Returns & Refunds
At Melivida, we are committed to delivering high-quality eyewear crafted with care and precision. If you experience any issues with your order, our team will work with you to find a fair and reasonable solution.
Return Window
To ensure a fair and consistent return experience, you may request a return or exchange within 14 days of delivery.
Once your request has been reviewed and approved, the item must be shipped within 7 days using the return instructions provided by Melivida.
Frames
Frames are eligible for return or exchange within the 14-day return window, provided they are:
- Worn only for a brief try-on;
- Clean, undamaged, and in resalable condition, with no scratches, deformation, alteration, or signs of continued wear;
- Returned with all original accessories and packaging.
Prescription Lenses
Prescription lenses are custom-made according to the prescription and lens options submitted with your order. Therefore, they cannot be returned or exchanged for reasons unrelated to product quality. For orders containing both a frame and prescription lenses, an eligible return will be refunded for the frame price only. Prescription lens costs are non-refundable.
However, your experience is important to us. If you have any concerns after receiving your glasses, please contact our customer support team. We'll help determine possible causes and work with you to find a reasonable solution.
Return & Refund Process
Once your return request is submitted, the process works as follows:
Step 1 — Contact Us
Within 14 days of delivery, email [email protected] with your name, order number, and reason for return or exchange. We may ask for photos to confirm the item's condition.
Step 2 — Send the Item Back
Once approved, our support team will share the return address and instructions. Please ship the item back within the approved 7-day return period and send the tracking number to our support team once available.
Step 3 — Inspection & Resolution
After we receive and inspect the returned item, we'll process the approved refund or exchange if the item meets the return conditions.
Note: Original shipping fees are non-refundable unless otherwise required by applicable law.
FAQ
What is Melivida's warranty policy?
Melivida offers a 365-day limited warranty starting from the date you receive your eyewear. This warranty covers defects in materials and workmanship. It does not cover damage caused by accidents, misuse, neglect, or improper care.
Where should I send my return?
Please use the return address provided by our customer support team after your return or exchange request is approved. Do not send your return to the address listed on the package, as it may not be our designated return facility.
When will I receive my refund?
After the returned item has been received, inspected, and approved, Melivida will issue the refund to the original payment method within 3-5 business days.
Additional processing time may be required by your bank or payment provider.
What if I entered the wrong prescription or pupillary distance?
Please review all prescription details and pupillary distance measurements carefully before placing your order.
Issues resulting from incorrect or incomplete information submitted by the customer are not considered product defects. Because the lenses are custom-made, they cannot normally be returned, exchanged, or refunded.
What if my eyewear arrives damaged, defective, or incorrect?
If your eyewear arrives damaged, appears to have a defect, or is different from what you ordered, please contact our customer support team as soon as possible and provide clear photos or videos. We'll review the situation and work with you to find a reasonable solution.