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Returns and Refunds
14-Day Hassle-Free Returns
Not satisfied with your purchase? Return any unused item within 14 days of delivery for a full refund. We want you to love your FocusRobin eyewear!
At FocusRobin, customer satisfaction is our priority. We understand that buying eyewear online can be challenging, which is why we offer a generous return policy. Please read the following terms to understand how our returns and refunds process works.
1. Return Eligibility
You may return products purchased from focusrobin.lt under the following conditions:
Within 14 Days
Return must be initiated within 14 calendar days from the date of delivery
Unused Condition
Items must be unworn, unused, and in the same condition as received
Original Packaging
Products must be returned in original packaging with all accessories (case, cleaning cloth, etc.)
Tags Attached
Original tags and labels must still be attached to the product
2. Non-Returnable Items
The following items cannot be returned:
Custom Prescription Lenses
Prescription glasses with custom-made lenses to your specific prescription cannot be returned unless there is a manufacturing defect or incorrect prescription fulfillment
Damaged or Used Items
Products showing signs of wear, scratches, or damage after delivery
Missing Components
Items returned without original packaging, accessories, or tags
Note on Prescription Glasses: If you're unsure about your frame choice, we recommend trying our Virtual Try-On feature before ordering prescription lenses. For frame-only orders (without prescription lenses), standard return policies apply.
3. How to Initiate a Return
To return a product, please follow these steps:
Contact Our Support Team
Email support@focusrobin.com with the subject line "Return Request - [Order Number]"
Provide Return Details
Include your order number, the items you wish to return, and the reason for the return
Receive Return Authorization
We will send you a Return Authorization Number (RAN) and return instructions within 1-2 business days
Pack Your Return
Carefully pack the item(s) in original packaging with all accessories and include the RAN inside the package
Ship Your Return
Send the package using the shipping method specified in your return instructions
4. Return Shipping Costs
FocusRobin Covers Shipping If:
- • You received a defective or damaged product
- • You received the wrong item
- • Prescription was made incorrectly by us
Customer Covers Shipping If:
- • You changed your mind about the purchase
- • The product doesn't fit as expected
- • You ordered the wrong item
5. Refund Process
Once we receive and inspect your return, we will process your refund:
Inspection Time
1-2 business days after receiving the return
Refund Processing
3-5 business days after approval
Refund Method: Refunds are issued to the original payment method:
- Credit/Debit Cards: 5-10 business days to appear on your statement (depends on your bank)
- PayPal: 1-3 business days
- Apple Pay / Google Pay: 5-10 business days
You will receive an email confirmation once your refund has been processed.
6. Exchanges
We do not offer direct exchanges at this time. If you would like a different product, please return the original item for a refund and place a new order. This ensures you receive your new item as quickly as possible without waiting for the return to be processed first.
7. Defective or Wrong Items
If you received a defective product or the wrong item:
- Contact us immediately at support@focusrobin.com
- Include photos of the defect or incorrect item
- We will arrange for a prepaid return shipping label
- You can choose between a full refund or a replacement
- Replacement items are shipped with priority handling
8. Late or Missing Refunds
If you haven't received your refund within the expected timeframe:
- Check your bank account or credit card statement again
- Contact your bank or credit card company, as processing times may vary
- If you've done the above and still haven't received your refund, contact us at support@focusrobin.com
9. Contact Us
For any questions about returns or refunds, please contact our customer service team:
Email: support@focusrobin.com
Subject Line: Return Request - [Your Order Number]
Response Time: Within 1-2 business days