Satisfaction guaranteed
Free satisfaction guarantee, within 60 days of your order being shipped.
This guarantee is free, automatic, and applies to all our products (eyeglasses, handcrafted items).
We guarantee your complete satisfaction for 60 days from the date your order is shipped (not the order date).
Our calculation is also not based on the date you receive your order, as this is unverifiable without a signed delivery confirmation. We rely exclusively on the shipping date.
If, within these 60 days, for any reason, your products are not suitable, you can request one of the following solutions:
1. An exchange for a new, more suitable product (new glasses, a new sweater, for example), with a possible partial refund depending on the circumstances, or payment of the difference by the customer.
2. A full refund (subject to the conditions below).
Claim Process:
– You will need to participate in a video call (WhatsApp or Google Meet), wearing the glasses or showing the product, to explain your dissatisfaction (size, comfort, appearance, etc.).
– If the claim is accepted, you can choose between an exchange or a refund.
⚠️ This guarantee does not cover breakage, loss, or theft.
📌 For a refund to be processed, the product (glasses, handcrafted item) must be returned to us.
– For simple dissatisfaction: The product must be returned in new condition and without any signs of use. It must also be returned with all its original accessories, except for the white packaging of the glasses; this packaging must also be returned in new condition and without any signs of use. If this is not the case, the refund may be refused.
– In case of breakage: A refund or exchange is only possible if you have purchased one of our two paid warranties covering this type of damage (see warranties A and B below).
📌 ⚠️ IMPORTANT:
– This free warranty, valid for 60 days from the date of shipment, covers manufacturing defects and normal wear and tear (without trauma to the glasses or external factors), but not breakage or wear and tear due to even minor trauma involving external factors. The distinction between breakage and normal wear and tear is determined solely by Loïs Kedochim.
Our team performs multiple quality checks throughout the entire supply chain, making it highly unlikely you will receive glasses with a manufacturing defect; however, if such a defect were to occur, the brand would acknowledge it. – A warranty claim (free or paid) is systematically submitted to Loïs Kedochim for validation after a video call with the person using the product(s) (the person wearing the glasses, for example). Any claim deemed abusive by the team is automatically rejected. Any claim without a valid video call validated by the Loïs Kedochim team is also naturally rejected.
– The date of the claim is the date of the video call, not the date of the customer’s initial contact. If the customer’s claim is received within 60 days of the order shipment but without a video call to validate it, and the video call takes place after 60 days from the order shipment date, then the customer’s claim may be rejected. The Loïs Kedochim brand informs its customers that if it did not implement this policy, a customer could, for safety reasons, express dissatisfaction before the 60-day shipping period and then decide to have their dissatisfaction validated after the deadline. Therefore, we reiterate: this video call must take place within 60 days of the order being shipped.
The Loïs Kedochim satisfaction guarantee applies for 60 days from the date your order is shipped. From this date, any potential shipping delays are no longer our responsibility. By confirming your order, you expressly agree to this principle.
We have intentionally extended our satisfaction guarantee well beyond the legal requirements (which impose a 14-day period) precisely to generously account for any unforeseen logistical issues. You thus have a full 60 days to test, experience, and live with your glasses, even if delivery took a little longer than expected.
In short, everything will be fine, everyone just needs to play fair.
We’re tightening the conditions slightly because we’re in a strange world.
Paid guarantee beyond 60 days: reinforcement and extension of the full refund guarantee, free glass replacement beyond 60 days, insurance against breakage, erosion, theft and loss.
Valid for all our products: eyewear and handicrafts. Read the terms and conditions on the dedicated page : (garantie.loiskedochim.com)
Once 60 days have passed since your order was shipped, you are fully responsible for your product. Any claim without a paid warranty (A or B) will be rejected.
However, if you wish to protect your product against breakage, wear and tear, loss, or theft, you can purchase an extended warranty, which covers the product for the duration of your subscription, by clicking here:
Important : This guarantee must be purchased at the time of your purchase. It will be offered to you during the payment process for your glasses. You can, after a 24-hour reflection period following your purchase, apply it retroactively to your order, to one or more pairs of glasses of your choice. To do so, please contact our team.
All requests for paid warranty coverage, and the making of a claim under the warranty, are subject to validation by Loïs Kedochim. If a request is deemed abusive or does not comply with the conditions, coverage will be refused.
