Returns & Refund

 

We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.

365-Day Warranty

Robert & Sons offers a 365-day warranty (from the day of receiving the products), covering clear defects in material and workmanship. This warranty does not cover damage caused by accidents, negligence, or improper care.

 

90-Day Exchange & Return

Unsatisfactory products can be exchanged, credited or refunded within 90 days of being received. It is not possible to process a request for a credit/refund for non-quality issues for items that have expired during this 90-day window. Each order is eligible for a one-time exchange/return for any reason. Please kindly note that the "exchange order" is not eligible for another exchange/return.

If we make a mistake when processing the order, such as making the wrong prescription, sending the wrong items, etc, we will provide a pre-paid Shipping Label for returning the products and will issue a replacement or a full credit to Robert & Sons Wallet or a full refund.

If you make a mistake in your order accidentally, we are sorry that we will not be responsible for providing the prepaid shipping label and you should return the products yourself.
1. If you want a credit or a refund, the original shipping fee on the order, if any, is non-refundable. The credit/refund (excluding the shipping fee, if there is any) will be processed within 2 days after we receive your returned package.
2. If you want to exchange, we will send you the new item(s) after we receive your returned package. Please notice that the price of the new item(s) should be equivalent to the original item(s) and the price difference will be needed if there is any.

 

Order Modification/Cancellation

If you want to modify/cancel your order, please contact our Robert & Sons Customer Service Team. For changing the shipping address(except the country)/billing address or merging the orders together to ship out, we could help to update before shipment. Otherwise, the modification before the shipment cannot be made directly, you could contact Robert & Sons Customer Service Team to cancel the order and place the order again.

Besides, for any requests for modification/cancellation, if the items have been under the processing stage, please refer to the chart below to check the additional charges as the processing fee.

 

	Before Shipment but Being Processed	After Shipment
Frame Only & Accessories	Free	30% of order amount
Glasses with Prescription/Paid Lenses	10% of order amount	30% of order amount

 

Important Notice

About Return

1. Please do not send your return to the sender's address on your package. This is not the return address and will affect the processing of your return. You should only mail it to the address on the Return Shipping Label we provide or the address got from the Customer Service Department.
2. Please make sure you do not include non-Robert & Sons items by accident in your returned package. We will not be responsible for sending back those items to you.
3. After the return, please contact the Customer Service Department to provide the tracking number for the returned package so that we could proceed with the next step ASAP.

About Robert & Sons Wallet

Robert & Sons Wallet is a virtual wallet linked to your Robert & Sons account where you will be able to store and access your credits if you return items and choose a store credit instead of a refund to the original Credit/Debit Card or mobile money account used to make the purchase.

If you return an item and choose to receive a store credit instead of a refund to the credit/bebit Card or mobile money account originally used to make the purchase, the credit will be in your Robert & Sons Wallet immediately once we process it. In this way, please also notice that you will not be able to redeem the store credit for cash or money to the original payment account.

About Refund

The refund will be issued to the original payment method. Unfortunately, due to transportation delays, your refund may require an additional 1-2 business days to process. Thank you for your patience and understanding. As part of PCI compliance, no refunds will be issued to any card other than the credit/debit card used on the order. If you don't have access to the credit/debit card on the order, then the amount of the refund will be issued as a store credit only to the customer's Robert & Sons Wallet.