Returns, Refund & Warranty Policy
Our return policy lasts 30 days since the delivery. If 30 days have gone by since the delivery, unfortunately we can’t offer you an exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
To complete your return, we require a receipt or proof of purchase.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to:
512 W 64th Avenue,
Vancouver BC, V6P 2K9
There are certain situations where returns and exchanges are not granted:
- Item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
You will be responsible for paying for your own shipping costs for returning your item.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
As a startup brand launching, we work with a very limited budget. This is why we will not be offering refunds, however, we will be offering you a six months warranty where we will send you a new pair of Ondray glasses, should your glasses be found broken unintentionally.
Any refund will not be claimable. In order to avoid mistakes in choosing suitable frame models, we would advise you to take your favorite frame at home, and then take the Ondray frame that is closer in terms of the frame that suits you well, then check out our "Sizing Guide" under the tab in each of our product page.
To process your warranty claim, simply send us an email at firstname.lastname@example.org with the subject “Order#123, Warranty Claim (Frame Model)”. Tell us what went wrong with your glasses, our team will analyze it and we will send you a new pair of Ondray glasses after the validation process.