---
title: "Dispute Resolution Policy"
description: "How we handle and resolve customer disputes fairly and transparently"
canonical_url: "https://elevenspectacles.com/resources/legal/dispute-resolution-policy"
last_updated: "2026-01-07"
---

<div className="flex,flex-wrap,gap-2,mb-6">
<u-badge icon="i-heroicons-clock" label="2 Days Acknowledgment" variant="outline">



</u-badge>

<u-badge icon="i-heroicons-magnifying-glass" label="5 Days Investigation" variant="outline">



</u-badge>

<u-badge icon="i-heroicons-check-circle" label="14 Days Resolution" variant="outline">



</u-badge>

<u-badge icon="i-heroicons-scale" label="Fair Assessment" variant="outline">



</u-badge>
</div>

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](mailto:support@elevenspectacles.com) within 30 days of purchase or 14 days of discovering the issue. This is our internal response window and does not limit your statutory rights. Under EU law, you retain a 2-year legal guarantee against non-conforming goods regardless of when you contact us.

**Include:**

- Order number and purchase date
- Issue description
- Supporting photos or evidence
- Desired resolution
- Contact information

<u-timeline :items="[{"title":"Acknowledgment", "description": "We confirm receipt of your complaint within 2 business days and assign a dedicated representative to handle your case.", "icon": "i-heroicons-envelope"}, {"title": "Investigation", "description": "We assess your claim fairly within 5 business days, reviewing product condition, order details, evidence provided, and applicable consumer rights.", "icon": "i-heroicons-magnifying-glass"}, {"title": "Resolution", "description": "We propose a fair resolution (refund, replacement, or repair) within 14 days based on our investigation findings.", "icon": "i-heroicons-check-circle"}]" color="primary" size="xl">



</u-timeline>

---

## 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

<u-alert color="primary" description="Contact us anyway. We'd rather help than deny a valid claim. Be honest about the situation, and we'll assess fairly." icon="i-heroicons-question-mark-circle" title="Not Sure if Your Claim Qualifies?" variant="outline">



</u-alert>

---

## 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

**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/](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](https://ec.europa.eu/info/consumer-rights_en)

---

## Frequently Asked Questions

<u-accordion :items="[{"label":"Issue discovered after 30 days?","content":"Contact us. We assess fairly based on when it became apparent and whether we are at fault."},{"label":"Do I have to return the item?","content":"For defects, yes - we need to inspect. We provide a prepaid label."},{"label":"Already filed a chargeback?","content":"Contact us immediately. We may still resolve it before the process concludes."},{"label":"Photos not available?","content":"Describe in detail. We may request photos or a video confirmation."},{"label":"How long for refund?","content":"We process within 14 days. Your bank typically shows credit within 3-5 more days."},{"label":"Can I dispute after 2-year warranty expires?","content":"Our warranty is 2 years. You may still have legal rights under your country's laws - contact us to discuss."}]">



</u-accordion>

---

## Contact Us

**Email:** [support@elevenspectacles.com](mailto:support@elevenspectacles.com)<br />

**Subject:** "Dispute - <span>

Your Order Number

</span>

"<br />

**Response Time:** Within 2 business days<br />

**Service Area:** EU customers (Germany, France, Spain, Italy, and more)

---

**Version:** 1.1 | **Last Updated:** January 12, 2026