Return & Refund Policy

We hope you love your Sunglasses! However, if you’re not 100% satisfied, we’ve made the return and refund process simple and straightforward.

We stand by the quality of our eyewear. If you’re not 100% satisfied, you can request an exchange or refund within 30 days of receiving your order.
Each order is eligible for a one-time exchange or return. Please note that exchange orders cannot be exchanged or returned again.

If it’s our mistake:

If we make a mistake (such as incorrect prescription or wrong items), we’ll fully refund you or send a replacement at no extra cost.
If your glasses are uncomfortable despite having the correct prescription and being properly made, we’ll treat this as our responsibility and follow the same process as above.

If it’s your decision:

If the error is on your side (like an incorrect prescription or simply changing your mind), you can still exchange — you’ll just cover the return shipping cost and any applicable tax.

Important Details:

1. Refunds exclude the original shipping fee and are processed within 7 days after we receive the returned product.
2. Refund requests require a valid prescription to ensure the information provided is correct. Refunds cannot be processed if the prescription details were entered incorrectly.
3. If you’re concerned about return shipping costs, you can donate your eyewear to charitable organizations like Goodwill instead. Simply send us the donation receipt, and we’ll process your return as if we received the product.

If you need to modify or cancel your order, please contact Multi’s Customer Service. We can help update the shipping address (except for country changes) or merge orders before shipment. If your order has already entered processing, cancellations may be subject to additional fees as outlined below:

Order production

(100% refund on shipping cost)
The order is being processed but not mailed yet; if you cancel the order at this time, we will refund 70% of the fee.

Goods received

(Excluding courier fee)
After receiving the product, return the order;
1. 100% refund if it is a product problem;
2. free replacement once in the remaining 30 days

Returns

1. Do not return products to the sender’s address on the package. Only use the return address provided on the Return Shipping Label or the one given by Customer Service.
2. Ensure that only Multi items are in the return package. We cannot be held responsible for returning non-Multi items.
3. Once you have shipped your return, please provide the tracking number to Customer Service so we can process the next steps promptly.

Refund

Refunds will be issued to the original payment method. Due to possible transportation delays, refunds may take an additional 3-7 business days to process. Refunds can only be credited to the card used for the purchase.