Returns and Exchanges
How to return a product
You have 20 days to return any product, counted from the day it is received, except for the custom product. The package containing the returned product must reach our facilities within this 20-day period.
Before sending the package with the returned product, contact us by emailing firstname.lastname@example.org to request a return process authorisation.
Return shipping costs will be payable by the customer unless there was an error with the delivery. In addition, after sending your return you should inform us by emailing Info@mr-sunglass.com, detailing the tracking number and name of the carrier used for the return.
It is essential that the package containing the returned product indicates the sender on its exterior, and the name of this individual should correspond with the person named on the initial order request.
Any package that does not fulfil the aforementioned requirements will be immediately rejected at our facilities.
To proceed with your return, you should download and print the return file (in PDF) and provide all the information requested. This document should be sent with the returned product.
It is important you duly package the returned product so it does not suffer any damage.
We will proceed to refund the purchase amount once we have received and approved the product within the legal time frame of 15 days after checking:
- The product and its protective plastic bag with product information (if any) are in perfect condition, along with the case, box and any other elements that comprise the packaging.
- The product does not present signs of having been handled or used.
- Regarding contact lenses: the boxes have not been handled or opened.
Otherwise, we reserve the right to offer a partial refund in order to recondition the product, or to return the product to the customer.
In the event of an error on our part, contact us by email@example.com to request that your product be collected and exchanged.
If delivery of the package generates customs fees and taxes, these will be payable by the customer. If the customer does not wish to pay customs taxes, MR Sunglass will not return the amount paid for the order, nor will it take responsibility for the package.
If you have any questions or comments, please contact us by email at firstname.lastname@example.org