Returns & Exchanges Policy

Last updated: October 11, 2025

1. Scope and Contact

1.1 At Sunglers, your satisfaction is our priority. This policy sets out the conditions for returns, exchanges, and refunds.
1.2 To start a request, contact us at contact@sunglers.com or through the help form on our website.

2. Right of Withdrawal (Change of Mind)

2.1 We offer an extended 30 calendar day withdrawal period from the date of delivery, without the need to provide any reason.
EU law requires at least 14 days; we extend this to 30.

2.2 Return shipping cost for change of mind: unless the product is defective, damaged, or sent in error, the return shipping cost is the responsibility of the customer.

2.3 Original standard shipping: we also refund the cost of the standard shipping paid at the time of purchase, if applicable. Additional services, such as priority shipping, are non-refundable.

2.4 Refund timeframe: we issue refunds within a maximum of 14 days from the date you notify us of your withdrawal. We may withhold the refund until we receive the product or valid proof that it has been returned.

2.5 Condition of the item: the item must be in good condition, with only the handling necessary to check its nature, characteristics, and functionality. The original packaging and accessories are recommended whenever possible, but they are not an absolute requirement.

2.6 How to return an item:

Option A: we provide a return label and deduct its cost from the refund.

Option B: you arrange the return yourself. We will provide the return address and reference details.

Any return label provided by us is valid for 7 calendar days.

3. Exchanges

3.1 You may request an exchange for a different model or color within 30 days. The customer is responsible for any price difference and shipping costs, unless the exchange is due to a fulfillment error by Sunglers.

4. Defective, Damaged, or Incorrect Product

4.1 Manufacturing defect: must be reported within 30 days of delivery, with photos or videos.
4.2 Damaged on arrival / Incorrect item: should ideally be reported within 7 days.
4.3 In these cases, Sunglers covers all logistics costs, either through a prepaid return label or reimbursement of return shipping costs, and offers either a free replacement or a full refund, at the customer’s choice.

5. Inspection and Timeframes

5.1 Once the returned item has been received, we will inspect it within up to 10 business days.
5.2 If the refund is approved, it will be issued to the original payment method. Processing times depend on the payment provider and may take 1–2 billing cycles for card payments.

6. Chargebacks

6.1 If a chargeback is filed and the product has already been delivered, we may request that the item be returned. Products that have not been paid for may not be retained by the customer. Our team is available to resolve any issues before a chargeback becomes necessary.

7. Uncollected Packages / Incorrect Address

7.1 If a package is returned due to an incomplete or incorrect address, or because it was not collected from the delivery point, we may:

Reship the order, with the new shipping cost paid by the customer, or
Issue a refund minus the logistics costs incurred, including orders that originally qualified for free shipping.

8. Exceptions

8.1 Personalized items, where applicable, and gift cards are non-returnable unless defective.
8.2 This policy does not limit your statutory consumer rights within the EU.

9. How to Request a Return or Exchange

9.1 Send an email to contact@sunglers.com including your order number, the reason for the request, and photos or videos if applicable. We will reply with the next steps and, where applicable, the return label.