Returns & Refunds (cinilyglasses.com)

Last updated: September 21, 2026

30-Day Returns

We offer a 30-day return policy. This means you have 30 days from the date of delivery to request a return. If 30 days have passed since delivery, unfortunately, we can't offer a refund or exchange.

Return Eligibility

To be eligible for a return, items must be:

  • Unused, unworn, and in the same condition as received.
  • Returned with all original packaging and included accessories (case, cloth, inserts, etc.).
  • Accompanied by proof of purchase (order number / receipt).

Non-Returnable Items

The following items are not eligible for a change-of-mind return, unless they arrive faulty or incorrect:

  • Items marked Final Sale / Clearance (where stated).
  • Gift cards and digital/downloadable products (if applicable).

This does not affect your rights regarding items that are faulty, damaged, incorrect, or not as described.

Prescription and Custom-Made Items

Prescription and custom-made lenses are prepared to your specifications and cannot be returned or exchanged solely because you change your mind. If an item is faulty, damaged, incorrect or not as described, contact service@cinilyglasses.com so we can arrange the applicable remedy. Confirmed faulty, damaged or incorrect items must be returned using our instructions; we reimburse return shipping costs. Nothing in this policy limits mandatory consumer rights.

How to Request a Return

To start a return, please email our support team first: service@cinilyglasses.com

Please include:

  1. Your order number.
  2. The item(s) you'd like to return.
  3. The reason for return (optional but helpful).
  4. Photos if the item is damaged/incorrect.

Important: Returns must be approved before sending anything back. Returns sent without prior approval may be refused and returned to the sender.

Refunds

For eligible returns, we will complete inspection, approval and refund processing to your original payment method within 10 calendar days from the date our warehouse in China receives your return. This period includes inspection and approval; it does not start again after approval. We will confirm the outcome by email. Calendar days include weekends and public holidays. Your bank or payment provider may require additional time to post the refund to your account.

Late or Missing Refunds

If you haven't received a refund yet:

  1. Check your bank account again.
  2. Contact your credit card company (it may take some time before your refund is officially posted).
  3. Contact your bank (there is often some processing time before a refund is posted).

If you've done all of this and you still have not received your refund, please contact us at service@cinilyglasses.com with your order number.

Exchanges

We accept exchanges for eligible items, subject to stock availability and any applicable price difference. The fastest way to get the item you want is to request an exchange by email — tell us the item, color, or other available option you would like instead.

If an item arrives defective, damaged, or incorrect, we will review the issue and arrange the appropriate available remedy, which may include an exchange, replacement, or refund.

Late, Lost, or Damaged Deliveries

If a parcel arrives damaged, is marked delivered but cannot be found, or appears lost, contact us with your order number and any available tracking information. We will review the order with the carrier and arrange the appropriate next steps.

Return Shipping Costs

  • For an ordinary change-of-mind return or exchange, return shipping costs are the customer's responsibility.
  • Original shipping charges (if any) are non-refundable.
  • For confirmed faulty, damaged or incorrect items, we require the item to be returned and reimburse your return shipping cost. Contact service@cinilyglasses.com before mailing the return so we can provide shipping instructions. Keep your postage receipt and tracking number and send them to us for reimbursement.
  • We strongly recommend using a trackable shipping service and keeping proof of postage. We cannot guarantee receipt of returns sent without tracking.

Returns Address

To ensure your return is processed accurately, please contact us at service@cinilyglasses.com to receive a Return Authorization first.

Recipient: Cinily
No. 1220 Xinhan Street
Putian, Fujian 351111
China
Return parcel contact number: +86 15080128850

Please contact service@cinilyglasses.com for return authorization and parcel instructions before sending an item. Our Hong Kong registered office is not the shipping or return destination.

Additional Cancellation Rights for Eligible UK and EU Orders

This section applies to eligible orders delivered to the United Kingdom or a country in the European Union.

If an eligible non-custom item is delivered to the United Kingdom or a country in the European Union, you may cancel your online purchase without giving a reason within 14 calendar days after you, or a third party named by you, receive the final item in the order.

To exercise this right, email service@cinilyglasses.com before the cancellation period expires. Include your order number and a clear statement that you wish to cancel. You may use the model cancellation form below, but this is not required.

Please send the goods back without undue delay and no later than 14 calendar days after informing us that you wish to cancel. For cancellations not caused by a merchant issue, the customer pays the direct cost of returning the goods to China, subject to applicable consumer rights.

For an eligible statutory cancellation, we will refund the item price and any standard outbound shipping charge where required by law. We may wait until we receive the goods back or receive evidence that you have sent them back before issuing the refund. We may reduce a refund if handling beyond what would normally be permitted in a store has diminished the value of the goods.

The statutory cancellation right does not apply to goods made to your specifications or clearly personalized, including prescription or custom-made lenses. This exception does not affect your rights when an item is defective, damaged, incorrect, or not as described.

Model Cancellation Form for Eligible UK and EU Orders

Complete and send this form only if you wish to cancel an eligible UK or EU order. You may send the same information by email instead.

To: Sheenny International Co., Limited, operating as Cinily Glasses
Registered Office: Room D07, 8/F, Kai Tak Factory Building Stage 2, 99 King Fuk Street, San Po Kong, Hong Kong
Email: service@cinilyglasses.com

I hereby give notice that I cancel my contract of sale for the following goods:

Order number:
Ordered on / received on:
Customer name:
Customer address:
Customer signature (only if submitted on paper):
Date:

Nothing in this policy limits any mandatory consumer rights that apply in your country of residence.