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Returns, Replacements & Exchanges

Sometimes things just don't work out. And we totally understand. See below information on the returns & exchange options available at Sunglass Hut.

In this Returns Policy, “Sunglass Hut”, “we”, “our”, “us” refers to Luxottica Retail Australia Pty Limited (ACN 000 025 758) for purchases in Australia; and Luxottica Retail New Zealand Limited (CN 636829) for purchases in New Zealand, and our related bodies corporate and ultimate holding company Luxottica Group S.p.A where applicable.  

MAIN TOPICS

  • Instructions for online purchases returns
  • Replace Your Sunglasses*
  • Defective Products*
  • Returns Policy for purchases made in-store at Sunglass Hut

Instructions for online purchases returns

Returning online purchases is super easy and always free. Choose the most appropriate procedure according to the product you originally purchased:

All you need is your proof of purchase, original packaging and in ‘as new’ and undamaged condition. A "proof of purchase”, includes a Tax Invoice issued by a Sunglass Hut.

To return via mail:

Standard sunglasses

(This process is not valid for customised products and Ray-Ban smart glasses)

Our Free Returns policy lets you return your item within 14 days of the delivery date by mailing your purchase back to our Fulfilment Centre at no additional cost. Returning online purchases by mail is super easy and always free.

Here's what to do:

  1. Go to the “Order status” page and enter your details. This will look up your recent orders to then generate a return.
  2. Follow the steps to generate and print the Return Label & Authorisation.
  3. Pack item(s) in the original packaging, including any documentation, accessories and manuals received with the product - making sure the package is secure and that the contents are not at risk being damaged during shipping.
  4. Attach the pre-paid return label on the outside of the package ensuring that any previous address labels are covered. Alternatively, bring a digital copy of your pre-paid return label to your nearest Post Office. They can scan and print your label for you.
  5. Drop your package at any Australia Post store or box.
  6. Track your return at www.auspost.com

Please allow up to 5 business days for our team to process your return once it is received at our Fulfilment Centre.

Customised products (Ray-Ban custom lab)

Customised products are ‘final sale’ only and cannot be returned. In case of warranty assistance please contact our Customer Care team here.

Ray-Ban smart glasses

If you wish to exchange, refund or have a warranty issue, return to a Sunglass Hut store within our network that stocks Ray-Ban smart glasses product. Ray-Ban smart glasses are available with limited distribution, so you must return to a store that stocks the range. This is to ensure you can receive support and to facilitate the return.

To return your Ray-Ban smart glasses please complete the following steps:

  1. Contact our Customer Care team or visit one of our stores that stock Ray-Ban sma, who will assess the status of the glasses and arrange the return for you. Please give us a call at or email us at raybanstories@sunglasshut.com.au 
  2. Import all your captures to your phone or the Facebook View app. 
  3. Factory reset the glasses to remove your personal data and delete your captures.
  4. Turn off the glasses.
  5. Prepare your return in the box that your glasses arrived in. In addition to the glasses please add all of the accessories, including the charging case and cable. If the box is no longer available or in a suitable condition, please ask our Customer Care team for a return kit and we’ll mail you everything you need to complete the return.
  6. Follow the shipping instructions listed on your box.

Return in-store

With more than 200 Sunglass Hut locations in Australia, you can easily find a store near you (in the country that you purchased from), to return or exchange in person within 14 days of the delivery date.

For online orders that are returned to a store, where the store has assessed and accepted your online order return in line with our policy, a refund will be processed back to your original payment method. This can take up to 3 - 5 days to appear in your account and is dependent on your individual bank processing time as well as the payment method used. Refunds will be given by refunding payments onto your original payment method, or if that is not possible, by cheque.

Sunglasshut.com purchases may not be returned to a Sunglass Hut concession inside of Myer or select airport stores. If a purchase was made at www.myer.com.au please refer to www.myer.com.au for return instructions.

Customised products are made to customer specifications and cannot be returned or exchanged for change of mind.  

If your sunglasses are defective within 24 months of purchase just bring them back to the Sunglass Hut store you purchased them from, with the proof of purchase (i.e. store receipt or Tax Invoice/Shipping Confirmation email) and we will replace them or give you a refund. Unfortunately, we don’t offer spare parts or repair services.  

If it is not clear whether the fault is the result of a defect or misuse, it may be necessary for the item to be returned to the manufacturer for assessment to determine whether or not you are entitled to a replacement or refund. Except where the products are defective, you will be responsible for any expenses in returning them to us.

No refunds will be given for purchases of gift cards.

You can refer to our Warranty page for more information.

Exchange your online purchase in-store

If you would like to exchange a product you purchased online within the 14 day returns period, you are able to visit any of our Sunglass Hut stores in Australia to return the original (online) purchase and process a new purchase in store. 

Excludes Sunglass Hut concessions within Myer Australia, and Sunglass Hut stores in other countries.  

Please note that products purchased online and brought back to a store for exchange will be processed as a refund from the online store and then as a new sale in-store, meaning there will be a delay of the refund credit to your account. The refund can take up to 3 - 5 business days to appear in your account, this is dependent on your individual bank processing time as well as the payment method used.

 Exchange your online purchase via mail

We are unable to facilitate exchanges via mail. You will need to request a refund and place a new order.

Replace Your Sunglasses*

*Applicable to online and in store purchases

Sign up to our free ‘In The Loop’ program and if you damage your sunglasses within 1 year you can take the opportunity to replace your sunglasses. We will give you 50% of the price you paid towards an identical pair* 

The Replace your Sunglasses offer excludes all customised, personalised, engraved and prescription frames.    

Your damaged sunglasses must be returned with proof of purchase to any Sunglass Hut retail store in the country of purchase within 12 months from the date of purchase. This offer cannot be used for the purchase of sale items and is not to be used in conjunction with any other offer or discount. You must be a member of 'In The Loop’ and consent to receive marketing to be eligible for this offer. ​   

Only available to be used once per original purchase. If an identical pair is unavailable a substitute pair greater than or equal to the price paid of the original pair will be offered. Damaged sunglasses will be retained by Sunglass Hut upon purchase of the new pair.​ 

Defective Products*

*Applicable to online and in store purchases

If your sunglasses are defective within 24 months of purchase, bring them back to a Sunglass Hut store in the original country of purchase along with proof of purchase, and we will replace them or give you a refund. For Purchases made in store or online, warranty claims can only be made in a Sunglass Hut Store. If the original purchase was made in a Sunglass Hut Myer store, the damaged pair can only be returned in a Sunglass Hut Myer store. 

 Unfortunately, we don't offer repair services or spare parts.  You can refer to our Warranty page for more information.

Returns Policy for purchases made in-store at Sunglass Hut

Change of Mind: (for purchases made in a Sunglass Hut core store)

We are confident that you will love the frames you select at the time of purchase. However, if you find you would prefer a different pair, you have 30 calendar days from the first date of purchase to come in and exchange in store.

Please read this in addition to our other policies on the website. Note, your product is only eligible for exchange once under our Change of Mind Policy.

Our Change of Mind Policy does not apply to the following products: engraved and or customised products, accessories, or special sales items.

For change of mind returns for in-store purchases at Sunglass Hut, you must present to a Sunglass Hut store within 30 calendar days in the country of purchase and we will offer you an exchange for a new product. If the original purchase was made in a Sunglass Hut Myer store or select airport stores, the purchase can only be returned in one of our Sunglass Hut Myer stores or select airport stores.

HOW TO RETURN: Purchases made in a Sunglass Hut core store

To be eligible to exchange your purchase under our 30-Day Change of Mind policy, you will need proof of purchase (Store Receipt or Tax Invoice issued by a Sunglass Hut store) and the product and case must be in the original “as new” condition.

For exchanges where the new product is a lower price point, the remaining balance will be issued as a Sunglass Hut gift card available to be redeemed in any Sunglass Hut core store within the same country for 3 years from the date of issue. Read the full Gift Card Terms and Conditions. Please note Sunglass Hut Gift Cards cannot be redeemed in Sunglass Hut Myer stores or select airport stores.

For purchases tendered via Afterpay, where the exchange for new product is a lower price point the difference of the original price paid will be issued a Sunglass Hut Gift Card and you will be responsible to pay out any outstanding instalments via Afterpay.

For exchanges where the new pair is at a higher price, you will be required to pay the difference with an accepted payment method at the time of exchange.

We cannot accept Change of Mind exchanges on contact lenses, engraved and or customised products. Our Change of Mind policy does not apply if you have broken or damaged the product in any way and is not in an ‘as new’ saleable condition.

HOW TO RETURN: Purchases made in a Sunglass Hut Myer concession store

To be eligible to return your purchase under the Myer 30-Day Change of Mind policy, you are bound by the Myer Returns Policy which can be found on Myer.com

Applicable to Frame-only and Sunglass purchases:

Only in circumstances where your sunglasses or frame-only product is in saleable condition, meaning the product is unused, unworn, in original sealed packaging, with the original case and with the original price tags attached, our team members will assess the item to determine if the product meets the above criteria to be eligible for a refund.

For purchases made with a gift card payment type and then returned under this Policy, a new gift card with will be loaded to the value of the product and issued to you at the time of exchange. Please read the full Gift Card Gift Card Terms and conditions

In-store purchases made via SmartShopper:

Purchases made via SmartShopper are placed as in store purchases and are bound by the same in-store return terms stipulated above.

SmartShopper orders (being for stock that is not available in store on the day) are placed at the time of payment and then consumers are responsible for collecting their purchase at a later date. This is either in store or if delivery to home is elected, from the courier. For returns and exchanges, please return to the store of purchase. In the event where your sunglasses are defective, you may contact Customer Service to assist you. In the event of a missed delivery, refused delivery or if the customer is uncontactable to collect their purchase upon arrival, the following applies:

For Delivery to home

If delivery is unfulfilled by the courier your purchase will be returned to the warehouse or the original store of purchase. The store of purchase will make reasonable attempts to contact you via the contact details provided to arrange an alternative collection. If you do not collect the order or accept the delivery within 8 weeks since we inform you, the product will be put back to stock and we will issue a store credit to the equivalent value as a gift card. This will be emailed to your email address on file.

For Deliver to store

Once a SmartShopper order arrives in store our store staff will make reasonable attempts to notify you via your contact details provided that your purchase is ready for collection. If you do not collect the order within 8 weeks from the date we inform you, the product will be put back to stock and we will issue a store credit to the equivalent value as a gift card. This will be emailed to your email address on file, or alternatively will need to be collected in store.

*Full Gift Card TC’s can be found here

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