Refund policy
Returns & Refund Policy
At Dropeyes, we are always here to help. We understand that mistakes can happen when placing an order, that you may sometimes no longer require an item, or that an item may occasionally arrive in a condition that is not as expected.
If you have an issue with your order, please contact us at help@dropeyes.com or through our website, and our customer service team will be happy to assist you.
Returns Due to an Error or Issue Caused by Us
If an item has been sent incorrectly, arrives damaged, faulty, defective, or the issue was otherwise caused by an error on our part, please contact us as soon as possible.
Where appropriate, we will provide a full refund or replacement and cover the reasonable return postage costs.
No restocking fee will apply where the return is required because of an error on our part or because the item arrived damaged or faulty.
Eligible Returns
Where a return is permitted and the issue is not caused by an error on our part, items must generally be:
-
Unopened and unused
-
In their original condition
-
Unmarked and undamaged
-
In their original packaging
-
Returned within 30 days of the original order date
-
Where the item has a security seal, the seal must remain intact and unbroken
Returns are subject to any applicable statutory consumer rights and any product-specific restrictions set out below.
UK Customers
For eligible returns where the issue is not due to an error on our part, a 10% restocking fee may be deducted from the refund.
US Customers
For eligible returns where the issue is not due to an error on our part, a 20% restocking fee may be deducted from the refund.
The applicable restocking fee is separate from any recall or cancellation fee that may apply to a subscription order under our Cancellation Policy.
Subscription Orders Already Processed or Dispatched
Cancelling a subscription does not automatically cancel a subscription order that has already been processed or dispatched.
If a customer requests cancellation after a subscription renewal has taken place but before the parcel has left the UK, we may, where reasonably possible, attempt to recall the parcel from the courier.
Where we are able to stop or recall such a shipment, a recall and cancellation fee of 20% of the total order value, including shipping charges, may apply, as set out in our Cancellation Policy.
This fee relates to the costs and losses associated with an already-processed order, including order processing, preparation, dispatch, courier handling, contacting the courier, attempting to recall the parcel and handling the shipment if it is returned.
Once a parcel has left the UK or has progressed beyond the point at which the courier can reasonably intercept it, a recall may no longer be possible.
Where a parcel cannot be recalled, the customer may need to follow the applicable return process set out in this policy, subject to applicable statutory consumer rights and any applicable product restrictions.
Return Postage
UK Customers
Return postage costs are normally the responsibility of the customer where the return is not due to an error on our part.
Where an item was sent incorrectly, arrived damaged or faulty, or the return is otherwise due to an error on our part, we will cover the reasonable applicable return postage costs.
US Customers
Return postage costs are normally the responsibility of the customer where the return is not due to an error on our part.
For eligible returns where the issue is not due to an error on our part, a $12 return postage fee may apply and may be deducted from the refund.
Where an item was sent incorrectly, arrived damaged or faulty, or the return is otherwise due to an error on our part, we will cover the reasonable applicable return postage costs and the relevant restocking fee will not apply.
Non-Returnable Products
For hygiene, safety and product-quality reasons, we generally cannot accept returns of eye drops once they have been opened, used, unsealed, or where the product's integrity has otherwise been compromised.
Eye supplements may only be returned where the security seal remains completely unbroken and intact.
Certain products may also be non-returnable where required by applicable law or due to their nature.
Nothing in this section is intended to remove or restrict any statutory consumer rights that cannot legally be excluded or restricted.
How to Request a Return
Please contact us at help@dropeyes.com before sending any item back.
Please include:
-
Your order number
-
The item you wish to return
-
The reason for the return
-
Photographs where the item has arrived damaged, faulty or incorrectly supplied
We will review your request and provide the appropriate return instructions.
Please do not send items back without contacting us first, as this may delay the processing of your return.
Inspection of Returned Items
Once a returned item has been received, we will inspect it to determine whether it meets the applicable return conditions.
Where a return does not meet the applicable requirements, we may be unable to provide a refund or may contact you regarding the available options.
Any applicable restocking fee or return postage deduction will be communicated in accordance with this policy.
Refunds
Once your returned item has been received and inspected, we will send you an email confirming whether your refund has been approved.
Approved refunds are normally processed within 3–5 working days, although the time taken for the refund to appear on your statement may depend on your bank or card issuer.
Refunds will normally be made only to the original payment method used to place the order.
Where a refund is approved and a restocking fee, return postage fee, or other permitted deduction applies, the applicable amount will be deducted from the refund.
Statutory Consumer Rights
Nothing in this Returns & Refund Policy is intended to exclude, restrict, or limit any statutory consumer rights that cannot lawfully be excluded or restricted under the applicable laws of the United Kingdom or United States.
Where applicable, customers may have statutory rights to cancel, return, obtain a refund, or seek another remedy notwithstanding the provisions of this policy.
Where statutory rights apply, they will take precedence over any conflicting provision of this policy.
Questions?
If you have any questions about our Returns & Refund Policy, please contact us at:
We will assist you in accordance with the terms of your purchase and applicable consumer protection laws in the UK or USA, as applicable.