Return & Refund 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:

• Obvious defects in the frame materials or workmanship.
• The lenses were not made correctly to the prescription you provided.
• You received 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. We will guide you on the next steps.

2. Returns for Non-Quality Issues

We cannot offer a free return or full refund for non-quality issues. This includes:

• You made a mistake when entering your prescription.
• You simply do not like the style or color you chose.
• The frames do not fit as you 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 at service@sangcoo.com to initiate a return.

1. Email us with your order number and a clear description of the reason for your return. Please include photos if it is a quality issue.
2. If your return is accepted, our team will provide you with the specialized return shipping address and instructions.
3. Please do not send your return to the sender's address on your package. This is not our return address and will cause your return to be lost or severely delayed.
4. Any returns sent to us without prior notification will not be accepted.

Return Address:
To ensure your return is processed accurately and to provide you with the most efficient shipping route (based on your location and item type), our return address is not listed publicly. Please contact our support team at service@sangcoo.com to initiate a return. We will provide the specific return instructions and the appropriate warehouse address via email within 24-48 hours.

Return Shipping & Conditions

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.

Restocking Fees: We do not charge any restocking fees on returns.

Condition: To be eligible for a return, your item must be in the original condition you received it (unworn, undamaged) and in its original packaging, including all accessories, cloths, and cases.

Refund Processing

Step 1: Request. Email service@sangcoo.com with your order number.

Step 2: Authorization. Receive a return authorization and the specific warehouse address via email.

Step 3: Ship. Send the package and provide us with the tracking number.

Step 4: Refund. Refund processed within 5-7 days after inspection.

A Note on Adaptation

Wearing new eyeglasses, especially with a new prescription or new progressive lenses, requires an adaptation period. It is common to experience mild dizziness, eye strain, or headaches for the first 3-5 days. We recommend wearing them consistently to help your eyes adjust. If symptoms persist, please contact us for assistance.

Order Cancellations & Modifications

If you need to modify or cancel your order, please contact service@sangcoo.com immediately.

• If your request is made before your custom lenses have begun production, we can process it.
• If lens customization has already started, you may be responsible for the cost of the lenses.
• Once an order has shipped, it cannot be canceled or modified.

Contact Us

For any questions or concerns about your order or our return policy, please do not hesitate to contact us at: service@sangcoo.com