Returns & Refunds
TolyTolly Returns & Refunds Policy
Eligibility
Returns, replacements, or refunds are available only for verified product quality issues reported within 14 days of delivery, based on the carrier’s tracking information.
Examples of quality issues may include torn, incomplete, or shriveled lenses. Please contact us immediately and provide clear photos. Keep the affected lenses and all packaging until the case is resolved.
Products without a quality issue are not eligible for return, replacement, or refund, including unopened products.
Not Eligible
- Change of mind or personal color preference.
- The delivered product is correct, but the selected power or other parameters are unsuitable.
- Requests submitted more than 14 days after delivery.
- Items sent back without prior approval from our customer service team.
Each order is eligible for one after-sale claim. Before opening an item, please check that the package is not damaged and that the color received matches the order.
How to Request Support
- Email clientservice@tolytolly.com with your name, order number, a description of the issue, and clear photos. Our team typically replies within 24 business hours.
- Wait for approval and return instructions. Do not send products to the address shown on the parcel.
- If a return is approved, place the affected item, lenses, and original packaging securely in the return parcel and send it to:
Return address: Second Floor, No. 6 North Erheng Road, Hebian Shuitang, Baiyun District, Guangzhou, Guangdong, China - After shipping the return, send us the tracking number and the carrier’s tracking website.
Review and Resolution
Once a quality issue is verified, our team will confirm the appropriate resolution, which may include an approved return, replacement, or refund. Return shipping charges are the customer’s responsibility.
Worry-Free Delivery
Worry-Free Delivery coverage is separate from the product quality policy above. If you selected Worry-Free Delivery at checkout, eligible package loss or damage in transit may qualify for a full refund. Learn more about Worry-Free Purchase.