This policy applies exclusively to purchases made by individual consumers through our website or affiliated sales channels. It sets out the terms for product sales, delivery, and returns.
It does not apply to business customers or enterprise clients, whose rights and obligations are governed solely by their service or supply agreement.
Note: This policy applies only to physical product purchases. Subscription and software services are covered under our Terms of Service and are non-refundable unless otherwise required by law or specified in your service contract.
Sales Policy
Pricing and Payment
All prices are displayed in the currency shown at checkout and include applicable VAT or sales tax where required by law. Prices do not include import duties, customs fees, or local taxes that may apply outside your jurisdiction, unless otherwise stated at checkout.
Import Duties and Taxes
Import duties, taxes, and customs charges may apply when your order reaches its destination. These costs are generally the buyer’s responsibility and are not included in product prices or shipping fees, except where stated at checkout. We cannot estimate these charges, as they vary by country and local regulations. Please contact your local customs authority for guidance before ordering.
Shipping and Delivery
We aim to dispatch all in-stock orders promptly. Estimated delivery times are provided at checkout but may vary due to courier delays, customs clearance, or local delivery conditions.
In some regions, couriers may apply surcharges for remote areas, oversized parcels, or multiple delivery attempts. These surcharges are the buyer’s responsibility and, where applicable, must be paid directly to the courier.
We are not liable for delays or delivery failures caused by customs procedures, courier issues, or events beyond our control. However, we will assist wherever possible in resolving delivery concerns.
Order Confirmation and Fulfilment
You will receive a confirmation email once your order is placed, followed by a dispatch notification once it ships. If an item becomes unavailable or an issue arises with your order, we reserve the right to cancel the transaction and issue a full refund to your original payment method.
Limitations
This Sales Policy applies only to consumer transactions. Business and enterprise purchases are governed by separate contractual agreements.
Prescription Lenses (Custom Orders)
Prescription lenses are manufactured to your specific optical requirements and are treated as a custom product. They are non-refundable once your order has been submitted. Lens orders may be fulfilled and shipped separately from other items in your purchase. Due to the precision manufacturing process, prescription lenses can take up to 16 weeks to be produced and delivered. Production and delivery timelines may vary depending on supplier capacity, local customs, or courier delays.
Cancellation Policy
Orders may not be cancelled once placed. Where an order has not yet shipped, we may, at our sole discretion, agree to cancel the order, subject to a 5% cancellation fee. Orders that have already shipped cannot be cancelled and are subject to the returns policy below.
Returns Policy
General Policy
We offer a 14-day return policy for all customers globally, subject to the conditions below. You must notify us of your intention to return an item within 14 days of receiving it. Once approved, your return must be received by us within 14 days. Items which are received after 14 days will no longer be eligible for return and will be sent back to you.
To qualify for a return, your item must be in the same condition you received it — unused, with tags, in original packaging, and with all accessories and documentation included. Proof of purchase is required.
To start a return, contact us at hello@xrai.glass. Do not send any items without prior approval, as return addresses vary by region and may change over time. Returns sent without authorization will not be processed.
Once approved, we’ll confirm the correct return address and provide shipping instructions.
UK Customers
If you are based in the United Kingdom, you have a statutory right to cancel your order within 14 days of receiving it, as long as the glasses are not activated or used.
– You then have 14 further days to return the goods.
– Returned items must be unused and in resaleable condition.
– Refunds will be processed within 14 days of receiving and inspecting the returned goods.
– Return shipping costs are your responsibility unless the item is faulty or incorrect.
– Payment provider processing fees (e.g., Stripe), including any non-refundable refund-related fees, may be deducted from your refund where permitted by law.
– If the item is not functioning, you agree to a technical support video call to help solve any issues. If issues cannot be solved the item can be sent for inspection by our technicians to determine whether it is faulty.
Please note: some products may ship from outside the UK. Returns may need to be sent internationally at your expense.
Restocking Fees and Legal Compliance
Where permitted by applicable law, a restocking fee may be applied to returned items to cover inspection, handling, and refurbishment costs.
Restocking fees do not apply in jurisdictions where such fees are prohibited, including the United Kingdom and other regions with mandatory consumer return rights. In such cases, your statutory rights will take precedence.
– Where permitted by applicable law, a 20% restocking fee may apply to eligible returns. This fee covers the cost of returning the glasses to the manufacturer for inspection and refurbishment.
– This fee will not be applied in jurisdictions where restocking fees are restricted or prohibited by consumer protection laws.
– No restocking fee will be charged for returns made under your statutory cancellation rights.
– All return shipping costs are the customer’s responsibility.
– If the item is not functioning, you agree to a technical support video call to help solve any issues. If issues cannot be solved the item can be sent for inspection by our technicians to determine whether it is faulty.
Products may be fulfilled from multiple global locations, and in some cases must be returned to a different country. All associated shipping costs remain the customer’s responsibility. In the event that the item is determined to be faulty by our technicians, the return postage and restocking may be waived, subject to circumstances.
Return Address Policy
Return addresses are provided only after your return request is approved. Do not return items without receiving instructions, as this may result in lost or unprocessed returns.
Damaged or Incorrect Items
If your item arrives damaged or incorrect, please contact hello@xrai.glass immediately with clear photos. We’ll review and resolve your issue as quickly as possible.
Non-Returnable Items
The following items are non-returnable and non-refundable:
– Prescription lenses
– Sunglasses inserts
– Setup and support services
– Custom or personalized items
– Items marked as final sale
– Orders purchased using a discount code or promotional offer
– Gift cards
If you’re unsure whether your item qualifies, please contact us before initiating a return.
Exchanges
We do not offer direct exchanges. If you wish to receive a different item, please submit a return request as above and place a new order once your return is approved.
Refunds
Once your return is received and inspected, we’ll notify you whether your refund has been approved or denied.
– If approved, refunds will be issued to your original payment method within 14 business days.
– Original delivery / shipping fees are non-refundable, unless the item is confirmed faulty or incorrect.
– Processing times by your payment provider may vary.
If you have not received your refund after 15 business days, contact hello@xrai.glass for assistance.