Refund policy

30-Day Returns for Eligible Non-Custom Items

This policy applies to orders delivered to countries and regions currently available at checkout.

We offer a 30-day return policy for eligible non-custom items. You have 30 days from the date of delivery to request a return for an eligible item, including a change of mind or style preference.

To qualify under our voluntary 30-day policy, items must be unused, unworn, in the same condition as received, and returned with the original packaging and included accessories.

Return Shipping Costs

Cinily covers reasonable standard return shipping for eligible returns requested within the 30-day return window.

Where available, we provide a pre-paid return label.
If a pre-paid label is not available for your location, we will provide return instructions and reimburse reasonable standard return postage after receiving proof of postage.
Customers are responsible only for extra costs caused by an upgraded, express, or unapproved return method.
For faulty, damaged, incorrect, or not-as-described items, Cinily covers reasonable standard return shipping.

Prescription and Custom-Made Items

Prescription or custom-made lenses are made to order and are not eligible for a change-of-mind return. This includes progressive, photochromic, tinted, and other made-to-order lens options.

This exception does not affect your rights if an item is faulty, damaged, incorrect, or not as described.

Items clearly marked Final Sale or Clearance before purchase are excluded from our additional voluntary return period. This does not limit any statutory consumer rights that apply to you.

UK and EU Statutory Cancellation Rights

If an eligible non-custom item is delivered to the United Kingdom or a country in the European Union, you may cancel your online purchase without giving a reason within 14 calendar days. The cancellation period starts when you, or a third party named by you, receive the final item in the order.

To exercise this right, email service@cinily.co.uk before the cancellation period expires. Include your order number and a clear statement that you wish to cancel. You may use the model cancellation form below, but this is not required.

Please send the goods back without undue delay and no later than 14 calendar days after informing us that you wish to cancel. Cinily covers reasonable standard return postage for eligible cancellations under the process described above.

For an eligible statutory cancellation, we will refund the item price and any standard outbound delivery charge where required by law. We may wait until we receive the goods back or receive evidence that you have sent them back before issuing the refund. We may reduce a refund if handling beyond what would normally be permitted in a shop has diminished the value of the goods.

The statutory cancellation right does not apply to goods made to your specifications or clearly personalised, including prescription or custom-made lenses. This exception does not affect your rights when an item is faulty, damaged, incorrect, or not as described.

How to Request a Return

Email service@cinily.co.uk with your order number, the item or items you wish to return, and the reason for return. The reason is optional, but it helps us improve our service.

For faulty, damaged, incorrect, or not-as-described items, please include clear photos where possible.

Please contact us before sending a return so we can provide the correct return instructions. This process does not limit your statutory cancellation or faulty-goods rights.

Refunds and Exchanges

After we receive your return, we will review the item and confirm the outcome by email. Approved refunds are issued to the original payment method.

We accept exchanges for eligible unused and non-custom items, subject to availability. We also replace items that are faulty, damaged, incorrect, or not as described.

For an eligible UK or EU statutory cancellation, the statutory refund rules described above apply.

Returns Address

Do not send returns to our registered office. Contact us first for the correct return instructions.

Unless we give you different instructions by email, returns should be sent to:

Cinily Returns Department
Unit 8, Willow Row, Longton
Stoke-on-Trent, Staffordshire, ST3 2PU
United Kingdom

Model Cancellation Form

Complete and send this form only if you wish to cancel an eligible UK or EU order. You may send the same information by email instead.

To: Sheenny International Co., Limited, trading as Cinily Eyewear
Registered office: Room D07, 8/F, Kai Tak Factory Building Stage 2, 99 King Fuk Street, San Po Kong, Hong Kong
Email: service@cinily.co.uk

I hereby give notice that I cancel my contract of sale for the following goods:
Order number:
Ordered on / received on:
Customer name:
Customer address:
Customer signature (only if submitted on paper):
Date:

Nothing in this policy limits any mandatory consumer rights that apply in your country of residence.