Return and Exchange Policyx2

You will love our optical products and services because we strive to make sure every order is perfect and tailor-made to your specifications. Our goal is for you to be 100% satisfied with your purchase!

However, if you are unhappy for some reason, this is our refunds, returns, and exchanges policy. Here is what you should know for each product and service.

1. Canceling Your Order

Within 2 Hours

If you need to cancel your order for any reason, you may do so within two (2) hours of placing your order, completely free of charge. Please notify us by phone or email immediately.

After 2 Hours but Before Shipment

If notification is not received within two (2) hours of the order being placed, but before shipping, a US $20 cancellation fee (or foreign currency equivalent for customers outside the USA) will be imposed. At this time, work on your order has already started.

After Shipment

After your order has shipped, it can't be canceled, and it is subject to terms and conditions for returns and exchanges outlined below.

 

2. Damaged or Defective Items

All of our frames and branded lenses are guaranteed to be 100% authentic and defect-free.

If the frame or lens you have ordered is delivered defective or damaged in any way, please notify us within (3) days of receiving your order, and we will process an exchange of your item completely free of charge.

 

3. Not the Right Look?

Not the right look? No problem! We understand! 

Glasses can look different online than they do on you. Because we want you to be happy and confident with your purchase, we allow a one-time exchange for any other frame in our online store within five (5) days of you receiving your item. All you’ll have to pay is shipping and handling in the amount of US $17.95 via invoice.

If your new frame costs less than the original purchase, store credit will be provided in lieu of a cash refund. If the item is more expensive, we will invoice you for the difference.

Shipping fees are solely your responsibility as the buyer. We recommend you get tracking because we cannot be responsible for a lost return. See the Shipment and Risk of Loss section of this policy below for more information.

Please be advised that we can only accept items for exchange that arrive back to us in the condition you received them; this includes all product packaging, accessories, and any paperwork provided.

If your order included custom or prescription lenses, it is not always possible to fit them into your new frame. Each lens is specifically cut and shaped by our opticians to fit the frame you selected first. Our optician will advise you if this is not possible and if the lenses have to be re-made to fit your new selection. This will result in an additional charge for new lenses, which we will provide at a discounted rate that varies depending on your prescription and lens choice. 

All exchanges must be shipped within (7) days from the delivery date. Exchanges sent after the (7th) day window will be returned to the sender.

Second, third, fourth, and unlimited other exchanges will be subject to restocking fee rules on the cost of the frame. Repeat exchanges for items containing custom or prescription lenses will be handled in the same manner as described above, on a case-by-case basis.

NOTE: We do not offer pre-paid shipping services for exchanged products. 

4. Custom or Prescription Lenses

If your lenses are delivered to you with damage or are defective in any way due to our manufacturing, we will replace the lens at no additional charge.

If the wrong prescription was provided to us, we will work with you to replace the lenses with your proper prescription at a discounted rate that varies depending on your prescription and lens choice. We strongly recommend that you email or fax the prescription to us if you are unsure about your prescription. Doing so will ensure the correct prescription is provided.

Prescription lenses are exchangeable for 60 calendar days because of RX change, style change, or frame change. US $17.95  shipping and handling apply.

5. Clearance Sale Price Items

No refunds. Clearance sale items may not be returned or exchanged for any reason. All such sales are final. No exceptions.

6. Contacting Us

Please promptly call us (714-794-9052) or email your refund or exchange request to sales@sunglassresort.com. Please include the words “Refund Request & or “Exchange Request” in the subject line of your email.

When you communicate with us by email concerning a request for a refund or exchange, you agree that we can respond to you by email or other electronic means of communication.

7. Where to Ship Returns 

When you contact us about a refund or an exchange, we will send you a return form to complete if your order is eligible. Returns must be shipped at your expense with a completed return form and copy of your purchase receipt to the address listed below:

Sunglass Resort

Attn: Refunds Exchanges Department

21028 Pacific Coast Hwy E130

Huntington Beach, CA 92648

United States

8. Shipment and Risk of Loss

We do not take title to a returned physical product until we receive it. 

When you buy a physical product from our website, the purchase is made per a shipment contract. Whether we ship the product directly to you or you by a third party (e.g., a drop shipper), the risk of loss and title for each product purchased from us passes to you once it has been delivered to the carrier (e.g., U.S. Postal Service, UPS, FedEx, etc.). We are not responsible for items lost during transit.

If your item is eligible for a refund, the refund will not include any original shipping charges. You are solely responsible for the expense of shipping any returns to us.

9. Returns Without Exchange

All returns must be shipped within (7) days from the delivery date. Returns sent after the (7th) day window will be returned to the sender.

All items must be returned in their original condition, including cases, cleaning kits, cloths, and any brand documents that may have come with your order, to ensure your account is credited correctly. Returns without an exchange are subject to twenty (20%) percent restocking fee on orders under US $249.99. Orders priced US $250 or more will be subject to a restocking fee of ten (10%) percent.

Unfortunately, prescription lenses cannot be refunded because each lens is precisely cut and shaped by our opticians to fit the frame and cannot be re-used.

Frames being exchanged for an item on back-order or not available do not qualify for a refund. You can either keep the replacement on back-order or select another available item. You can also request a full-value store credit without expiration that is completely transferable. If you do not want a store credit or exchange and decide to return that original purchase, the restocking fee rule will apply to that purchase without exception.

NOTE: We do not offer pre-paid shipping services for returned products. 

10. Imperfect or Vintage

Products sold as "imperfect" or labeled as "VINTAGE" are non-returnable items. 

11. Custom Order Frames or Lenses and Purchases with Insurance

We are unable to take any returns on any purchases made using insurance. Please call us for further details.

12. Undelivered or Refused Items

Any packages returned as undelivered or refused will be subject to a ten (10%) percent restocking fee, or US $20, whichever is greater. Custom or prescription lenses will not be credited.

13. In Store Purchases

Products purchased in store are eligible for exchange only within (5) days. We do not provide refunds for in-store purchases. All returns receive store credit only. All returns/exchanges must be in new, unworn, and saleable condition, with ALL product packaging. All special orders, lenses, prescription, or sale items are FINAL sale.

If you have any questions regarding exchanges or returns, please contact us by phone at 714-794-9052 or by email at shop@sunglassresort.com