Return & Refund Policy

1. Overview

Custom Products Notice

All EYEPIXX iris photography products are custom-made specifically for each individual customer. As these are personalized products that cannot be resold, our return policy differs from standard retail policies.

Our Commitment

We are committed to providing high-quality iris photography products. If you experience any issues with your order, we will work with you to find a satisfactory resolution.

Contact Information

For all return and refund requests, please contact: Email: info@eyepixx.us Phone: +1 (772) 283-1191

2. Return Eligibility

Accepted Returns

We accept returns ONLY in the following circumstances:

• Defective Products: Items with manufacturing defects or quality issues
• Damaged During Shipping: Products damaged during transit
• Wrong Product Delivered: You received a different product than ordered
• Significant Deviation: Product significantly differs from ordered specifications
• Non-Delivery: Product not delivered within promised timeframe

Non-Returnable Items

We CANNOT accept returns for:

• Change of mind after order completion
• Dissatisfaction with natural iris appearance
• Color variations due to monitor/screen differences
• Orders older than 14 days from delivery
• Products ordered with correct specifications
• Digital downloads after delivery

3. Return Process

Step 1: Contact Us

Contact us within 14 days of receiving your order:

• Email info@eyepixx.us with your order number
• Describe the issue in detail
• Include clear photographs of any defects or damage

Step 2: Evaluation

We will review your request within 2 business days and determine:

• If the return qualifies under our policy
• The best resolution for your situation
• Whether product return is necessary

Step 3: Return Authorization

If approved, we will provide:

• Return Merchandise Authorization (RMA) number
• Return shipping instructions
• Prepaid shipping label (for defective/damaged items)

Step 4: Return Shipment

• Package item securely in original packaging if available
• Include RMA number on package
• Ship within 5 business days of authorization
• Retain tracking information

4. Refund Policy

Full Refunds

You will receive a 100% refund for:

• Defective products that cannot be replaced
• Non-delivery of orders
• Significant errors in production
• Damaged products if replacement is not desired

Partial Refunds

Partial refunds may be offered for:

• Minor defects that don’t affect overall product quality
• Slight variations from specifications
• Delayed delivery with successful receipt

Refund Processing

• Refunds are processed within 5-7 business days after approval
• Refunds are issued to original payment method
• Bank processing may take additional 3-5 business days
• You will receive email confirmation when refund is processed

5. Replacement Policy

Free Replacement

We offer free replacement for:

• Manufacturing defects
• Shipping damage
• Production errors

Replacement Process

1. We will schedule a new photography session if needed
2. Production time is typically 3-5 business days
3. Shipping time remains the same as original order
4. No additional charges for replacement orders

6. Quality Guarantee

What We Cannot Guarantee

• Exact color matching across different devices/screens
• Specific iris patterns (these are naturally unique)
• Results identical to sample images

7. Damaged Shipments

Inspection Upon Delivery

• Inspect package for visible damage before accepting
• Note any damage with delivery carrier
• Take photos of damaged packaging
• Open and inspect product immediately

Reporting Damage

1. Contact us within 48 hours of delivery
2. Provide photos of packaging and product damage
3. Keep all packaging materials
4. Do not discard anything until claim is resolved

8. Special Circumstances

Photography Session Issues

If unable to capture suitable iris photograph:

• We will attempt session up to 3 times
• Full refund if unable to achieve results
• No charge for additional session attempts

Medical Conditions

Certain eye conditions may affect photography results:

• Please inform us of any eye conditions before ordering
• We will advise on feasibility
• Full refund if condition prevents photography

9. Customer Responsibilities

Accurate Information

• Provide correct shipping address
• Respond to communication promptly
• Follow care instructions for products

Timely Action

• Report issues within specified timeframes
• Return products promptly when authorized
• Provide requested documentation

10. Exclusions

This Policy Does Not Cover

• Damage from misuse or neglect
• Normal wear and tear
• Damage after delivery
• Unauthorized modifications
• Force majeure events

11. Dispute Resolution

Our Process

1. Direct communication to resolve issues
2. Management review if needed
3. Mediation if agreement cannot be reached
4. Legal remedies as last resort

Your Rights

This policy does not limit your statutory rights under Florida consumer protection laws.

12. International Orders

No International Shipping

We only ship within Florida. International orders cannot be processed or fulfilled.

13. Policy Updates

Changes to This Policy

We may update this policy periodically. Changes will be posted on this page with the updated date.

Notification

Significant changes will be communicated via:

• Website announcement
• Email to recent customers

14. Contact Us

For Return & Refund Assistance

EYEPIXXUSA LLC 2660 SW Immanuel Dr Palm City, FL 34990 Email: info@eyepixx.us Phone: +1 (772) 283-1191 Business Hours: Monday: 8:30 AM – 5:00 PM Tuesday: 7:30 AM – 5:00 PM Wednesday – Friday: 8:30 AM – 5:00 PM Closed for lunch: 12:30 PM – 1:30 PM Response Time: We aim to respond to all inquiries within 24-48 business hours.

Effective Date

This Return & Refund Policy is effective as of June 16, 2025. Last updated: June 16, 2025