Refund Policy – Royal Optics USA

Política de reembolso – Royal Optics UK

Data de entrada em vigor: 17 de junho de 2024

At Royal Optics UK, customer satisfaction is our top priority. We understand that sometimes a product may not meet your expectations, and we are here to help make the process smooth and transparent.

1. Eligibility for Refunds

We offer refunds within 30 days from the date of delivery, provided that:

  • The item is returned in its original, unused condition.

  • All original packaging and accessories are included.

  • Proof of purchase is provided (order confirmation or receipt).

Refunds are issued after the returned item is received and inspected.

2. Items Not Eligible for Refund

Refunds cannot be issued for:

  • Custom-made or prescription lenses.

  • Gift cards.

  • Items returned damaged, used or missing components, unless the product arrived defective.

3. Defective, Damaged, or Incorrect Items

If your item arrives defective, damaged, or incorrect, please contact us within 7 days of delivery at:

📩 support@royaloptics.co.uk

We will replace or refund the item at no cost to you.

To process your case more quickly, photos of the defect may be required.

4. Exchanges (Updated Policy)

We are happy to offer exchanges, even if the item is not defective.

You may exchange your product for:

  • The same model in a different strength,

  • A different model available on our website.

Please contact us at support@royaloptics.co.uk to request an exchange.
We will assist you and provide the return instructions.

5. How to Request a Refund or Exchange

Please email us at support@royaloptics.co.uk with:

  • Your full name

  • Order number

  • Reason for refund or exchange request

  • Photos (if applicable)

We will reply within 1–2 business days with return instructions.

6. Return Shipping Instructions

All returns (refunds or exchanges) must be sent to our logistics centre:

Return Address:
3rd Floor, Building 3
No. 55 Yifeng Road, Xiasha Street
Qiantang District, Hangzhou
Zhejiang Province
China

Company: Hangzhou Sumai Technology Co., Ltd.
Recipient: Li
Phone: +86 175 1621 3419

Important:

  • Return postage costs are the responsibility of the customer, unless the item is defective or incorrect.

  • We strongly recommend using a tracked international service and keeping proof of postage.

  • When filling in customs forms, please state “Returned glasses – no commercial value.”

7. Refund Processing

Once the returned item has been received and inspected, you will be notified of the approval or rejection of your refund.

If approved:

  • Refunds will be issued to your original payment method.

  • Banks typically process refunds in 5–10 business days, depending on the provider.

8. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank or card statement.

  2. Contact your bank or payment provider.

  3. If the issue remains unresolved, contact us at support@royaloptics.co.uk and we will assist you.

9. Summary

  • You may request refunds or exchanges within 30 days.

  • Customer pays for the return shipping (unless defective).

  • We notify customers as soon as the returned item is received and the refund/exchange processed.

  • Exchanges are allowed even if the product is not defective — to ensure customer satisfaction.

Thank you for choosing Royal Optics UK.

We are committed to providing high-quality products and excellent customer support.