Refund policy
Last updated: July 27, 2026
At Sangcoo, we want you to be satisfied with your purchase. Please review the following return, exchange, cancellation, and refund terms before placing your order.
This policy does not affect any statutory consumer rights that may apply under the laws of your country or region.
30-Day Return and Withdrawal Period
Eligible products may be returned or exchanged within 30 days.
The 30-day period begins on the date the last item in your order is delivered. If your order is delivered in multiple parcels or on different dates, the return period begins when the final item from that order has been delivered.
To exercise your right to return an eligible product, you must submit a return request within this 30-day period.
Return requests submitted more than 30 days after delivery of the final item may not be accepted, except where required by applicable law or where the product has a confirmed quality issue.
How to Request a Return, Exchange or Cancellation
You may submit a return, exchange, or cancellation request through your Sangcoo customer account:
After signing in, select the applicable order and submit your request.
You may also contact us by email at:
Please include:
- Your order number;
- The product you wish to return, exchange, or cancel;
- The reason for your request;
- Clear photographs of the product and packaging, where applicable.
After reviewing your request, our customer service team will confirm whether the product is eligible and provide the applicable return instructions and designated return address.
Please do not send any product back before receiving return authorization and return instructions from Sangcoo.
Products sent to an unauthorized address, the company’s registered office, or any address not provided by our customer service team may not be accepted or processed.
Deadline for Sending an Approved Return
After Sangcoo approves your return request and provides return instructions, you must send the product back within 14 calendar days from the date the return instructions are provided.
The return shipment must be handed to the shipping carrier within this 14-day period.
Returns sent after this period may be refused unless an extension has been approved in writing by Sangcoo or acceptance is required by applicable law.
We recommend retaining the return shipping receipt and tracking information until your return and refund have been completed.
Return Eligibility
To be eligible for a return or exchange, the product must:
- Be included in a return request submitted within 30 days after delivery of the final item in the order;
- Be sent back within 14 calendar days after return authorization is provided;
- Be unused, undamaged, and in its original condition;
- Include the original case, accessories, cleaning cloth, packaging, and all included items;
- Show no signs of misuse, accidental damage, alteration, improper handling, or excessive wear;
- Be accompanied by the order number or other proof of purchase;
- Match the product and reason stated in the approved return request.
Products that are made, adjusted, assembled, or prepared according to customer-selected specifications may not be eligible for return or exchange due to a change of mind, personal preference, incorrect prescription information, or customer ordering error.
This restriction does not apply if the product arrives damaged, defective, incorrect, or materially different from the confirmed order details.
Change-of-Mind Returns
Eligible standard, non-customized products may be returned within the 30-day return period if you change your mind, no longer want the product, or are not satisfied with the style or fit.
For change-of-mind returns:
- The customer is responsible for the return shipping cost;
- The original standard outbound shipping charge is not refundable;
- Additional or upgraded shipping charges are not refundable;
- The product must meet all return eligibility requirements;
- The return must be sent within 14 calendar days after return authorization;
- Any replacement product may be subject to a price difference and new shipping charges.
Where applicable law requires the original standard delivery charge to be refunded, Sangcoo will comply with that requirement.
Damaged, Defective or Incorrect Products
If your order arrives damaged, defective, incorrect, or materially different from the confirmed order details, please contact us as soon as possible, preferably within 7 days after delivery.
You may submit the request through:
or email:
Please provide:
- Your order number;
- A clear description of the issue;
- Clear photographs of the product;
- Photographs of the outer packaging if the parcel was damaged during delivery;
- Any other information reasonably requested to review the issue.
If the issue is confirmed, Sangcoo will provide an appropriate solution, which may include:
- A replacement product;
- A remake;
- A partial refund; or
- A full refund.
If a return is required because of a confirmed damaged, defective, or incorrect product, Sangcoo will provide return instructions and cover the reasonable return shipping cost.
Where a full refund is approved because of a confirmed product issue, the original standard outbound shipping charge will also be refunded.
Additional charges for expedited, express, or upgraded shipping may not be refundable unless required by applicable law.
Return Shipping Responsibility
For returns caused by a change of mind, personal preference, incorrect size or style selection, incorrect prescription information supplied by the customer, or another customer ordering error, the customer is responsible for the return shipping cost.
For returns caused by a confirmed damaged, defective, incorrect, or materially non-conforming product, Sangcoo will cover the reasonable return shipping cost or provide another approved return solution.
Customers must follow the return instructions provided by Sangcoo.
We recommend using a trackable shipping service and retaining the shipping receipt. Sangcoo is not responsible for returned packages that are lost, delayed, misdirected, or damaged during return transportation when the return shipping is arranged by the customer.
Please do not send returns using a cash-on-delivery, freight-collect, or postage-due service. These packages may be refused.
Original Shipping Charges
For returns caused by a change of mind, personal preference, incorrect selection, or customer ordering error:
- The original standard outbound shipping charge is not refundable;
- Express, expedited, priority, or upgraded shipping charges are not refundable.
For returns involving a confirmed damaged, defective, incorrect, or materially non-conforming product:
- The original standard outbound shipping charge will be refunded if a full refund is approved;
- Reasonable return shipping costs will be covered by Sangcoo where a return is required.
Shipping charges will also be refunded where reimbursement is required by applicable law.
Return Inspection
Returned products will be inspected after they are received.
Return inspections are normally completed within 3–7 business days after the returned product is delivered to the designated return address.
A refund or exchange may be reduced or refused if the returned product:
- Has been used, worn, altered, damaged, or improperly handled;
- Is missing its original packaging, case, accessories, cleaning cloth, or included items;
- Does not match the approved return request;
- Was sent more than 14 calendar days after return authorization without prior approval;
- Was returned after the applicable return period;
- Was sent without prior authorization;
- Was sent to an unauthorized address;
- Is not eligible for return under this policy.
If the condition of the returned product has reduced its value, Sangcoo may deduct a reasonable amount from the refund where permitted by applicable law.
Refund Processing Time
Once the returned product has been received, inspected, and approved, Sangcoo will complete its refund processing within 7 business days.
The refund will be issued to the original payment method used for the order unless another method is required by applicable law.
After Sangcoo issues the refund, your bank, credit card provider, PayPal, or other payment provider may require additional time to post the funds to your account. Processing times controlled by payment providers are outside Sangcoo’s control.
You will receive a confirmation when the refund has been processed.
Exchanges
All exchanges must be approved by our customer service team before any product is returned.
Exchange requests may be submitted through:
or by emailing:
For exchanges requested because of personal preference, incorrect selection, or customer ordering error, the customer may be responsible for:
- Return shipping costs;
- Shipping costs for the replacement product;
- Any price difference between the original and replacement products.
Where an exchange is approved because of a confirmed damaged, defective, or incorrect product, Sangcoo will provide the applicable replacement and shipping instructions.
Order Changes and Cancellations
Customers may submit an order change or cancellation request through their Sangcoo customer account:
You may also contact us at:
Standard, Non-Customized Products
Standard, non-customized products may be cancelled before the relevant product has been fulfilled or dispatched.
If an eligible cancellation request is received before fulfillment or dispatch, Sangcoo will cancel the applicable product and issue a refund to the original payment method.
Once a product has been fulfilled or dispatched, it can no longer be cancelled. After delivery, the customer may submit an eligible return request in accordance with the 30-day return terms stated in this policy.
Customized or Made-to-Order Products
Products made, adjusted, assembled, or prepared according to customer-selected specifications may only be cancelled before production, customization, lens processing, or assembly has begun.
This includes, where applicable:
- Prescription glasses and prescription lenses;
- Lenses prepared according to customer-provided optical measurements;
- Progressive, bifocal, multifocal, prism, tinted, photochromic, or otherwise customized lenses;
- Frames fitted with customer-selected prescription lenses;
- Products altered, engraved, adjusted, or prepared according to customer instructions.
Once production or customization of such a product has begun, the cancellation request may be refused because the product is being prepared specifically for the customer.
This limitation does not affect the customer’s rights where the product is damaged, defective, incorrect, materially different from the confirmed order details, or where cancellation or another remedy is required by applicable law.
Submitting a cancellation request does not by itself confirm that the order has been cancelled. The cancellation is complete only after the customer receives written confirmation from Sangcoo.
Products Excluded From the Right of Withdrawal
Unless the product arrives damaged, defective, incorrect, materially different from the confirmed order details, or return acceptance is required by applicable law, the following products are not eligible for return, exchange, or cancellation due to a change of mind:
- Prescription glasses made according to customer-provided prescription information;
- Prescription lenses prepared according to selected sphere, cylinder, axis, pupillary distance, or other optical measurements;
- Frames fitted with customer-selected prescription lenses;
- Reading glasses or lenses prepared with a customer-selected non-standard power or configuration;
- Progressive, bifocal, multifocal, prism, or other customized lenses;
- Lenses with customer-selected coatings, tints, photochromic treatments, blue-light treatments, polarization, thickness, index, or other customized options;
- Products engraved, altered, adjusted, assembled, or prepared according to customer instructions;
- Products that have been used, worn, altered, damaged, or improperly handled;
- Products missing original packaging, accessories, or included items;
- Gift cards;
- Products clearly marked as final sale at the time of purchase;
- Products returned without prior authorization;
- Products sent to an unauthorized return address.
These exclusions do not limit your rights where a product is damaged, defective, incorrect, not as described, or where applicable law provides additional consumer protections.
Contact Us
For questions about returns, exchanges, cancellations, replacements, or refunds, please contact:
Sangcoo Customer Service
Email: service@sangcoo.com
Customer account: https://account.sangcoo.com