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Legal Information

Dispute Resolution Policy

How we handle and resolve customer disputes fairly and transparently

2 Days Acknowledgment5 Days Investigation14 Days ResolutionFair Assessment

We're committed to fair and transparent resolution of eyewear order issues, product defects, and customer complaints. Our dispute resolution process ensures every claim is reviewed fairly within 14 days, with options including full refund, replacement, or repair. Contact us first - direct communication resolves disputes faster and more fairly than chargebacks or payment processor disputes.

How to File a Customer Dispute

Email support@elevenspectacles.com within 30 days of purchase or 14 days of discovering the issue.

Include:

  • Order number and purchase date
  • Issue description
  • Supporting photos or evidence
  • Desired resolution
  • Contact information
Acknowledgment
We confirm receipt of your complaint within 2 business days and assign a dedicated representative to handle your case.
Investigation
We assess your claim fairly within 5 business days, reviewing product condition, order details, evidence provided, and applicable consumer rights.
Resolution
We propose a fair resolution (refund, replacement, or repair) within 14 days based on our investigation findings.

Dispute Resolution Options Available

Refund: Full purchase price + standard delivery + prepaid return shipping, processed within 14 days

Replacement: Same style or comparable alternative with free shipping both ways, within 3-5 business days

Repair: For minor defects or damage, we can arrange professional repair at no cost to you

What We Accept

Product defects, non-conformity with description, missing items, damaged delivery, unauthorized charges, shipping delays, or service issues.

We don't accept disputes for:

  • Items clearly worn or heavily used
  • Customer-caused damage (drops, impacts, misuse)
  • Purchases outside our 30-day window
  • Items from unauthorized sellers
  • Normal wear and tear
Not Sure if Your Claim Qualifies?
Contact us anyway. We'd rather help than deny a valid claim. Be honest about the situation, and we'll assess fairly.

Chargebacks & Fraud

Contact us first before filing a chargeback. Why? Direct contact is faster (days vs. weeks), has higher approval rates, and builds trust.

If you file a chargeback without contacting us first:

  • We'll dispute it professionally with documentation
  • Resolution may take 60-90 days instead of 2 weeks
  • We may restrict future purchases
  • Your account may be flagged for review

Fraud (false disputes, stolen items, return fraud, repeated false claims) results in:

  • Account suspension
  • Payment method blacklisting
  • Report to payment processors
  • Legal action where permitted

Escalation & Mediation

Not satisfied with our decision?

  1. Appeal to management: Email with "Dispute Appeal" in subject. We reconsider within 7 business days.
  2. EU Online Dispute Resolution: https://ec.europa.eu/consumers/odr/ (free, independent mediator, typically 90 days)
  3. Your national consumer protection authority: Find yours at https://ec.europa.eu/info/consumer-rights_en

Frequently Asked Questions

Contact Us

Email: support@elevenspectacles.com
Subject: "Dispute - Your Order Number"
Response Time: Within 2 business days
Service Area: EU customers (Germany, France, Spain, Italy, and more)

Related Support Topics

Version: 1.1 | Last Updated: January 12, 2026