Refund policy

Last updated: September 11, 2026

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

Rimcoo is operated by Danyang Endi Glasses Co., 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 the last item in the applicable order has been delivered.

To request a return, please contact 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 processed smoothly because we need to issue specific return instructions and link your return package to your order record.

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 the applicable 30-day return period;
• 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 prescription 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. Prescription Requirements and Customer-Provided Information

A valid prescription upload is required for all orders that include prescription lenses.

Customers must upload a clear and complete copy or photograph of their prescription before a prescription lens order can enter production.

The prescription should include all applicable information required for the selected lenses, which may include:

• Sphere (SPH);
• Cylinder (CYL);
• Axis;
• Pupillary Distance (PD);
• ADD;
• Prism; and
• Other applicable lens or prescription specifications.

Customers are responsible for reviewing the uploaded prescription and submitted prescription information carefully before production begins.

By ordering prescription lenses, the customer confirms that:

• The uploaded prescription is accurate and complete;
• The prescription is current and valid for the intended use;
• The customer is authorised to use the prescription submitted; and
• The information submitted with the order is correct.

If a product has been manufactured correctly according to the prescription provided by the customer, an error or inaccuracy in the prescription 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 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 applicable 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 applicable 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.

Prescription and 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.

Standard, non-customised orders that have not yet entered processing or shipment preparation can generally be changed or cancelled.

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

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.

9. How to Request a Return

To request a return, email service@rimcoo.com with:

• 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 products back without first contacting us.

10. Return Address

Our product return address is the same as our registered business address:

Danyang Endi Glasses Co., Ltd.
No. 90-1, Industrial Park, Danyang Development Zone
Danyang, Zhenjiang, Jiangsu 212300
China

Please note: Customers must contact service@rimcoo.com before sending any items back.

This allows our team to authorise the return, provide the appropriate return instructions, and link the returned package directly to the relevant order.

11. Return Shipping Costs

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.

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 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, or payment provider may require additional time to post the funds to your account.

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 or components;
• Significant signs of use beyond reasonable inspection; or
• Alterations made by the customer.

Any partial refund will be assessed based on the condition of the returned product and applicable consumer 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.

15. Packages Returned to Sender

If a package is returned to us due to:

• An incorrect or incomplete address provided by the customer;
• Refused delivery;
• Failure to collect the package; or
• Another delivery issue outside Rimcoo's reasonable control,

we will contact the customer after the package has been returned to us.

Additional shipping costs may apply if the customer requests reshipment.

Where a refund is requested and permitted, original shipping charges may be deducted from the refund where allowed by applicable law.

16. Refunds for Lost Shipments

If a shipment is confirmed as lost in transit through a carrier investigation, please contact service@rimcoo.com.

We will provide an appropriate remedy, which may include replacement or refund depending on the circumstances.

17. Mandatory Consumer Rights

This policy explains Rimcoo's standard return, exchange, cancellation, and refund procedures.

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

18. Contact Us

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

Rimcoo
Operated by Danyang Endi Glasses Co., Ltd.

Email: service@rimcoo.com
Phone: +86 182 6060 1931
Address: No. 90-1, Industrial Park, Danyang Development Zone
Danyang, Zhenjiang, Jiangsu 212300
China