01
Cancel or change an order
Email support@fovevia.com within 3 hours after your order confirmation to cancel or request a change. The time your email was sent determines whether your request is within the window.
Production must wait until the full 3-hour protection window ends. Cancellation within the window refunds the full amount paid to Fovevia. After the window, cancellation or changes are not guaranteed.
02
Find your issue and remedy
Match your situation below. If a return is needed, wait for written approval and a return merchandise authorization (RMA) before sending anything back.
| Situation | When to contact us | Remedy, costs & next step |
|---|---|---|
| Cancel or change an order | Within 3 hours after order confirmation | Cancel within the window for a full refund of the amount paid to Fovevia. Production waits until the window ends. Later cancellation or changes are not guaranteed. |
| Prescription or personalized lens: change of mind | After production begins | No voluntary change-of-mind return or refund. Fovevia-responsibility remedies and non-waivable statutory rights are unaffected. |
| Non-prescription lens: change of mind | Request within 14 calendar days after delivery | An eligible return refunds the actual product price. You pay original and return shipping. No fixed restocking fee; a reduction for actual loss of value applies only where legally permitted. |
| Send an approved non-prescription return | Ship within 14 calendar days after RMA approval | The return is checked against the eligibility conditions when it arrives. Unauthorized parcels are not accepted. |
| Fovevia manufacture, item, defect or compatibility-information error | Report within 30 calendar days after delivery | Once verified, choose a free remake/replacement or refund. Fovevia pays approved return and reship costs. A refund includes the product price and standard shipping. |
| You entered the wrong prescription or selected the wrong device | Request within 30 calendar days after delivery | No free return or replacement. You may request one paid-remake quote per order at actual replacement cost; production begins only after payment. |
| Damage in transit | Report within 7 calendar days after delivery | Once verified, choose a free reship or refund. |
| Stalled or lost shipment | 15 consecutive days without a scan, or no delivery 30 calendar days after dispatch | After the necessary carrier investigation, choose a free reship or refund. |
| Wrong address, refused delivery or incomplete customs cooperation | When the event occurs | Prescription/personalized lenses are not automatically refunded; reshipping is at your cost. An eligible returned non-prescription lens may be refunded at the product price less actual transport and related costs. |
| Incorrect installation, misuse, modification or normal wear | No automatic remedy | Support can review the evidence, but no free refund or remake is promised. Non-waivable statutory rights remain unaffected. |
Reporting windows use calendar days unless business days are stated. Each window starts from the event shown.
Cancel or change an order
- When to contact us
- Within 3 hours after order confirmation
- Remedy & costs
- Cancel within the window for a full refund of the amount paid to Fovevia. Production waits until the window ends. Later cancellation or changes are not guaranteed.
- Next step
- Email support@fovevia.com. Your email’s sent timestamp determines whether the request is within the window.
Prescription or personalized lens: change of mind
- When to contact us
- After production begins
- Remedy & costs
- No voluntary change-of-mind return or refund. Fovevia-responsibility remedies and non-waivable statutory rights are unaffected.
- Next step
- If the order or product is wrong, use the matching issue below. Keep the lens until the case is complete.
Non-prescription lens: change of mind
- When to contact us
- Request within 14 calendar days after delivery
- Remedy & costs
- An eligible return refunds the actual product price. You pay original and return shipping. No fixed restocking fee; a reduction for actual loss of value applies only where legally permitted.
- Next step
- You may open the package for inspection. Keep the lens uninstalled, unused and unscratched, with all packaging and accessories; request approval before returning it.
Send an approved non-prescription return
- When to contact us
- Ship within 14 calendar days after RMA approval
- Remedy & costs
- The return is checked against the eligibility conditions when it arrives. Unauthorized parcels are not accepted.
- Next step
- Use a trackable service and the return address supplied only after approval.
Fovevia manufacture, item, defect or compatibility-information error
- When to contact us
- Report within 30 calendar days after delivery
- Remedy & costs
- Once verified, choose a free remake/replacement or refund. Fovevia pays approved return and reship costs. A refund includes the product price and standard shipping.
- Next step
- Provide order, device and relevant product evidence. This covers wrong manufacture, wrong items, manufacturing defects and inaccurate published compatibility information.
You entered the wrong prescription or selected the wrong device
- When to contact us
- Request within 30 calendar days after delivery
- Remedy & costs
- No free return or replacement. You may request one paid-remake quote per order at actual replacement cost; production begins only after payment.
- Next step
- Identify the incorrect order field and send only the evidence needed to compare it with your confirmed order. An eligible non-prescription item can use the change-of-mind route if all conditions are met.
Damage in transit
- When to contact us
- Report within 7 calendar days after delivery
- Remedy & costs
- Once verified, choose a free reship or refund.
- Next step
- Keep the product, parcel, labels and packaging, and send clear photos of the damage.
Stalled or lost shipment
- When to contact us
- 15 consecutive days without a scan, or no delivery 30 calendar days after dispatch
- Remedy & costs
- After the necessary carrier investigation, choose a free reship or refund.
- Next step
- Provide the order reference and tracking events, and cooperate with the carrier investigation.
Wrong address, refused delivery or incomplete customs cooperation
- When to contact us
- When the event occurs
- Remedy & costs
- Prescription/personalized lenses are not automatically refunded; reshipping is at your cost. An eligible returned non-prescription lens may be refunded at the product price less actual transport and related costs.
- Next step
- Contact Support with the correct address or customs details. Pay any agreed reship charge before dispatch.
Incorrect installation, misuse, modification or normal wear
- When to contact us
- No automatic remedy
- Remedy & costs
- Support can review the evidence, but no free refund or remake is promised. Non-waivable statutory rights remain unaffected.
- Next step
- Keep the item and describe the setup, handling and any modification. Stop use where appropriate.
03
Non-prescription returns
All non-prescription lenses use the same change-of-mind rules. For a defect, wrong item, inaccurate compatibility information or delivery issue, use the responsibility matrix above.
- Request
- Within 14 calendar days after delivery.
- Check the condition
- Opening for reasonable inspection is allowed. The lens must be uninstalled, unused and unscratched, with all packaging and accessories.
- Return after approval
- Send it within 14 calendar days after RMA approval using a trackable service. The return address is provided only after approval; unauthorized parcels are not accepted.
- Refund and costs
- The actual product price is refundable. You pay original and return shipping. There is no fixed restocking fee; any legally permitted reduction must reflect the actual loss of value if the condition rule is not met.
04
How to request help
Start by email within the window for your issue. You do not need to decide who is responsible before contacting Support.
01
Email your request
Send your order reference, product, exact device, when the issue happened, a short description and your preferred outcome to support@fovevia.com.
02
Review and written instructions
Support reviews the relevant evidence and confirms the remedy, costs and whether a return is required. Keep the item and packaging while the case is reviewed.
03
Return if required and receive the remedy
Follow the approved instructions. If a return is required, wait for the RMA and address, then use a trackable service within the deadline. Support confirms any payment or dispatch step in writing.
Evidence for your issue
- Product or fit issue
- Relevant product photos, labels and the exact device model.
- Transit damage
- Photos of the product, parcel, labels and packaging; retain these items.
- Stalled or lost parcel
- The tracking reference, latest carrier events and relevant dates.
- Prescription-entry or manufacturing check
- Only the order values or prescription evidence necessary to compare the issue with the confirmed order.
05
Refund amounts and timing
Approved refunds go to the original payment method. Timing starts after final refund approval, not when you first contact Support.
- Fovevia initiates the refund
Within 5 business days after final refund approval.
- Your payment provider posts it
Usually another 5–10 business days after Fovevia initiates it.
What is included in your refund?
- Cancellation within the protection window
- The full amount paid to Fovevia.
- Verified Fovevia-responsibility issue
- The product price and standard shipping; Fovevia also covers approved return and reship costs.
- Eligible non-prescription change-of-mind return
- The actual product price. Original and return shipping are your responsibility; any lawful reduction must reflect actual loss of value, not a fixed restocking fee.
Banks and payment providers control the posting stage. Nothing on this page limits non-waivable consumer rights.