Refund policy

Returns & Refunds

This policy applies to frames and custom prescription lenses purchased from SUNSHADOR.

1. Frame Returns

You may request a frame return within 30 days of receiving your order. Once the return is approved, we will refund the frame price. Custom lens charges are non-refundable.

Customers are responsible for return shipping costs, except for returns caused by our production errors or incorrectly supplied items.

2. Frame Exchanges

If you would like a different frame style, color or size, please contact us within 30 days of receiving your order.

You are responsible for return shipping costs. If changing the frame requires new lenses, the new lenses will be charged separately with a 25% discount off the regular lens price, meaning you pay 75%. Custom lens charges from the original order are non-refundable.

3. Orders Made Incorrectly

If you believe your glasses do not match your confirmed order, please contact us within 30 days of receiving them with your order number and a description of the issue. We will review the order and production details and may ask for photos, measurement or test results, or for the glasses to be returned for inspection.

If we confirm a production or fitting error on our part, we will correct or remake the affected item at no charge and cover the related shipping costs.

Free remakes follow the frame style, size, color, prescription and lens specifications confirmed in the original order. They do not include customer-requested frame changes, specification changes or upgrades. If you would like a different frame, Section 2 applies. We remain responsible for correcting any production error in the original order.

4. Incorrect Information Supplied by the Customer

If a remake is needed because you supplied an incorrect prescription or other incorrect parameters, the new custom lenses will be charged separately with a 25% discount off the regular lens price, meaning you pay 75%.

5. Custom Lenses and Order Cancellations

Lenses are custom-made to your prescription and order specifications. Once production has started, custom lenses cannot be returned or refunded because you have changed your mind.

You may cancel for a full refund within 24 hours of placing your order, provided production has not started. Orders enter production after 24 hours. After this period, the custom production portion of the order cannot be canceled or refunded.

This does not affect our frame return and exchange policy or our responsibility for orders made incorrectly.

We do not offer lens replacement for customers' existing frames.

6. Contact and Return Instructions

Please request a return, exchange, cancellation or remake through our Contact Us form or by replying to an email you have received from SUNSHADOR. Include your order number and a description of the issue.

Please contact us before sending anything back so we can provide return instructions and the return address.

7. Your Statutory Rights

Nothing in this policy limits any mandatory consumer rights under applicable law, including rights relating to faulty, damaged or incorrectly supplied goods.