Refund policy
Return Period
We accept returns within 30 days of the delivery date. Requests made after this 30-day period cannot be accepted. To qualify for a return:
- Items must be in new, unused condition and returned in their original packaging.
- Proof of purchase, such as an order confirmation or receipt, is required.
Return Shipping & Fees
Return Shipping Costs: Customers are responsible for return shipping costs for change-of-mind returns, including ordering the wrong style or colour. If a product is faulty, damaged, or an error occurred on our part, Eric Muller will cover the return shipping costs.
Restocking Fees: We do not charge restocking fees for returns or exchanges.
How to Initiate a Return
To start a return, please contact us at support@eric-muller.com.
Once your return request has been approved, we will provide instructions explaining how and where to send your package. Unless otherwise specified in your return authorisation email, approved returns should be sent to our Rehoboth Beach, Delaware address.
Returns sent without prior approval will not be accepted.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us within 30 days at support@eric-muller.com. Please include your order number and clear photographs of the issue. We will arrange a replacement or full refund at no additional cost to you.
Exchanges
We accept exchanges for both defective and non-defective products. If you would like a different style, frame colour, or lens colour, please notify us when starting your return request. The 30-day return period and new-condition requirements also apply to exchanges.
Refund Process
Once your return has been received and inspected, typically within three business days, we will notify you whether your refund has been approved or rejected.
- Method: Refunds are issued to the original payment method.
- Timeline: It may take up to seven business days for the refund to appear in your account, depending on your bank or payment provider.
- Shipping Costs: Original shipping costs are non-refundable, except when an item is faulty, damaged, or incorrect.
Cancellations
Orders can be cancelled if they have not yet been dispatched. Please email support@eric-muller.com as soon as possible. If the order has already shipped, please follow the standard 30-day return process after delivery.
Contact Information
Email: support@eric-muller.com
Business Address: 19974 Church Street, Rehoboth Beach, DE 19971, United States
Support Hours: 9:00 AM–6:00 PM EST (Monday–Friday)