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Return, replacements & exchanges

See below all the information you need about returns & exchange options available at Sunglass Hut.

MAIN TOPICS

  • Replace Your Sunglasses
  • Return in store
  • Instructions for online purchases returns
  • Exchanges
  • Return a store order

Replace Your Sunglasses

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, personalized, engraved and prescription frames.  
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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:
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 at your request. 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. Customers must present to an Sunglass Hut store in the country of purchase to process all returns, exchanges and any warrenty claims.
Sunglass Hut products are guaranteed for a period of twenty-four months from the date of purchase against all manufacturing defects. This warranty does not cover; scratches on lenses, defects caused by accident, abuse, neglect, shock, improper use, or storage of the product; unauthorised modifications or repairs; normal wear and tear including loss of screws. Please note this warranty are in addition to the other rights and remedies you have under the applicable laws. That is, our goods come with guarantees that cannot be excluded under the Australian consumer law. You are entitled to a replacement (exchange) or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods replaced if the goods fail to be of an acceptable quality and the failure does not amount to a major failure. 

Return for online purchases made at sunglasshut.com

All purchases made online and in store during November 1 – December 24 2022 are eligible for 30-day returns. All other terms and conditions apply.

Sometimes things just don't work out. And we totally understand. Our free Australia Post Shipping allows you to mail your online purchases back to our warehouse at no additional cost within days.

Alternatively, you can return your order in store*, for free. All you need is your proof of purchase and original packaging.
Your sunglasses must be returned in the country of purchase with Proof of Purchase, in ‘as new’ and undamaged condition and with the original packaging. By "proof of purchase”, we mean a store receipt or Tax Invoice/Shipping Confirmation email to a Sunglass Hut retail store within 30 days from the date of purchase.
Our Change of Mind promise does not apply if you have broken or damaged the sunglasses in any way. It cannot be used or combined with any other offer, discount or promotion.

We cannot accept returns for engraved and customised products due to change of mind, except when a product is faulty or defective. In these cases, contact our Customer Care team for further instructions. Customised and engraved purchases cannot be returned in store.

Refunds will be issued in the same form as your original payment method and will appear as a credit on your billing statement according to your card provider. Credits can take up to 5 business days to process to your original payment method.*

For purchases made with a gift card, these products need to be returned by mail, a new gift card with the refund amount loaded will be mailed out to you and you will receive an email notification when we authorize the refund of the item(s).

Please note that for orders purchased with a Sunglass Hut gift card, you’ll need to contact our customer service team to confirm your ship-to-address so they can reissue you the refund in the form of a replacement gift card that will be express posted to you.

Purchases made with gift cards cannot be returned in store. Kindly, contact our customer service team.

*This depends on your individual bank processing time as well as the payment method used.
*Items may not be returned to a Sunglass Hut store inside a Myer and the store must be in the same country of purchase.

Return in store

With more than 150 Sunglass Hut locations in Australia and 20+ across New Zealand, you can find a store near you in the country that you purchased from to return or exchange in person within 30 days. Sunglasshut.com purchases may not be returned to a Sunglass Hut concession inside of Myer. If a purchase was made at www.myer.com.au please refer to www.myer.com.au for return instruction.

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’ll 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.

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, this is dependent on your individual bank processing time as well as the payment method used. Please note orders purchased with a Sunglass Hut gift card can only be returned via mail and you must contact Customer Service.

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

Refunds will be given by refunding payments onto your original payment method, or if that is not possible, by cheque.

No refunds will be given for purchases of gift cards.

Please note that the benefits given to you under our Return Policy are in addition to other rights and remedies you have under the Australian Consumer Law and in New Zealand, the Consumer Guarantees Act 1993. That is, our goods come with guarantees that cannot be excluded under the Australian Consumer Law or the New Zealand Consumer Guarantees Act. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For consumers who are covered by consumer protection laws or regulations in their country of purchase or, if different, their country of residence, the benefits conferred by the Sunglass Hut - Perfect Pair Promise are in addition to all rights and remedies conveyed by such consumer protection laws and regulations. The Sunglass Hut - Perfect Pair Promise does not exclude or otherwise limit any rights or remedies of the consumer conveyed by such consumer protection laws and regulations. For example, you may have additional rights of return and/or repair where the sunglasses have a manufacturing defect.

This warranty is given by Luxottica Retail Australia Pty Ltd for Australian orders and Luxottica Retail New Zealand Limited for New Zealand orders , Level 34-36, 1 Denison Street, North Sydney, NSW, 2060

Phone:

Email:

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

Note: Purchases made through gift cards cannot be returned in store. Please contact our Customer Service team.

For Australian orders - Please give us a call at or email us at

Instructions for online purchases returns

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

1. Standard sunglasses (this process is not valid for customised products and Ray-Ban Stories smart glasses):

Return via mail

Our Free Returns policy lets you mail your purchase back to our Fulfilment Centre at no additional cost within 30 days.

Returning online purchases by mail is super easy and always free. Here's what to do:

a) On the “Order status”page enter your order number and the email address used when placing your order.

b) Follow the guided procedure and print the Return Label & Authorization.

c) Pack item(s) in the original packaging including any documentation, accessories and manuals received with the product - make sure the package is secure and that the contents do not risk being damaged during shipping.

 d) Attach the pre-paid Return Label on the outside of the package covering any previous address label. Alternatively, bring a digital copy of your pre-paid Return Label to your nearest Post Office, who will be able to scan and print your label for you.

e) Drop your package at any Australia Post or New Zealand Post store or box.

f) Track your return for AU at www.auspost.com.au or for NZ at www.nzpost.co.nz

It usually takes 10 to 15 business days to process your return once it's received at our Fulfilment Centre. Remember, your package needs to be postmarked on or before 30 days after your purchase for a refund. Refunds will be issued in the same form as your original payment method. Please note that for orders purchased with a Sunglass Hut gift card, you’ll need to contact our customer service team to confirm your ship-to-address so they can reissue you the refund in the form of a replacement gift card that will be express posted to you.

Please note that store purchases may not be returned by mail and must be returned to a store.

 2. Ray-Ban Stories smart glasses

RETURN VIA MAIL

Returns are rare at Ray-Ban so we’re sorry that something didn’t work out with your glasses. To return your Ray-Ban Stories please complete the following steps:

  1. Contact Customer Care 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 of 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 with 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 Customer Care 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. Or download the instructions here.

RETURN TO A STORE

Ray-Ban Stories is covered by our standard 30 day change of mind policy and comes with a 24-month manufacturing warranty. If you wish to exchange, refund or have a warranty issue, return to a Sunglass Hut store within our network that stocks Ray-Ban Stories product. Ray-Ban Stories 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.

Click here and filter by Smart Glasses, to view a full list of Sunglass Hut stores stocking Ray-Ban stories.

Before returning to a store please make sure:

  1. You bring the original order confirmation email
  2. Import all of 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 with the box that your glasses arrived in. In addition to the glasses please add all of the accessories, including the charging case and cable.

Purchased in-store

If you have purchased from a Sunglass Hut concession within MYER department stores, you will need to return it to the MYER Sunglass Hut concession store of purchase. If you have purchased from a Sunglass Hut store, you must return to a Sunglass Hut freestanding store that ranges Ray-Ban stories. When returning to store for a change of mind or warranty issue, remember to bring the store receipt or tax invoice/shipping confirmation email.

Purchased online 

For online and click and collect orders that are being 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, this is dependent on your individual bank processing time as well as the payment method used. Please note online or click and collect orders purchased with a Sunglass Hut gift card can only be returned via mail to our distribution centre, our customer care team will then arrange a replacement Sunglass Hut gift card. In the instance that an online or click and collect order was paid for with a Sunglass Hut gift card and returned in-store, please contact our customer care team for a replacement gift card to be issued. Refunds will be issued as per your original payment method, or if that is not possible, by cheque.

Disclaimers

Please note that the benefits given to you under our Return Policy are in addition to other rights and remedies you have under the Australian Consumer Law and in New Zealand, the Consumer Guarantees Act 1993. That is, our goods come with guarantees that cannot be excluded under the Australian Consumer Law or the New Zealand Consumer Guarantees Act. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 For consumers who are covered by consumer protection laws or regulations in their country of purchase or, if different, their country of residence, the benefits conferred by the Sunglass Hut - Perfect Pair Promise are in addition to all rights and remedies conveyed by such consumer protection laws and regulations. The Sunglass Hut - Perfect Pair Promise does not exclude or otherwise limit any rights or remedies of the consumer conveyed by such consumer protection laws and regulations. For example, you may have additional rights of return and/or repair where the sunglasses have a manufacturing defect.

This warranty is given by Luxottica Retail Australia Pty Ltd for Australian orders and Luxottica Retail New Zealand Limited for New Zealand orders, Level 34-36, 1 Denison Street, North Sydney, NSW, 2060

Phone:

Email:

3. Customised products (Ray-Ban custom lab)

Customised products are ‘final sale’ only and cannot be returned. In case of warranty assistance (product is faulty or defective) request you can initiate a return procedure with our customer service team:

For Australian orders, give us a call at or email us at .

Disclaimers

Please note that the benefits given to you under our Return Policy are in addition to other rights and remedies you have under the Australian Consumer Law and in New Zealand, the Consumer Guarantees Act 1993. That is, our goods come with guarantees that cannot be excluded under the Australian Consumer Law or the New Zealand Consumer Guarantees Act. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure 

For consumers who are covered by consumer protection laws or regulations in their country of purchase or, if different, their country of residence, the benefits conferred by the Sunglass Hut - Perfect Pair Promise are in addition to all rights and remedies conveyed by such consumer protection laws and regulations. The Sunglass Hut - Perfect Pair Promise does not exclude or otherwise limit any rights or remedies of the consumer conveyed by such consumer protection laws and regulations. For example, you may have additional rights of return and/or repair where the sunglasses have a manufacturing defect.

This warranty is given by Luxottica Retail Australia Pty Ltd for Australian orders and Luxottica Retail New Zealand Limited for New Zealand orders, Level 34-36, 1 Denison Street, North Sydney, NSW, 2060

Phone:

Email:

Exchanges

Exchanges in-store – If you would like to exchange a product you purchased online within the 30 day returns period, you are able to visit any of our Sunglass Hut stores in Australia and New Zealand 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 via mail – We are unable to facilitate exchanges via mail. You will need to request a refund and place a new order.

Disclaimers

Please note that the benefits given to you under our Return Policy are in addition to other rights and remedies you have under the Australian Consumer Law and in New Zealand, the Consumer Guarantees Act 1993. That is, our goods come with guarantees that cannot be excluded under the Australian Consumer Law or the New Zealand Consumer Guarantees Act. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For consumers who are covered by consumer protection laws or regulations in their country of purchase or, if different, their country of residence, the benefits conferred by the Sunglass Hut - Perfect Pair Promise are in addition to all rights and remedies conveyed by such consumer protection laws and regulations. The Sunglass Hut - Perfect Pair Promise does not exclude or otherwise limit any rights or remedies of the consumer conveyed by such consumer protection laws and regulations. For example, you may have additional rights of return and/or repair where the sunglasses have a manufacturing defect.

This warranty is given by Luxottica Retail Australia Pty Ltd for Australian orders and Luxottica Retail New Zealand Limited for New Zealand orders, Level 34-36, 1 Denison Street, North Sydney, NSW, 2060

Phone:

Email:

Return a store order

For purchases made at one of our Sunglass Hut stores or at a store that has a Sunglass Hut counter, please visit the store for return options.

If you purchased from a Sunglass Hut within an airport, you would need to contact the specific store in the airport for return options.

In-store purchases made via SmartShopper: (In-store specific) 

Purchases made via SmartShopper are placed as in store purchases and are bound by the same 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: (ecom to link to SGH gift card T&Cs)  

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