Return & Refund Policy

Last updated: September 1, 2026

At Rimcoo, we want customers to understand our return, exchange, and refund conditions before placing an order.

Rimcoo is operated by SANGCOO LTD (“Rimcoo”, “we”, “us”, or “our”).

This policy applies to purchases made through rimcoo.com.

Nothing in this policy limits any mandatory consumer rights that may apply under the laws of your country or region.

1. 30-Day Return Period

Eligible non-customised products may be returned within 30 days after delivery.

To request a return, please contact us at:

service@rimcoo.com

before sending any item back.

Please include your order number and the reason for the return.

Products returned without contacting us first may not be accepted because we need to provide the correct return instructions and return destination.

2. Products Eligible for Standard Return

Non-customised products, such as eligible eyeglass frames, non-prescription sunglasses, or other standard products, may generally be returned within 30 days after delivery if they meet the following conditions:

• The return request is made within 30 days after delivery;

• The product is unused or only reasonably inspected;

• The product is not damaged, altered, or modified by the customer;

• The product is returned with its original packaging and included accessories where reasonably possible; and

• The product was not made or customised specifically according to the customer's prescription or other individual specifications.

Customers may request a return of eligible non-customised products even if there is no product defect, including where the customer has changed their mind.

3. Prescription and Customised Products

Certain eyewear products are made specifically for an individual customer using prescription information or other customised specifications.

These may include:

• Prescription lenses;

• Progressive or multifocal lenses;

• Custom reading lenses;

• Photochromic prescription lenses;

• Lenses made according to a customer's SPH, CYL, AXIS, PD, ADD, prism, or other prescription information; and

• Eyewear otherwise manufactured or modified according to individual customer requirements.

Because these products are personalised and cannot normally be resold, they are generally not eligible for return or refund solely because of a change of mind, personal preference, or incorrect prescription information supplied by the customer once production has begun.

This restriction does not apply where:

• Rimcoo manufactured the prescription incorrectly compared with the information submitted and confirmed for the order;

• The product is defective;

• The wrong product was supplied;

• The product arrived damaged; or

• Applicable law provides the customer with additional mandatory rights.

If you believe there is a problem with customised eyewear, please contact us so that we can review the issue.

4. Customer-Provided Prescription Information

Customers are responsible for reviewing prescription information carefully before submitting an order.

This may include:

• Sphere (SPH);

• Cylinder (CYL);

• Axis;

• Pupillary Distance (PD);

• ADD;

• Prism; and

• Other lens specifications.

If a product has been manufactured correctly according to the prescription information submitted by the customer, an error in the prescription information itself is not considered a manufacturing defect by Rimcoo.

If you notice an error shortly after placing an order, please contact service@rimcoo.com immediately.

We will make reasonable efforts to assist before production begins, but changes cannot be guaranteed once customisation has started.

5. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, materially different from its description, or incorrect due to an error by Rimcoo, please contact us promptly.

Please provide:

• Your order number;

• A description of the problem;

• Clear photographs or video showing the issue where applicable; and

• Any other information reasonably required to review the problem.

For prescription eyewear, we may also ask for the prescription information submitted with the order so that we can compare it with the product that was manufactured.

If we confirm that the problem is our responsibility, we will provide an appropriate remedy, which may include:

• Replacement;

• Remaking the product;

• Repair;

• Refund; or

• Another reasonable solution agreed with the customer.

Where a return is required because of a confirmed defect, damage, incorrect item, or manufacturing error for which Rimcoo is responsible, Rimcoo will bear the reasonable return shipping cost or provide an appropriate return method.

6. Change-of-Mind Returns

Eligible non-customised products may be returned within the 30-day return period even when the customer has simply changed their mind.

For a change-of-mind return:

• The customer is generally responsible for the return shipping cost;

• The item must meet the eligibility requirements described in this policy; and

• Any refund will be processed after the returned product has been received and inspected.

We do not charge a restocking fee for eligible standard returns.

Original shipping charges may not be refundable where permitted by applicable law, except where the return results from our error or where applicable consumer law requires otherwise.

7. Exchanges

Eligible non-customised products may be exchanged within the 30-day return period.

Please contact service@rimcoo.com before returning the item.

Depending on the product, stock availability, and destination, we may:

• Arrange a direct exchange; or

• Ask you to return the original item and place a new order.

Any price difference between products may need to be paid or refunded as applicable.

Customised products are subject to the conditions described in Section 3 above.

8. Order Changes and Cancellations

If you wish to change or cancel an order, please contact:

service@rimcoo.com

as soon as possible.

Orders that have not yet entered processing or customisation can generally be changed or cancelled.

For prescription or customised products, once lens production, cutting, fitting, or another customisation process has begun, cancellation or modification may no longer be possible.

If an order has already been shipped, it cannot normally be cancelled in transit and will instead be handled under the applicable return conditions after delivery.

Nothing in this section limits any cancellation rights that cannot legally be excluded under applicable consumer law.

9. How to Request a Return

To request a return, email:

service@rimcoo.com

Please include:

• Your full name;

• Order number;

• Product you wish to return;

• Reason for return; and

• Photographs where the request relates to damage, defects, or an incorrect product.

Our customer service team will review the request and provide return instructions if the return is eligible.

Please do not send a return without receiving return instructions from us first.

10. Return Address

Approved returns must be sent to the return location provided by our customer service team.

Our registered business address in the United Kingdom is not our product return address.

Returns are generally processed through our service and fulfilment facilities associated with our operations in Danyang, Jiangsu, China.

The exact return address and applicable instructions will be provided after your return request has been reviewed.

Customers should not send products to the registered address of SANGCOO LTD unless specifically instructed to do so by Rimcoo.

11. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Change of Mind or Other Non-Defective Return

For eligible non-customised products returned because the customer changed their mind or no longer wants the item, the customer is generally responsible for return shipping costs.

Defective, Damaged, Incorrect, or Mismanufactured Product

If Rimcoo confirms that a product is defective, arrived damaged, was incorrectly supplied, or was manufactured incorrectly by us, Rimcoo will bear the reasonable cost of the approved return or provide an appropriate return method.

Please contact us before purchasing return postage for a defective or incorrect product.

12. Refund Processing

Once an eligible returned product has been received, we will inspect it and notify you regarding the outcome of the return.

Where a refund is approved, it will generally be issued to the original payment method used for the order.

Approved refunds are normally initiated within 5–10 business days after the returned item has been received and inspected.

After a refund has been issued by us, your bank, card issuer, PayPal, or other payment provider may require additional time to post the funds to your account.

Processing times after issuance are controlled by the payment provider and may vary.

13. Partial Refunds

In certain circumstances, only a partial refund may be appropriate.

Examples may include an eligible non-customised product returned with:

• Damage caused after delivery;

• Missing accessories;

• Missing components;

• Significant signs of use beyond reasonable inspection; or

• Alterations made by the customer.

We will review each return reasonably and will explain any reduction in the refund amount.

This section does not affect returns involving confirmed defects or other rights provided by applicable law.

14. Refunds for Shipping Charges

If a return is required because Rimcoo supplied an incorrect, damaged, defective, or incorrectly manufactured product, we will provide the appropriate refund or remedy, including applicable shipping costs where required.

For voluntary change-of-mind returns, original shipping costs may be non-refundable where permitted by applicable law.

Where mandatory consumer law requires original standard delivery charges to be refunded, we will comply with those requirements.

15. Packages Returned to Sender

If a package is returned to us because:

• The customer provided an incorrect or incomplete address;

• Delivery was repeatedly refused;

• The package was not collected; or

• Another delivery issue was caused by information or actions attributable to the customer,

we will contact the customer after the package is returned to us.

Additional shipping costs may apply if the customer requests that the order be sent again.

Where a refund is requested instead, reasonable shipping costs may be deducted where permitted by applicable law.

16. Refunds for Lost Shipments

If a shipment is confirmed as lost in transit, please contact us at service@rimcoo.com.

We will review the shipping information and carrier investigation.

If the package is confirmed lost and the loss is not caused by incorrect customer-provided delivery information, we will provide an appropriate remedy, which may include replacement or refund.

17. Mandatory Consumer Rights

This Return & Refund Policy is intended to explain Rimcoo's standard commercial return procedures.

Nothing in this policy excludes, restricts, or replaces any mandatory consumer rights that apply under the laws of the customer's country or region.

Where applicable law provides a customer with rights that are more favourable than this policy, those mandatory rights will apply.

18. Contact Us

For return, exchange, cancellation, or refund assistance, please contact:

Rimcoo
Operated by SANGCOO LTD

Email: service@rimcoo.com
Phone: +44 7445 682068

Registered Business Address:

SANGCOO LTD
61 Bridge Street, Suite 3330
HR5 3DJ
United Kingdom

Please note: This registered business address is not the return address for products.

Please contact service@rimcoo.com before sending any return.