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The Dry Eye Shop Return Policy
Return FAQ

Can I return it?
  • YES for night protection products (including all Eye Eco products eg Tranquileyes, Onyix/Quartz, EyeSeals and related). The helpfulness of these products depends on fit and comfort, and we encourage experimentation.
  • YES for dry eye glasses and sunglasses. But please, before purchasing, we highly recommend using our home try on service to figure out which frame style will work for you!
  • NO for everything else* (please see explanation below). Feel you need an exception?  Give us a call!
Can I return it USED? 
  • YES for night protection products. We encourage you to use them repeatedly to determine whether they will be helpful.
  • NO for dry eye glasses/sunglasses. We have a home try-on service to help you ensure a good fit before you purchase and we highly recommend using that service before purchasing. If you purchase new glasses and need to return them, they need to be in unused, resaleable condition if you desire a full refund. Please see below for details of partial credits on used or damaged glasses.
How long do I have? 
30 days from date of purchase. Note for international customers: We are happy to make exceptions due to longer shipping times, but please note that credit card refunds can only be made up to sixty days after purchase.

Do I need an RMA? 
Yes. Please call or email so we can authorize your return and send you a return form with instructions. Please do not send products back to us without warning.

How do I get a return form? 
We will email it to you (or mail it if you don’t do email). Please complete it, print it, and mail it back with the return, or complete it and email it to us. Please make sure you send in your return within two weeks of receiving the form; if you cannot, please contact us to let us know.

Who pays return shipping? 
You do. You can ship via any method you choose. (For lightweight merchandise, we recommend First Class Mail.) You can also request a prepaid UPS return label from us, in which case the cost of return shipping will be deducted from your refund.

How and when will you refund my money? 
  • Refund method: Same as order payment method, i.e. if you paid by credit card, it will be credited back to your card; if by PayPal, you'll be sent a PayPal refund; if by check, you'll be sent a refund check. 
  • 5 business days: We will complete your refund, in-store credit or exchange within 5 business days of when we receive your return. Don’t hesitate to call or email to check on the status. 
  • Routine returns: We will credit 100% of product cost back to your card or, if you paid by PayPal, we will send it that way. Please note that if you took advantage of a free shipping offer, and/or we provided a prepaid return label, these shipping costs will be deducted from your refund.
  • Unauthorized or very late returns: We will issue in store credits for 90% of product cost.
  • Glasses returned used, soiled, damaged (eg scratched lenses) and/or missing case, accessories etc: We will issue in store credit of 50% of product cost.
Will you let me know when it’s done? 
Yes, we will email you within 1 business day of receiving your return and again when we issue your refund, credit or exchange.

Error in your order? Defective product? Warranty claim?
  • We’re so very sorry! Please call right away and let us know so we can take care of it!
  • We will fix it, replace it, or arrange for a manufacturer replacement. Return shipping costs will be covered in full.
* Non refundable products: Other than eyewear and night dry eye protection products, most other products on our site are consumables or commodities and we do not accept them for return unless defective, in which case we will replace them and arrange for return shipping (see below). If your purchase is an experiment, please purchase only what you can afford. We are ALWAYS happy to help you find the product most likely to be helpful or help you find affordable alternative products or strategies, whether sold here or elsewhere! If you’re unsure of what to buy, please call and schedule a consultation with Rebecca. Also, if you're struggling with costs, let us know - we often have excess or donated products that we can share for only the cost of shipping.