Return & Refund Policy

Eligibility

Returns, replacements, or refunds are available only for verified damaged, defective, or incorrect items reported within 14 days of delivery.

We do not accept returns, replacements, or refunds for:

• Change of mind;
• An incorrect color or prescription selected by the customer;
• Dissatisfaction with the appearance of a correctly supplied product; or
• Items damaged through misuse, improper handling, storage, or care.

Opened and Unopened Items

If the item is unopened, please keep it sealed while your claim is reviewed. If a product defect is discovered only after opening, retain the lenses and all original packaging. Opening an item to identify a genuine product defect does not by itself prevent review, but clear evidence is required.

How to Submit a Claim

Email clientservice@akiwaii.com within 14 days of delivery and provide:

• Your name and order number;
• A clear description of the problem;
• Clear photos or video showing the damaged, defective, or incorrect item; and
• Photos of the original packaging and product labels.

Please retain the lenses and all original packaging until the claim is resolved. Do not send any item back unless our support team provides written return instructions. Unauthorized returns cannot be accepted.

Resolution

After the issue is verified, AKIWAIi will provide the applicable replacement or refund. Only one remedy may be issued for the same affected item or loss.

Delayed, Lost, or Undelivered Packages

If an order is still in transit within the stated delivery window, it is not eligible for a refund on the basis of delay alone.

If the carrier confirms that a package is lost or undelivered, AKIWAIi will assist with a complimentary reshipment.

Optional Worry-Free Delivery

Worry-Free Delivery is an optional third-party shipping-protection service offered at checkout. If it was purchased, the customer may instead submit an eligible loss or transit-damage claim under the protection provider's terms. A customer cannot receive both an AKIWAIi reshipment and a separate Worry-Free protection payout for the same event.

For details, see Worry-Free Delivery.