tracking number and guarantees package insurance. Send us the tracking number so we know when to expect the delivery.

Please note that Ochis is not responsible for return packages lost in transit.

 

Refunds

How long does it take for you to process a refund?

Upon receiving the glasses, we will check their condition and compliance with the return policy and then process a refund within 2 weeks.

Please note that it may take some time before your refund is officially transferred. 

 

I want to get a refund for glasses with prescription lenses. Can I do that?
If you wish to have a refund for glasses with prescription lenses, we will only provide a refund for the cost of the frames.

 

I got a refund confirmation from you, but the money hasn’t been transferred back to me. What can I do?

If you haven't received a refund yet, first check your bank account, then contact your credit card company or your bank. 

If you've done all of this and still have not received your refund, please contact us at cs@ochiscoffee.com.

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