Refund policy

Which products are covered?

The guarantee applies to all eyewear purchased directly from eyesnug.com.

This includes:

• Eyesnug adult sunglasses.
• Snugsee children’s sunglasses.
• Fitovers.
• Prescription-ready frames before they are reglazed or modified.
• Full-price and discounted eyewear.

Supplements, anti-fog products, replacement parts, charms, other accessories and gift cards are not included unless their product page expressly displays the guarantee.

If our products are purchased from another retailer or storefront than they must be returned through that retailer under its own terms.

When does the 100-day period begin?

The 100-day period begins on the date your order is shown as delivered.

You must contact us or submit your claim before the end of the 100th calendar day. The eyewear does not need to arrive back with us by day 100, provided the claim was started within the guarantee period and you follow the return instructions within a reasonable time.

Can I properly try the eyewear?

Yes. The guarantee is intended to give you a genuine opportunity to decide whether the eyewear is right for you.

Normal trial wear is permitted. This includes:

• Wearing the eyewear indoors or outdoors during normal activities.
• Testing the fit, comfort and coverage.
• Cleaning it in accordance with the supplied care instructions.
• Making good-faith minor fit adjustments where our product guidance says this is appropriate.

Please keep the eyewear clean and return all components supplied with it, including any Snug Shield, temple grips or other model-specific parts.

We will not reject a genuine claim merely because the eyewear shows reasonable signs of normal trial use.

How do I make a claim?

Start your claim through our normal returns portal at eyesnug.com/returns or contact support@eyesnug.com within 100 days of delivery.

Please provide:

• Your order number.
• The eyewear you wish to return.
• A brief reason for the return.
• Photographs only where the product is damaged or we reasonably need them to understand the issue.

We will confirm the return instructions and, where applicable, provide a return label. Please do not send an item back without first registering the return.

Are returns free?

Return postage for eligible UK guarantee claims is free.

For international orders, please contact us before returning your eyewear. We will confirm the available return method and whether any return-postage cost applies before you send it.

What will be refunded?

Once the returned eyewear has been received and checked against these terms, we will refund the price actually paid for the eligible eyewear to your original payment method.

Original delivery charges, express-delivery upgrades, prescription-lens charges and other third-party costs are not included unless applicable law requires otherwise.

Approved refunds are normally processed within three business days. Your bank or payment provider may take additional time to display the refund.

Can I exchange my eyewear instead?

Yes. If another Eyesnug model is likely to fit you better, our team can help with model advice or an exchange.

You are not required to accept store credit or an exchange instead of a refund when you have a valid claim under the 100 Day Money Back Guarantee.

What is not covered?

The guarantee does not cover:

• Loss or theft.
• Deliberate damage.
• Damage caused by misuse, neglect or improper storage.
• Unauthorised alteration or repair.
• Damage beyond what would reasonably arise from normal trial wear.
• Products obtained from an unauthorised seller.
• Separately supplied prescription lenses or third-party reglazing services.
• Claims where there is reasonable evidence of fraud or abuse.

Products that arrive faulty, damaged or incorrect are handled separately. Please contact us as soon as possible so we can put the problem right.

What about prescription lenses?

We recommend testing the fit of a prescription-ready frame before sending it to Lensology or another provider for reglazing.

Prescription-ready frames are covered only while they remain unmodified. Once prescription lenses have been fitted or the frame has been altered by a third party, it will no longer qualify for a change-of-mind claim under this guarantee.

Prescription lenses, reglazing charges and other services purchased separately from Lensology or another provider are not covered by Eyesnug’s guarantee. This does not affect any separate rights you may have against the prescription-lens provider.

When did the 100 Day Money Back Guarantee begin?

The guarantee is offered on eligible purchases made on or after 15 August 2026. If you purchased before then, please contact us. Although the guarantee does not apply retrospectively, we will always do our best to put things right.

Fair Use Policy

The guarantee is built around trust and is intended to support genuine customers trying to find suitable eyewear.

We may review or decline claims where there is reasonable evidence of fraud, deliberate damage, repeated or excessive claims, or use that is clearly inconsistent with a genuine product trial.

We will assess claims reasonably and will not treat normal trial wear as abuse.