Returns and Exchanges Policy

30-Day Returns and Exchanges Guarantee

Our return and exchange policy is valid for 30 days from the date your order is received. 
If more than 30 days have passed, we regret that we will be unable to provide a refund or exchange.

This policy does not apply to products purchased through other channels, including used items (even if brand new). 
If you purchased the item from a third-party seller, please refer to their return policy.

Definitions:

Quality Issues.

Non-Quality Issue Returns – Returns initiated for reasons other than quality issues, including but not limited to: personal preference or dissatisfaction with the user experience.

Easy Returns and Exchanges Process

We want you to be satisfied with the SUTYO products you purchase. 
Here is our return and exchange process:

Initiating a Return

To initiate a return or refund, please contact our support team: support@sutyo-eyewear.com. 
Please provide:

Your order number

Reason for return

Any relevant details or photos/videos showing the condition of the product

Once your return request is approved, we will provide the correct return address and follow-up instructions.

Note: To help us process your return efficiently, we may ask you to provide photos or videos showing the product's condition and any issues you encounter. 
Items that do not meet our return criteria may be partially refunded or refused return.

Return Shipping

If your return is approved, we will send you clear return instructions on how and where to send the package. 
Do not send items back without prior authorization—unauthorized returns may not be accepted.

Return Shipping Costs

Our Error: If the return is due to a quality issue , we will provide a prepaid return label and cover all return shipping costs.

Non-Quality Issue Returns: If you return the item for any other reason, you will be responsible for the return shipping costs.

For non-quality issue returns, you can choose to use a trackable shipping method or request a prepaid label from us, the cost of which will be deducted from your final refund.

Returns for Lost or Damaged Items

If you arrange your return yourself, we recommend using a trackable shipping method. 
SUTYO is not responsible for items lost or damaged during return shipping.

If we provide a prepaid return label, responsibility for the item transfers to us once the carrier scans the package.

Exchanges

If you wish to exchange the product, please contact our support team. 
Exchange shipping costs will be borne by SUTYO—we will provide the original item with a prepaid return label and send you the replacement item free of charge.

Exchange requests must be submitted within the 30-day return period and are subject to product availability.

Customized Products

Customized or personalized products (such as prescription lenses) are for final sale and cannot be returned or exchanged.

Refunds

After receiving your returned item and confirming that it meets our return conditions (in its original condition, including all accessories and packaging), we will process your refund within 3-5 business days.

The refund will be credited to your original payment account. 
Please note:

Refund processing time depends on your payment service provider and may take an additional 3-5 business days after we process your refund.

If your purchase included a set discount or free gifts, and you only returned part of the items, the refund amount will reflect the value of the items you retained. 
Any free gifts must also be returned.

If you have not received your refund within 5 business days of receiving our confirmation email, please contact your bank or credit card company first. 
If the problem persists, please contact us at support@sutyo-eyewear.com.

Order Cancellation

To cancel your order, please log in to your account and submit a cancellation request in your order history. 
If your order has already shipped, please contact us after receiving the goods to arrange a return.

Damaged Products & Other Issues
If your product arrives damaged, or if you encounter issues after the 30-day return window has passed, please contact us at support@sutyo-eyewear.com. We’re still here to help and will work with you to find a solution.
If anything is unclear, or if you have any questions, don’t hesitate to reach out to our customer support team. We’re happy to help.