At TrinOptics we are committed to 100% customer satisfaction! We want you to be completely satisfied with your eyewear purchase and strive to make sure every order is perfect. All our frames and sunglasses are guaranteed to be 100% authentic and defect free. If your frames or sunglasses are delivered with any defects or damage we will replace it at no cost to you to ensure 100% satisfaction.
Returns & Exchange Policy
If your frames or sunglasses are delivered damaged or defective in any way, please notify us within 5 business days of receiving your order by completing the Request to Return form. You can also contact our Customer Care team at firstname.lastname@example.org or telephone number (868) 365-0007 indicating the reason for the return of the item and the nature of the damage or defect. You would receive an email with a Return Packaging Label. You must use the Return Packaging Label when returning your product to us for exchange. We only exchange products if they are received defective or damaged during delivery. If after 30 days, you detect a manufacturer defect that is covered by the Manufacturers’ Warranty, return the frames to us and we will exchange it for you. Our Warranty shall not cover defects resulting from:
- Use of the product in a manner that is non-compliant with its intended use and/or the instructions of use and maintenance;
- Modifications, repairs or other unauthorized alterations; or
- External causes such as falls, impact and scratches.
In any case, our Customer Service Department shall contact you as soon as possible.
Need to Cancel an Order?
If for any reason you need to cancel your order, you must do so within 2 hours of placing your order. You must do so by accessing ‘My Orders’ and selecting ‘Cancel Order’. Once your cancel request is accepted, you will receive an email confirming the cancellation of your order and no charges will be applied to your credit card. However, once your order is picked and packed for shipping, your order cannot be cancelled and is subject to the Returns and Exchanges policy.
Packaging your Product for Return
All returns must be unworn, unused and in their original condition with spectacle/sunglasses case, receipt and tags attached. Please pack and seal your box securely, preferably in the original package if possible. You must affix the Return Packaging Label to the front of the box to process your order. Once your product is returned to our Warehouse, it will be examined by our Quality Control Department. As soon as a defect is ascertained, you shall have a right to have the product replaced, if it is available. If a new one is not available, you shall be refunded the price of the same. Trinoptics would be responsible for all replacement shipping and handling charges.