Refund policy

Since freshlookus.com is a custom e-commerce storefront, a standard, professional, and e-commerce-compliant policy works best.

Because contact lenses, cosmetics, and custom apparel are highly regulated or personal items that often cannot be accepted back if opened, this policy balances excellent customer service with strict safety guidelines.

Return & Refund Policy

Thank you for shopping at FreshLookUS. We want you to love your purchase, but if you are not entirely satisfied, we are here to help. Please review our policy below regarding returns, exchanges, and refunds.

1. Return Window

You have 30 calendar days from the date you received your item to request a return or exchange.

2. Return Eligibility & Conditions

To be eligible for a return, your item must meet the following criteria:

  • Unopened & Unused: The item must be in its original, unaltered condition, completely unused, and in the same packaging that you received it.

  • Sealed Integrity: Any protective seals, outer wrapping, or tamper-evident tabs must be completely intact.

  • Proof of Purchase: A copy of your order confirmation email or receipt must accompany your return.

Non-Returnable Items: Due to hygiene, safety, and customization standards, we cannot accept returns or offer refunds on:

  • Opened, unsealed, or worn contact lenses or cosmetics.

  • Custom-stitched, tailored, or personalized apparel items.

  • Final sale or clearance items.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you received the incorrect item/prescription, please contact us within 48 hours of delivery.

  • We will fast-track a replacement box or item to you at zero additional cost.

  • We will provide a pre-paid shipping label so you can return the incorrect or damaged product to us.

4. How to Initiate a Return

  1. Email our support team at support@freshlookus.com with your Order Number and the reason for your return.

  2. Once your return is authorized, we will send you a Return Authorization Form and the return shipping address.

  3. Package the items securely. Please note: Unless the return is due to our error (damaged/wrong item), the customer is responsible for paying return shipping costs. We highly recommend using a trackable shipping service.

5. Refunds & Processing

Once we receive your returned package, our team will inspect the items to verify compliance with our conditions.

  • Approval: If approved, we will immediately initiate a refund to your original method of payment (credit card, PayPal, etc.).

  • Timeline: You will receive a confirmation email once the refund is processed. Depending on your bank or card issuer, the credit typically appears in your account within 5–10 business days.

  • Shipping Fees: Original shipping charges are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your total refund amount.