REFUND POLICY

Refund & Returns Policy

This policy explains how refund and return requests are evaluated, how to submit a request, and what conditions apply. Our goal is to be fair and consistent while protecting the integrity of our program, our support time, and our inventory.

If you are unsure about eligibility, email support with your order number and a short summary, and we will tell you what documentation is needed.

1) General Eligibility for Refund Consideration

Refunds are considered only when all eligibility conditions are met.

To be eligible for consideration, you must have a compatible eyelid profile and you must follow the instructions and maintenance guidance correctly and consistently. Ongoing communication is required. You must complete at least two check-ins with an Eyelid Advisor during your first 30 days so we can verify adherence, troubleshoot instability, and confirm that the same target and method are being evaluated across time.

If, after consistent guided use, there is still no visible or measurable progress, a refund request may be considered. “Progress” includes measurable improvements such as increased crease hold time compared to your baseline, improved consistency under real daily conditions, and the ability to pass stability milestones such as nap testing.

Refund eligibility cannot be evaluated without objective comparison against your starting baseline. If a request is based on “no progress,” we may require standardized documentation, including baseline footage from the start of use and updated footage captured in consistent lighting, distance, and angles. We may also request a short routine summary and confirmation of check-ins so we can verify that the protocol was followed consistently.

In some cases, clients may report changes such as heaviness, puffiness, or day-to-day differences in appearance that can fluctuate with sleep, hydration, irritation, stress, and lighting. When this occurs, we may recommend a brief rest period and a standardized baseline re-check before determining whether a concern reflects a true change versus temporary variation. Refund decisions cannot be made fairly while the eyelid is in a transition phase or while variables are being changed frequently.

Refund consideration also requires a reasonable opportunity for guided troubleshooting. If a customer discontinues early, declines required check-ins, or refuses to provide requested documentation, we cannot verify adherence or isolate the cause of instability, and the request may become ineligible.

2) Results Guaranteed Package: Refund Eligibility

The Results Guaranteed package includes personalized analysis, calibration instructions, and ongoing troubleshooting support. This package delivers value through both service work and measurable progress over time.

Refunds are only considered in rare cases where there is no meaningful progress despite reasonable adherence to instructions and adequate guided use. Because this package includes individualized work and reserved advisor time, it is treated as a service-based program as well as a product purchase.

Refunds are not available when measurable progress has been achieved at any point during the program. Measurable progress includes, but is not limited to, extended crease hold time compared to your starting baseline, improved performance under mild adverse conditions such as slightly reduced sleep, and passing stability milestones such as a two-hour nap test.

Refunds are also not available when substantial service has already been delivered. Substantial service includes personalized review, iterative placement calibration, troubleshooting, multiple rounds of feedback, and any additional shipments or replacements provided during the program.

Eligibility decisions for this package are evidence-based. If a request is based on “no results,” we may require standardized footage and documentation to confirm baseline, verify adherence, and confirm that the same target and method were used long enough to evaluate fairly. If a client repeatedly changes variables, repeatedly targets an unstable crease height, or declines to follow calibration guidance, outcomes may not be eligible for refund consideration.

If a client reports concerns such as pulling, puffiness, or sagging, we may require a rest period and standardized baseline comparison footage before any eligibility decision is made. Because perception and day-to-day variation can change significantly with sleep, hydration, irritation, and lighting, refunds cannot be evaluated fairly without consistent comparison evidence.

3) How to Request a Refund

To initiate a refund request, you must email our Customer Support Team. Requests submitted through other channels, including social media messages, comments, WhatsApp, phone calls, or video meetings, cannot be processed.

Please email: yuna@optifold.ca

Your email must include your order number, your full name, and a brief summary of the issue. If your request is based on “no progress,” you must also include the minimum required documentation requested by our team so we can evaluate eligibility fairly.

Return Shipping, Inspection, and Restocking Fee

If a refund request is approved, you will receive a return authorization and a return address. You must provide a valid tracking number within 14 days of approval. Returns must be shipped with a trackable service. Shipping costs are the customer’s responsibility and are not reimbursed.

All returns are subject to inspection. Returned items must be unopened, untampered, and in original condition. Items that are opened, used, damaged, or otherwise not in resalable condition are not eligible for refund.

A 30% restocking fee applies to all approved returns. Any refund issued will be processed only after inspection is completed and eligibility is confirmed.

Situations That Do Not Qualify

Refund requests will not be approved when the product is used briefly and discontinued without completing the guided process, when the request is submitted without providing required documentation, or when the customer declines to participate in the required check-ins and troubleshooting steps.

Refunds will not be approved when outcomes are impacted by repeated deviations from the recommended method, including repeatedly targeting a crease height that is not stable for the individual eyelid, making frequent uncontrolled changes that prevent consistent evaluation, or applying techniques outside our guidance that increase instability.

Refunds will not be approved for opened, used, damaged, or tampered products, or when the return does not meet the return conditions described in this policy.

Policy Integrity

This policy exists to ensure that refund requests are handled consistently, to prevent improper or fraudulent claims, and to allow our team to continue providing high-touch support to serious clients. By purchasing, you agree to the terms in this policy and understand that service-based program value and measurable progress milestones affect refund eligibility.