Refund policy

Last updated: September 5, 2026

This Policy explains how Danyang Hongmei Optometry Eyeglasses Co., Ltd. (“Sangcoo”, “we”, “us”, or “our”) handles returns, refunds, exchanges, and cancellations for orders placed on sangcoo.com. It does not limit any consumer right that cannot lawfully be excluded.

1. Contact Us Before Returning an Item

To request a return, exchange, cancellation, or quality claim, contact service@sangcoo.com and include the order number, the item concerned, and a brief description of the request. For a damage, defect, wrong item, or prescription issue, please also provide clear photographs where relevant.

Do not send an item back before we approve the request. Returns sent without prior authorization may be refused or delayed.

For an approved return, use the following return address:
Recipient: Danyang Hongmei Optometry Eyeglasses Co., Ltd.
Address: No. 90-1, Huadian Industrial Park, Economic Development Zone, Danyang City, Jiangsu Province, China
Phone: +86 18921586356

2. Non-Prescription, Non-Customised Products

Eligible non-prescription and non-customised products may be returned within 30 days after delivery. To be eligible, the item must be unused, undamaged, in its original condition, and returned with the original case, accessories, and packaging where supplied.

For a change-of-mind return, including a style, fit, or ordering preference, the customer is responsible for the return shipping cost. The original shipping charge is not refundable unless required by applicable law.

3. Prescription and Other Customised Products

Prescription lenses, prescription glasses, frames fitted with customer-selected prescription lenses, and other products made or adjusted to customer-selected specifications are customised products.

Customised products are not eligible for return, exchange, or refund because of a change of mind, style preference, fit preference, or customer-supplied prescription error after production has begun. This limitation does not apply when an item is damaged, defective, incorrect, or materially different from the confirmed order.

Before placing a prescription order, customers are responsible for reviewing the prescription information, pupillary-distance information, lens selections, frame selection, delivery address, and all order details. We may request clarification or a copy of a prescription before processing an order. If information cannot be reasonably verified or fulfilled, we may delay, hold, or cancel the order and notify the customer.

4. Damaged, Defective, Incorrect, or Non-Conforming Items

If an item is damaged, defective, incorrect, or materially different from the confirmed order, contact us within 30 days after delivery. After review, Sangcoo will provide an appropriate solution, which may include a replacement, repair or remake where applicable, or a refund.

For an approved quality-related return, Sangcoo provides the applicable return instructions and covers the reasonable return-shipping cost. Where a full refund is approved because of a verified quality, damage, or incorrect-item issue, the original standard shipping charge is also refunded.

5. Return Timing

After we approve a return and provide instructions, the customer must hand the package to the carrier within 14 calendar days. We recommend using a trackable service and keeping the posting receipt until the return is completed.

6. Refunds

After we receive and inspect an approved return, we will notify the customer of the result. Approved refunds are issued to the original payment method within 7 business days. The customer’s bank, card issuer, PayPal, or other payment provider may require additional time to make the funds available.

Refund amounts are based on the approved request and this Policy. Any non-refundable change-of-mind return shipping charge, upgraded shipping charge, or value reduction caused by use or damage may be deducted where permitted by applicable law.

7. Exchanges

All exchanges require prior approval. A replacement may depend on stock availability, price differences, and the reason for the exchange. For change-of-mind exchanges, the customer may be responsible for return shipping and any shipping charge for the replacement. For approved quality-related exchanges, Sangcoo provides the applicable instructions and solution.

8. Cancellations and Order Changes

For non-customised products, a cancellation or order-change request may be accepted before the order is dispatched. For prescription or other customised products, requests may be accepted only before production or customisation has begun. We cannot guarantee a cancellation or change until we confirm it in writing.

Once an order has been dispatched, it cannot be cancelled. The customer may instead request a return only where the item and request meet this Policy.

9. Contact Us

Legal Business Name: Danyang Hongmei Optometry Eyeglasses Co., Ltd.
Address: No. 90-1, Huadian Industrial Park, Economic Development Zone, Danyang City, Jiangsu Province, China
Email: service@sangcoo.com
Phone: +86 18921586356
Support Hours: Monday–Saturday (9:00 AM – 6:00 PM GMT+8)