REFUND, CANCELLATION & REPLACEMENT POLICY – MULTIFOLKS
Effective Date: 27th July 2025
Entity Responsible: GA Multilens Limited (trading as “Multifolks”), registered in England & Wales, Company No. 16406960
At Multifolks, we want you to feel completely confident when purchasing your eyewear. If something doesn’t feel right, we’ll make it right. This policy explains how refunds, cancellations, and replacements work for orders placed through www.multifolks.com and its subdomains (the “Platform”).
1. REFUNDS – NO QUESTIONS ASKED
- You are entitled to a full refund, including shipping (if charged), within 30 days of delivery, for any reason.
- Refunds will be issued to your original payment method within 5–10 business days of approval.
- Products must be returned in their original condition (undamaged frames and lenses). Reasonable wear from trying the product is acceptable.
- Refunds are processed once the returned product is received at our designated return center.
2. REPLACEMENTS – WE KEEP IT EASY
- If you’re not fully satisfied with your glasses – for any reason – we’ll happily replace or adjust them, at no extra cost.
- This applies even after you’ve tried the glasses, as we want you to find your perfect fit.
- You may request a replacement for a different frame, lens adjustment, or prescription correction.
- There is no set limitto how many adjustments or replacements we’ll provide, but we do reserve the right to refuse requests that appear to be excessive, abusive, or fraudulent.
- Replacement shipping is free in most cases; customs duties (for non-UK customers) may still apply.
3. ORDER CANCELLATIONS
- You may cancel your order at any time before it is shipped and receive a full refund.
- Once an order has shipped, it cannot be cancelled. Instead, you may request a refund or replacement under Sections 1 or 2 above.
- Orders are considered “shipped” once a tracking number has been generated or the package is in the possession of a carrier.
4. HOW TO REQUEST A REFUND OR REPLACEMENT
Please email support@multifolks.com with:
- Your order number
- Whether you’re requesting a refund, replacement, or adjustment
- Any specific concerns (if you wish to share) so we can help resolve them faster
Our support team is available Monday–Saturday, 9:30 AM – 6:30 PM (UK time).
5. CROSS-BORDER PURCHASES (US & OTHER INTERNATIONAL CUSTOMERS)
- All orders are processed and fulfilled by our UK entity (GA Multilens Limited).
- Refunds and replacements are governed exclusively by UK law and this Policy, regardless of your location.
- Customs duties, import fees, and local taxes (if any) are non-refundable and remain the customer’s responsibility.
6. GENERAL LIMITATIONS (TO PROTECT EVERYONE)
- While we are happy to offer generous replacements and adjustments, we reserve the right to deny requests that indicate misuse or repeated, unreasonable returns (e.g., deliberate damage, repeated exchanges for resale).
- This helps us keep our policies fair for all customers while still offering industry-leading flexibility.
- Our decision on refunds, replacements, or cancellations will be final, but we will always act in good faith.
7. GOVERNING LAW
This Policy is governed by the laws of England & Wales. All disputes shall be resolved exclusively in the courts of London, UK.
By placing an order, you agree that US federal and state consumer statutes do not apply, as this is a cross-border purchase from the UK.