Return & Refund Policy
We hope you love your Multi eyewear! However, if you're not 100% satisfied, we've made the return and refund process simple and straightforward.
365-Day Warranty
Multi offers a 365-day warranty from the day you receive your eyewear, covering defects in materials and workmanship. This warranty excludes damage resulting from accidents, negligence, or improper care.
30-Day Exchange & Return
If you're unsatisfied with your product, you can request an exchange, credit, or refund within 30 days of receiving it. Please note that credit or refunds for non-quality-related issues cannot be processed after this 30-day period. Each order is eligible for a one-time exchange or return. However, "exchange orders" cannot be exchanged or returned again.
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If Multi makes an error (e.g., incorrect prescription or wrong items), we will provide a prepaid shipping label for returning the products and issue a replacement, or a full refund.
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If the error was on your end (e.g., wrong prescription input), we regret that you will be responsible for the return shipping costs.
- If you request a refund, the original shipping fee is non-refundable. The refund (excluding shipping fees) will be processed within 7 days after we receive your returned item.
- If you request an exchange, we will send the replacement once we receive the returned product. If there's a price difference between the original and replacement items, you will need to cover the difference.
Order Modification/Cancellation
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 Stage | Frame Only & Accessories | Glasses with Prescription/Paid Lenses |
|---|---|---|
| Before Shipment (Being Processed) | Free | 10% of order amount |
| After Shipment | 30% of order amount | 30% of order amount |
Important Notice
Returns
- 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.
- Ensure that only Multi items are in the return package. We cannot be held responsible for returning non-Multi items.
- 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.