Rhonda F.
Terrible Hidden Return Policy Location
The eye masks are good quality, but there is a gap between the heated section of the mask and it doesn’t make contact with my eyes. The heated air is not sufficient to unclog my eye glands and help with dry eyes. When I contacted EYEMOS for a return, they asked for photos of the masks and then said I can ship them at my expense back to AUSTRALIA from Los Angeles, CA! They intentionally left that part off their website under their return policy. By making the return shipping really expensive, I am less likely to return the product. If they have a distribution location in the US, that location should also accept the returns. Unethical business practice! Do NOT buy from this company! There are plenty of quality dry eye masks on Amazon. So aggravating!
Response from EYEMOS®May 29, 2025
Hello Rhonda, Taylor from EYEMOS customer care here. I’m teribly sorry the mask didn’t work out for you — especially if you were hoping for more direct heat contact and found the return process frustrating. We hear this kind of feedback, and we’ve made changes since to avoid the same situation happening again. At the time of your request, we didn’t yet have a return hub in the US, but we now do — and all returns from the US are processed domestically to avoid exactly this kind of inconvenience. Also, as a small gesture, we’re happy to send out a box of our Dry Eye Wipes — no cost, no strings. They’re gentle, effective, and sometimes work better for the kind of discomfort you mentioned. Just reach out and we’ll take care of it. And we really appreciate the honest feedback. —Taylor, EYEMOS® Customer Care