Refund & Returns Policy

We want you to love your Gentle Monster Bratz eyewear. If you're not completely satisfied, we're here to help with our comprehensive return and refund policy.

30-Day Return Window

You have 30 days from the date of delivery to return your items for a full refund or exchange.

Return Eligibility

To be eligible for a return, items must meet the following conditions:

  • Items must be in original, unused condition
  • All original packaging, cases, and accessories must be included
  • Eyewear must be free from scratches, damage, or wear
  • Return must be initiated within 30 days of delivery
  • Original purchase receipt or order confirmation required

Items We Cannot Accept for Return

  • Prescription eyewear or custom-fitted items
  • Items damaged by misuse or normal wear
  • Items without original packaging or accessories
  • Items returned after the 30-day return window
  • Final sale or clearance items (clearly marked)

How to Return Your Items

  1. Contact Us: Email our customer service team at [email protected] with your order number and reason for return.
  2. Receive Return Authorization: We'll send you a return merchandise authorization (RMA) number and prepaid return label.
  3. Package Your Items: Carefully package items in original packaging with all accessories included.
  4. Ship Your Return: Attach the prepaid return label and drop off at any authorized shipping location.
  5. Processing: Once we receive your return, we'll process your refund within 5-7 business days.

Refund Information

Refund Timeline

Once your return is received and inspected, we will send you an email confirmation. Refunds are processed within 5-7 business days and will appear on your original payment method within:

  • Credit/Debit Cards: 3-5 business days
  • PayPal: 1-2 business days
  • Bank transfers: 5-10 business days

Refund Amount

You will receive a full refund of the item price. Original shipping costs are non-refundable unless the return is due to our error (defective or incorrect item received).

Exchanges

We offer free exchanges for different sizes or colors of the same item, subject to availability. To request an exchange:

  • Follow the same return process above
  • Specify in your return request that you want an exchange
  • We'll ship your replacement item once we receive your return
  • If the replacement item costs more, you'll be charged the difference
  • If it costs less, we'll refund the difference

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with:

  • Your order number
  • Clear photos of the damaged item
  • Description of the issue

We'll provide a prepaid return label and expedite a replacement or full refund, including original shipping costs.

International Returns

International customers are responsible for return shipping costs unless the item is defective or incorrect. Returns may be subject to customs duties and taxes, which are the customer's responsibility. Processing may take additional time due to international shipping and customs procedures.

Gift Returns

Items purchased as gifts can be returned by the recipient with the original gift receipt or order confirmation. Refunds for gift returns will be issued as store credit unless otherwise requested by the original purchaser.

Need Help with Your Return?

Our customer service team is here to assist you with any questions about returns or refunds.

Email: [email protected]

Customer Service Hours:
Monday-Friday: 9AM - 6PM PST
Saturday-Sunday: 10AM - 4PM PST

Policy Updates

This return policy may be updated from time to time. The most current version will always be available on our website. Continued use of our website after changes constitutes acceptance of the updated policy.

Last Updated: January 2025