Returns, Replacements & Exchanges

If you change your mind about your purchase from sunglasshut.com/au or sunglasshut.com/nz, we offer Free Returns for a refund within 14 days of the delivery date, subject to the terms and exclusions listed below.

Our Free Returns policy lets you return your item with Australia Post, at no additional cost, within 14 days of the delivery date, by mailing your purchase back to our Fulfilment Centre (note: not applicable to Ray Ban Meta AI glasses). Alternatively, you can return your order in store, always for free.

To be eligible for a change of mind return, all you need is your proof of purchase, and to return your product in its original packaging, in ‘as new’ and undamaged condition by following the instructions set out below. A "proof of purchase”, includes a Tax Invoice issued by a Sunglass Hut.

You will be refunded the whole price, except for any shipping fees on your original purchase. Refunds from the online store 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.
We do not accept change of mind returns for purchases of gift cards, Ray-Ban Remix, engraved items, customised items, sale and clearance items; and these items are ‘final sale’ and are not eligible for a refund.

We do not offer exchanges on online purchases in store or by mail. If you return for an exchange, your return will be processed as a refund from the online store if your product meets the criteria above, and you can elect to start a new sale and purchase an alternative product of your choosing.

Please read this policy in addition to the other policies on our websitAe. If your product has a defect or you have a warranty issue, please refer to our Warranty page for more information.

Customised products (Ray-Ban custom lab)
Customised products are ‘final sale’ and are not eligible for a refund. In case of defect or for warranty assistance please contact our Customer Care team here.

To start a return, choose the most appropriate procedure according to the product you originally purchased:

TO RETURN ONLINE PURCHASES VIA MAIL:

Standard sunglasses and accessories

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 tags, documentation, accessories and manuals received with the product - making sure the package is secure and that the contents are not at risk of 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.

TO RETURN ONLINE PURCHASES 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.

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

We are confident that you will love the product you select at the time of purchase. However, if you change your mind, we offer to exchange or issue a store gift card for in store purchases returned within 30 calendar days of the purchase date to a Sunglass Hut store in the same country as purchase, subject to the terms and exclusions below.
To be eligible for a change of mind return, all you need is your proof of purchase, and to return your product in its original sealed packaging, in ‘as new’, unworn and undamaged condition, with the original case and original price tags attached. A "proof of purchase”, includes a Tax Invoice issued by a Sunglass Hut.
Note, your product is only eligible for exchange once under our Change of Mind Policy.
We do not accept change of mind returns or offer store credit or exchanges for purchases of gift cards, Ray-Ban Remix, engraved products, customised products, sale and clearance products. These products are ‘final sale’ and are not eligible for a change of mind return.
If the original purchase was made in a Sunglass Hut Myer store, it can only be returned to a Myer store. Purchases at a Myer are bound by the Myer Returns Policy which can be found on Myer.com. If the original purchase was made in a Sunglass Hut airport store, the purchase can only be returned to the airport store of purchase.
Please read this in addition to our other policies on the website. If your product has a defect or you have a warranty issue, please refer to our Warranty page for more information.

EXCHANGE METHODS FOR PURCHASES MADE IN SUNGLASS HUT CORE STORES

If your item is eligible for a change of mind return, you can exchange the product for an item of your choosing at the time of return, or elect to have the value of the returned product issued to you on a Sunglass Hut gift card, which can be redeemed at any Sunglass Hut core store  or online 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 exchanges where the new product chosen is a lower price point, the remaining balance will be issued as a Sunglass Hut gift card. For purchases tendered via Afterpay, or any other third party payment application, 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, or the relevant third party payment service.
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.
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 Terms and conditions.

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 customers are responsible for collecting their purchase at a later date. This is either in store or if delivery to home is elected, from the delivery service. In the event of a missed delivery, refused delivery or if you are uncontactable to collect your purchase upon arrival, the following applies:

For delivery to home
If delivery is unfulfilled by the delivery service 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 from the delivery attempt or contact to arrange collection, the product will be put back to stock and we will issue a store credit to the equivalent value as a gift card. You will need to return to the store of purchase to collect this gift card.

For delivery 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 contact you,  the product will be put back to stock and we will issue a store credit to the equivalent value as a gift card. You will need to return to the store of purchase to collect this gift card.
*Full Gift Card T&C’s can be found here

*Applicable to online and in store purchases from Sunglass Hut Australia and New Zealand.

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.