Once you have submitted your return, you will presented with the status of your RMA:
While the EyeQue support team is reviewing the return, the status of the return will be in "Pending Approval."
|If you choose to cancel your request or if your request has been rejected by the EyeQue support team; the status will be changed to "Canceled." Any RMA that has been put into this status cannot be|
If your RMA has been approved, the status will changed to "Approved" and you'll be given instructions on how to complete the RMA.
The first step you will need to take is to print the RMA label that goes inside of the box. This is not a shipping label; this form will identify your RMA for our Shipping & Receiving department. Return shipping is always the responsibility of the purchasing party unless authorized by an EyeQue support representative. This will be noted within the notes of the RMA and a label will be attached to the request. An example of the notes is shown below.
If you have printed out the label and have shipped the product back, click on the button marked "Confirm Shipping and Update Request." You will then be asked to confirm that you've printed out the RMA label and have shipped the product to EyeQue. Once you have confirmed on the popup box you will not be able to make any other changes to your RMA. The status of the order will change to "Package sent."
Once we have received the product back from you, the Shipping & Receiving team will relay the information to our support team. We will then complete the RMA within 48 hours of the receipt of the product. The status will be changed to "Package Received" and then the refund will be processed. All returns are refunded to the payment method between 3 to 5 business days depending on your banking institution. If you have not seen your refund, please contact the EyeQue support team at firstname.lastname@example.org.
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