Refund policy

1. Download the Refund Request Form and fill out the information needed. Our request form is subject to approval.
2. Send the form along with supporting photos (e.g. receipt, pictures of the sunglasses and the faulty parts) to sunglasscultureonline@gmail.com and await an approval email.
3. Once approved, an e-mail will be sent, which will provide the address of the Sunglass Culture store for which the product is to be returned to.
4. Package the returned product/s with the receipt attached or (if online order, just fill out the Invoice number in the Request form). Pack all items with the invoice in a secure package. Items must be in the original packaging with tags. Please ensure that all boxed items are secure as damaged goods will not be accepted or refunded.
5. Once received, the product/s will be inspected to ensure they are of an acceptable quality and with all packaging included. If the product passes inspection, a confirmation e-mail will be sent in order to coordinate the process for an exchanged pair or store credit.

Exchange; either the same or similar product can be selected at the same value.
Store credit; please be advised that all credits are valid for 24 months from the day the confirmation e-mail is received. It will be credited to the name of the original purchaser. Lost credit notes will not be replaced they are to be treated like cash.

Please note: Sunglass Culture has the right to reject product/s that appear to be worn or damaged by the customer. In the circumstance where an item has been specially ordered or when an item is damaged through misuse, neglect or abnormal use, Sunglass Culture is not obligated to provide a refund, exchange or repair.

The refund will not include shipping charges that may or have been incurred when sending the product back to us. All return shipping costs are the responsibility of the customer. For National orders, there is a seven-day grace period from the day of which the product is received to request a refund. Customers are responsible in shouldering any shipping expenses for returning the product back to Sunglass Culture.

The refund request form is subject to approval. Please allow up to 5 business days for an update on the request. In all cases, product/s may need to be sent back to the Returns Department or the supplier to be assessed before a decision can be made regarding the refund. If the product does not show a major failure / defect, it may be eligible to be exchanged. Sunglass Culture reserves the right to refuse a returned product if it appears to be worn or damaged by the customer. Once the product is received it will be assessed to ensure it meets our refunds criteria. Once the assessment is completed and the refunds criteria satisfied, the refund is processed either by store credit or by issuing the refund.

Returns & Exchanges

Ordered sunnies online that didn’t fit or weren’t what you expected? At Sunglass Culture, we prioritise customer satisfaction and aim to make returns and exchanges as simple as possible.

Our return policy is consistent with the Australian Retail Traders Act.

You’re eligible for a one-time exchange if:

• The product doesn’t match the description (e.g., marked as polarised but isn’t).
• The product is faulty or damaged upon delivery.
• The wrong item was sent.

You can exchange in-store or ship the item back. Customers are responsible for all shipping costs for returning and receiving items.

• For Australian orders, the product(s) may only be exchanged within a 30-day grace period starting from the day it was despatched.
• Holiday Policy: Purchases made between 28^th November 2026 and December 24th 2026 will be eligible for exchange until January 14^th or 30 days, whichever is greater with this allowing you more time to return gifts that may not be the right fit.
• For international orders, the product(s) may be exchanged within a 60-day grace period starting from the day it was despatched.

We DO NOT accept returns or exchanges for:

• Sale items.
• Items with signs of wear and tear

What is the return policy for Ray-Ban and Oakley Meta smart glasses?

Ray-Ban and Oakley Meta smart glasses can only be exchanged or issued as a credit note if the box remains unopened and sealed. Once the product box has been opened, no exchanges or credit notes can be provided. Refunds are not available for change of mind purchases.

Procedures for Returns / Exchanges

1. Send an email to sunglasscultureonline@gmail.com with supporting order number or photos (e.g., receipt, pictures of the sunglasses, and the faulty parts) and await an approval email.
2. Once approved, you will receive an email with the address of the Sunglass Culture store where the product should be returned.
3. Package the returned product(s) securely with the receipt attached. If it is an online order, include the invoice number in the email. Ensure all items are in their original packaging with tags intact. Please make sure all boxed items are secure, as damaged goods will not be accepted.
4. Once received, the product(s) will be inspected to ensure they are of acceptable quality. If the product passes inspection, a confirmation email will be sent to coordinate the process for either an exchange or store credit.

Exchange: You may select the same or a similar product of equal value or pay the difference.

Store credit: Please note that all store credits are valid for 36 months from the date of created. 

Important:

• Sunglass Culture reserves the right to reject items that appear worn or damaged by the customer.
• Damage caused by misuse, neglect, or general wear and tear will not qualify for a refund, exchange, or repair.