Refund and Return Policy
Refund and Return Policy
Thank you for shopping at Sangcoo Glasses. Your satisfaction is our top priority. This policy outlines how we handle returns, refunds, and exchanges for your custom-made eyewear.
Our 30-Day Return Policy
You have 30 days after receiving your order to request a return or exchange. We recommend inspecting your glasses immediately upon receipt.
The Nature of Custom Eyewear
Please understand that eyeglasses are highly customized medical products, made specifically for your unique prescription. Because of this custom nature, we handle returns differently for "Quality Issues" versus "Non-Quality Issues."
1. Returns for Quality Issues & Manufacturing Errors
We will provide a full refund or a free one-time replacement if your glasses have a manufacturing error. Quality issues include:
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Obvious defects in the frame materials or workmanship.
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Lenses not made correctly to the prescription you provided.
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Receiving a style or color that does not match your original order.
If you believe there is a manufacturing error, please contact service@sangcoo.com within 30 days, providing your order number and clear photos of the issue.
2. Returns for Non-Quality Issues
We cannot offer a free return or full refund for non-quality issues. This includes:
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Errors made when entering your prescription.
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Disliking the style or color chosen.
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Frames not fitting as expected.
However, we want you to be happy. If you experience any of these issues, please contact us. We are happy to provide you with a special discount on a new pair of glasses.
How to Initiate a Return
You must contact us first to initiate a return.
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Email us: service@sangcoo.com with your order number and photos (if applicable).
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Call us: +44 7462 319302 (Mon-Fri, 9:00 PM – 6:00 AM EST).
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Authorization: Once accepted, our team will provide you with the specialized return shipping address and instructions.
IMPORTANT: Please do not send your return to the sender's address on your package or our UK registration office. These locations are not equipped to process returns, and your package may be lost.
Return Address
To ensure your return is processed accurately and to provide the most efficient shipping route, all returns are handled by our Global Operations & Return Center in China.
Upon authorization, we will provide you with the specific return instructions for our center located at:
No. 90-1, Industrial Park, Development Zone, Danyang City, Jiangsu Province, 212300, China.
Return Shipping & Conditions
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Return Shipping Cost: You are responsible for paying your own return shipping costs. Return shipping costs are non-refundable, unless the return is due to a confirmed quality issue on our part.
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Restocking Fees: We do not charge any restocking fees on returns.
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Condition: Items must be in original condition (unworn, undamaged) and in original packaging, including all accessories.
Refund Processing
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Request: Email service@sangcoo.com with your order number.
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Authorization: Receive return authorization and the specific warehouse address.
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Ship: Send the package and provide us with the tracking number.
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Refund: Processed within 5-7 days after inspection.
Order Cancellations & Modifications
If you need to modify or cancel your order, please contact service@sangcoo.com immediately.
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If lenses have not entered production, we can process the cancellation.
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If customization has started, you may be responsible for the cost of the lenses.
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Shipped orders cannot be canceled or modified.
Contact Us
For any questions regarding our policy, please reach out:
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Email: service@sangcoo.com
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Phone: +44 7462 319302
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Registered Office (UK): SANGCOO LTD, Suite 3330, 61 Bridge Street, Kington, HR5 3DJ, UK. (No returns accepted at this location)