Returns & Refunds (cinily.co.uk)

30-Day Returns

We offer a 30-day return policy. This means you have 30 days from the date of delivery to request a return.

If 30 days have passed since delivery, unfortunately we can’t offer a refund or exchange.

Return Eligibility

To be eligible for a return, items must be:

  • Unused, unworn, and in the same condition as received

  • Returned with all original packaging and included accessories (case, cloth, inserts, etc.)

  • Accompanied by proof of purchase (order number / receipt)

Please do not send your purchase back to the manufacturer.

Non-Returnable Items

For hygiene and customisation reasons, the following items are not eligible for return, unless they arrive faulty or incorrect:

  • Prescription or custom-made lenses (including progressive, photochromic, tinted, or made-to-order options)

  • Items marked Final Sale / Clearance (where stated)

  • Gift cards

  • Digital/downloadable products (if applicable)

How to Request a Return

To start a return, please email our support team first:

📧 service@cinily.co.uk

Include:

  • Your order number

  • The item(s) you’d like to return

  • The reason for return (optional but helpful)

  • Photos if the item is damaged/incorrect

Returns must be approved before sending anything back.
Returns sent without prior approval may be refused.

Refunds

Once your return is received and inspected, we will email you to confirm whether your refund is approved.

If approved, the refund will be issued to your original payment method.
Refunds typically appear within 5–10 working days (depending on your bank or card provider).

Late or Missing Refunds

If you haven’t received a refund:

  1. Check your bank account again

  2. Contact your card provider (posting can take additional time)

  3. Contact your bank (processing times vary)

If you still don’t see the refund after following the steps above, please contact:
📧 service@cinily.co.uk

Exchanges (Faulty / Damaged Items Only)

We only offer exchanges if an item is faulty, damaged, or incorrect.

To request an exchange, email:
📧 service@cinily.co.uk

If approved, we’ll arrange the next steps.

Return Shipping

  • Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect.

  • Shipping charges are non-refundable.

  • We recommend using a tracked service and keeping proof of postage.

  • We cannot guarantee receipt of returns sent without tracking.

Returns Address

For security and processing accuracy, the return address is provided after your return request is approved.
Please email service@cinily.co.uk to receive return instructions.