Returns & Refunds

Returns & Refunds

We want every SUNLUXA customer to love their new sunglasses. This policy explains your rights and our procedures.

1 • UK & EU Customers – 14‑Day Right of Withdrawal

If you reside in the United Kingdom or European Union you may cancel any online purchase within 14 calendar days of receiving it, for any reason. You then have a further 14 days to return the goods.

  • Email support@sunluxa.com within 14 days stating your order number and that you wish to withdraw.
  • Return the goods unused and in resaleable condition, with all tags, cases and protective films intact.
  • You pay return postage for change‑of‑mind withdrawals; we pay if the item is faulty or incorrect.
  • We refund the product price + our original standard shipping within 14 days of receiving the goods back or a valid proof‑of‑return.

2 • Rest‑of‑World Customers – Change‑of‑Mind Returns

For customers outside the UK/EU we do not routinely accept change‑of‑mind returns. At our discretion we may:

  • offer a partial or full refund without requiring the item back; or
  • issue store credit; or
  • authorise a return to our EU consolidation hub (buyer pays postage).

3 • Warranty & Error Returns (Worldwide)

Regardless of location we will repair, replace or refund items that are:

  1. defective, damaged in transit, or significantly not as described;
  2. incorrect (wrong product or variant delivered);
  3. lost in transit (no delivery scan after carrier investigation).

Notify us within 7 days of discovering the issue and include clear photos or video.

4 • How to Request a Return / Refund

  1. Email support@sunluxa.com with:
    – Order number
    – Item(s) concerned
    – Photos/video of any defect or damage
    – Refund or replacement preference
  2. We reply within 24 h (Mon–Fri) with an RMA and the correct EU warehouse address.
  3. Pack securely; write the RMA on the label/paperwork.

5 • Return Shipping Costs

  • Change‑of‑mind (UK/EU): Buyer pays return postage; use a tracked service.
  • Faulty / Incorrect: SUNLUXA supplies a prepaid label or reimburses reasonable costs.
  • No UK return address: Goods sent to any un‑authorised UK address will be refused and returned to sender.

6 • Refund Timeline

Once approved, refunds are processed within 5–10 business days (bank processing may add extra time). For statutory withdrawals we guarantee refund within 14 days of receiving the goods or proof of return.

7 • Non‑Returnable Items (outside statutory rights)

  • Gift cards & store credit vouchers
  • Clearance or “final‑sale” products clearly marked as such
  • Items damaged by misuse or modification
  • Returns sent without an authorised RMA

These exclusions do not affect your statutory cooling‑off rights in the UK/EU.

8 • Model Withdrawal Form (UK/EU only)

To : SUNLUXA — support@sunluxa.com
I hereby withdraw from my contract of sale for:
– Order number : __________
– Item(s) : __________
Date received : __________

Name : __________
Address : __________
Date : __________

Signature (if sent on paper) : __________

9 • Need help?

Email support@sunluxa.com — we reply within 24 hours, Monday to Friday.