Refund policy

Order Cancellation

You may request to cancel your order within 24 hours of purchase, without a cancellation fee.

After the 24-hour cancellation period, cancellations are not accepted. Please contact us promptly at service@agstumoptical.com or +86 151 7693 1981 and provide your order number.

30-Day Return Policy

Regular-priced and discounted eyeglass frames are eligible for return within 30 days of delivery, provided that:

• The item is unused, undamaged, and in its original condition.
• The original packaging is included.
• All tags, labels, and included accessories remain intact.
• The return is completed within 30 days of receipt.

Customized & Non-Returnable Items

Prescription lenses and eyewear customized to individual customer specifications are generally not eligible for returns due to a change of mind, unless otherwise required by applicable law.

This generally includes personalized eyewear and made-to-order frames manufactured according to customer-selected specifications.

Gift cards are non-returnable. These exceptions do not limit your rights when an item is defective, damaged, incorrect, or otherwise subject to mandatory consumer protections.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible with your order number, a description of the issue, and clear photographs where available.

We recommend reporting shipping damage within 48 hours of delivery to help us investigate promptly. This recommendation does not limit your rights or remedies under applicable consumer protection laws.

For eligible claims, we will arrange an appropriate replacement, repair, refund, or other remedy in accordance with applicable law. Incorrect items will be replaced with the correct item at no additional cost.

How to Request a Return

1. Contact Us: Email service@agstumoptical.com or call +86 151 7693 1981. Include your order number, purchase date, and reason for return.
2. Receive Return Instructions: Our team will provide a return authorization number, return address, and instructions. Returns sent without authorization will not be accepted.
3. Pack and Ship: Use the original packaging or suitable protective materials. Include your return authorization number and use a trackable shipping service whenever possible.

Please do not send items back before receiving return instructions from our support team.

Return Shipping Costs

Customer-Paid Returns: For eligible returns due to a change of mind, personal preference, or an incorrect size selection, return shipping costs are the customer's responsibility.

Agstum Optical-Paid Returns: If an eligible return is due to a manufacturing defect, damaged or incorrect item, or an error on our part, we will cover the applicable return shipping costs. Contact us for a prepaid return label or reimbursement instructions before shipping.

Refund Processing

Once we receive and inspect your returned item and confirm that it meets the return conditions, your refund will be processed to your original payment method within 10 business days after we receive the returned item.

You will receive a refund confirmation email. Depending on your bank or payment provider, additional time may be required for the funds to appear in your account.

Exchanges

If you would prefer another style or size, the fastest option is to return your eligible item and place a separate order once the return has been accepted. For defective or incorrect items, please contact our support team so we can arrange an appropriate solution.

365-Day Quality Guarantee

Eligible eyewear frames are also protected by our 365-Day Quality Guarantee against confirmed manufacturing defects. This guarantee is separate from, and does not extend, the 30-day change-of-mind return period.

Contact Us

Business: Shijiazhuang Yashilun Trading Co., Ltd.

Store: Agstum Optical

Email: service@agstumoptical.com

Phone: +86 151 7693 1981

Address: 7th Floor, Caiku Building, Junction of Huai'an Road and Zhaiying Street, Yuhua District, Shijiazhuang, Hebei 050000, China

Business Hours: Monday–Friday, 15:00–23:00 (UTC+8)