Dispute Resolution Policy

Refund Window for Physical Goods

• Refund requests must be made within 30 days of delivery.
• Items must be unused, in original packaging, and include proof of purchase.

• Refunds are processed within 5 business days after we receive the returned item.
• Exclusions: Custom-made, perishable, or final-sale items (clearly marked at purchase).

1. How to Raise a Dispute

If you have an issue with your order, please contact us within 30 days of purchase at support@elevenspectacles.com

Include in your message:

• Order number

• Detailed description of the issue

• Supporting evidence (photos, videos, or receipts)

2. Our Resolution Process

1. We’ll acknowledge your dispute within 2 business days.
2. Our team will investigate and propose a solution (refund, replacement, or store credit) within 5 business days.
3. If unresolved, we may escalate to mediation (see below).

3. Chargebacks & Stripe Disputes

Always contact us first — chargebacks incur fees and may result in account penalties.

If you file a Stripe dispute without contacting us, we reserve the right to:

• Submit evidence (order details, communication logs, tracking info) to dispute the claim.

• Restrict future purchases from your account if abuse is suspected.

4. Mediation & Third-Party Options

If we can’t resolve the issue directly, you may escalate to EU Online Dispute Resolution platform

5. Fraud Prevention

False chargebacks will result in:

• Permanent account suspension

• Blacklisting of associated payment methods, emails, and IPs

• Legal action for intentional fraud (per local laws)

• Fraudulent purchases: Canceled orders + banned users.

6. Legal Compliance

This policy is part of our Terms and Conditions.

Stripe’s dispute terms apply Stripe Dispute Guidelines.