sunglassesflow

Shipping and Returns

We offer a 14-day return policy for refunds from the date you receive your item(s). To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in its original packaging with all components (see specific sections below).

Refund Processing Time: Please allow at least 14 business days for your refund to be processed and appear in your account. For refunds via PayPal, processing may take at least 14 days, and in some regions due to legal requirements, it may take up to 30 days.

Return Shipping

The customer is responsible for all return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee we will receive your returned item.

Non-Returnable Items

The following items cannot be returned under the standard policy. Exchanges are only available for verified manufacturing defects.

  1. Custom Prescription Lenses: Once your verified prescription (including PD) is sent to the lab, your entire order (frame and lenses) is converted into a “Custom Medical Device.” It is non-returnable and non-exchangeable except in cases of a manufacturing error by us. The customer bears full responsibility for prescription accuracy.
  2. Vintage/Archive Sunglasses: Sold “as-is” with a detailed “Era Archive” documenting its age and period-appropriate traces (e.g., natural oxidation). The sale constitutes a transfer of “period style in its current state” – Final Sale, No Returns.
  3. Factory “Artisan Trace” Collection: Handcrafted items sold at a discount, embracing unique artisan marks. Each includes a handwritten card. Final Sale, No Returns or Exchanges.
  4. Limited Edition / Collaborative / Community-Created Items: These are considered “Digital Collectible Assets.” Orders are locked upon payment and cannot be canceled. Returns are only accepted for significant, verifiable manufacturing defects on unopened items. Purchasing a community-created design signifies agreement with the collective aesthetic; only production flaws are eligible for exchange.
  5. Display/Media Samples: Sold in “Collector’s State” with full documentation of use and micro-photography of all traces. Final Sale.
  6. Items where “Frame Adjustment Service” was accepted: If you accepted our complimentary personalized frame adjustment service, your right to a no-reason return is permanently forfeited. Only exchanges for manufacturing defects remain eligible.
  7. Pre-sale / Waitlist Orders: By participating, you support production capacity locking. Delays do not constitute grounds for cancellation.

Condition-Based Return Eligibility: Absolute Red Lines

1. Optical Lens Integrity – The Ultimate Red Line

Protective Film Status: Any sunglass is considered “Optically Used” and immediately loses all eligibility for no-reason returns if the original factory protective film on the lenses has been:

  • Removed,
  • Scratched, or
  • Shows any wiping marks.
    Such items are only eligible for exchange if a verifiable manufacturing defect is confirmed.

2. “Facial Fit” vs. “Static Indoor Try-On” – Strict Definition

We allow a 7-day “Static Indoor Try-On” period in a clean, soft environment to assess frame fit and weight.

  • Prohibited: Any outdoor wear, driving, or activity causing noticeable deformation of temple arms/nose pads or oil marks.
  • Consequence: Any signs of wear will limit the item to an exchange-only status (subject to other conditions).

3. Luxury Sunglasses – “Full Component Audit”

Returns must include all original components in their original state:

  • Lenses with original factory film intact.
  • Brand-specific microfiber cloth.
  • Authenticity card/certificate.
  • Serial number card (must match frame).
  • Specific case and all original packaging.
    Any missing component or serial number mismatch will trigger a strict audit, potentially resulting in high refurbishment fees or refusal of the return.

4. Smart Sunglasses – “Data Erasure & Module Separation”

Before return, you must:

  • Use the official app to perform a “Complete Data Erasure” and unlink the device.
  • Generate and retain the electronic confirmation certificate.
    The “optical portion” (frame, lenses) follows standard policy. The “smart module” has a separate limited warranty (excludes liquid damage, physical drops).

Customer Acknowledgment & Liability

By purchasing, you acknowledge and agree to the following:

  • Lens Technology Characteristics: You confirm understanding of inherent technical traits (e.g., polarization may cause LCD rainbow effects, photochromic lenses vary with UV/temperature). “Subjective不适应” is not grounds for return.
  • Photochromic Lens “Environmental Variables”: Performance data is based on lab standards. Actual performance varies with UV intensity, temperature, and lens age. We do not guarantee identical results in all scenarios.
  • Virtual Try-On (AR) “Simulation Error”: AR technology cannot precisely simulate real weight, lens color depth, or pressure. You must rely on the precise millimeter measurements provided on our website.
  • “Prescription Data Final Customer Confirmation”: You bear final responsibility for the accuracy of your prescription data, submitted via a mandatory confirmation pop-up. Minor discomfort due to PD variance within industry tolerance (e.g., ±2mm) is standard.
  • Material Science Facts: You accept inherent material properties (e.g., glass is heavy/scratch-resistant, acetate may shrink slightly). This is not grounds for return.
  • Color Perception Variables: Product colors are influenced by your device’s screen and ambient light. Website images are for reference under professional lighting.
  • Professional Sports Sunglasses “Use Case Limitation”: Designed for specific high-intensity sports. Damage from misuse in non-design scenarios is not a defect.
  • Gift/Accessory Bundle “Value Anchor”: If the sunglass was part of a bundle with a gift (e.g., chain, custom case), the unused, unopened gift must be returned or its “anchor retail price” will be deducted from your refund.
  • Seasonal Color “Fashion Cycle Depreciation”: Returns for strongly seasonal items may be subject to a depreciation curve based on time and trend, potentially reducing the refund amount.
  • Third-Party Return Point Convenience: Using partnered drop-off points is a convenience. We are not liable for packages lost or滞留 at third-party locations. Keep your receipt and consider insurance.

Return Process

  1. Contact Us: Initiate a return within 14 days by emailing [email protected] with your order number.
  2. Return Authorization & Instructions: If eligible, we will provide a Return Merchandise Authorization (RMA) number and the return address.
  3. Ship Your Return:
    • Securely pack the item(s) with all components.
    • Include the RMA number inside the package.
    • Ship to the address provided (see below). We do not accept returns sent without an RMA.
  4. Inspection & Refund: Upon receipt, our team will inspect the item(s) against all stated conditions (typically within 5 business days). If approved, your refund will be processed to your original payment method.

Exchanges

Exchanges for the same item (subject to availability) are processed for verified manufacturing defects. Contact us first. You are responsible for shipping costs for exchanges unless the error was ours.

Special Programs

  • Member “Worry-Free Refresh” Privilege: Eligible高级会员 may exchange for frame fit (not refund) once per year even if film is removed, provided lenses are flawless. A lens replacement and refurbishment fee applies.
  • Trade-In Program: We offer an “Eco-Value Assessment” for old sunglasses. Accepted items are disassembled for parts recycling. This is a separate program, not a return.
  • B2B/Corporate Gifts: Requires confirmation of a paid “Final Sample.” Bulk orders are QC’d against this sample; only systemic, visible deviations qualify for batch exchange.

Final Discretion: Understanding Beyond Sight

“Rules are the rulers with which we measure the world of sight. But we understand some circumstances lie beyond their刻度. If you have a genuine, exceptional situation not covered by our policy (e.g., prescription lenses rendered completely unusable due to a rare medical condition), please write to our ‘Beyond Sight’ channel. We promise to listen sincerely to every special request.”

Return Address

Please use the address provided in your RMA instructions. Returns should generally be addressed to:


409 Lai Chi Kok Road, Tsim Sha Tsui, Yau Tsim Mong District, Hong Kong

For any questions regarding returns or shipping, please contact us at:
Email: [email protected]
Phone: 00852-6376035