Return Policy – Visions Eyewear
At Visions Eyewear, we want you to be completely satisfied with your purchase. If for any reason you're not, we offer a 30-day return policy from the date you receive your item.
Shipping Information – Delivery Time & Responsibility
Please note that shipping may take a long time. Once the package has been shipped, we have no control over the delivery process. The further handling is in the hands of the South African postal service and the Home Office. This means that delivery can sometimes take longer than we would like. We appreciate your understanding and patience in this process.
Refund Policy for "Buy 1 Get 1 Free" Offer
With our "Buy 1 Get 1 Free" offer, the following terms apply: when you purchase multiple glasses as part of the offer, you receive free glasses for each pair you pay for. If you wish to request a refund, both glasses (the paid glasses and the free glasses) must be returned to us. This applies to orders of 2, 4, 6, 8 glasses, etc.
For example, if you order 2 glasses and apply the "Buy 1 Get 1 Free" offer, both the paid glasses and the free glasses must be returned in order to receive a refund. It is unfortunately not possible to return only the paid glasses and keep the free ones.
We appreciate your understanding and are available to assist with any questions or further clarification. Please feel free to contact us if you need help with the return process.
Eligibility for Returns
To be eligible for a return, your item must meet the following criteria:
- The item must be in the same condition you received it
- Unworn or unused, with tags still attached
- In its original packaging
- Proof of purchase or receipt is required
Made-to-Order Products
For Made-to-Order products, you have 48 hours from the time of purchase to cancel your order. After 48 hours, your order will be processed and shipped, and returns will only be accepted if the item arrives damaged or defective, or stops working within 30 days of receiving it.
Starting a Return
To initiate a return, simply reach out to us at support@visions-eyewear.com. If your return is accepted, we will send you detailed instructions on how and where to send your item. Please note that items returned without prior authorization will not be accepted.
Damaged or Defective Items
We inspect all orders before shipping, but if your item arrives damaged or defective, or if you receive the wrong item, please contact us immediately at support@visions-eyewear.com so we can resolve the issue.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including:
- Perishable goods (e.g. food, flowers, or plants)
- Custom or personalized items
- Personal care products (e.g. beauty products)
- Hazardous materials, flammable liquids, or gases
We also do not accept returns for sale items or gift cards. Please contact us if you have any questions about the eligibility of an item.
Exchanges
To exchange an item, we recommend returning the original item and placing a new order for the item you'd like. This will be the fastest way to get what you want.
European Union 14-Day Cooling-Off Period
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 daysof receiving it, for any reason and without justification. As with all returns, the item must be in the same condition as you received it—unworn or unused, with tags, and in the original packaging.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, the refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at support@visions-eyewear.com.