Terms & Conditions
RETURN
We stand by our product and understand your faith in us is paramount. If, for any reason, you are not completely satisfied with a purchase, you may return all items, except for clearance stock, promotional and Bogo items, within 14 days of receiving your order. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
If your glasses weren’t directly purchased on https://www.realityeyewear.com please refer to the retailer’s returns and exchange policy where you purchased your Reality eyewear.
To begin the return process, please contact us at customercare@realityeyewear.com with your full name and order number. Please note that Shipping and other charges to return items are at the customer’s expense.
You would be eligible for a refund of the item purchased price minus the cost of shipping and other charges. A credit will be issued to the original form of payment.
The standard Shipping fee is deducted from the refund total - if you were eligible for free shipping, the standard shipping rate will still be deducted from the refunded total.
EXAMPLE: - Order Total: $81 and you were eligible for free shipping. Your total refund amount will be $81 - $10(standard shipping rate) = $71
You will receive confirmation by email when your return is completed.
All returns require a Return Authority (RA) number. Please email us at customercare@realityeyewear.com to request a RA (Return Authority) number. Our RA number will be valid for 21 days. If goods are received outside of the RA period, our warehouse reserves the right to not accept the goods.
All stock must be returned in perfect condition unless the goods are damaged in transit. If so, this must be discussed when applying for an RA. Our warehouse cannot accept ‘collect’ consignments unless otherwise negotiated in advance. Insurance for goods shipped back is the responsibility of the customer.
We recommend that you obtain proof of postage or use a recorded delivery service via a courier company, as we are unable to take responsibility for packages lost in the post. We do not bear liability for any product(s) that are damaged in transit during the return process, so please ensure that the packaging and delivery method are secure.
Refunds
- Process of refunding
Once we received and confirmed your returned item, we will notify you of the approval or rejection of your refund. Refunds will be issued in the same form of payment used for your original order.
- What can be refunded/deducted?
The shipping costs are non-refundable once the package has been shipped. When a refund is approved and processed, the shipping cost will be deducted from your refund. If you have any questions on your refund, please don’t hesitate to reach out to us at customercare@realityeyewear.com.
Example: Order Totals $69 (incl $10 standard shipping fee) > your refund total will be $69 - $10 = $59 Total refund.
Order Cancellation Policy
Reality Eyewear is committed to providing exemplary customer service to all our customers. If you wish to cancel your order, please contact us at customercare@realityeyewear.com as soon as possible. Online orders can be shipped within 24 hours of receipt (subject to our security and verification process). Due to our fast turnaround, it is essential that you contact us so we may attempt to cancel your order before it is processed and/or shipped.
Sale Items and Promotional Purchases
All items purchased on sale or as part of a promotion, including BOGO promotions, are non-refundable. Exception to this rule is our introductory discount code which we use from time to time. Anything purchased on this code is refundable subject to the return’s conditions.
BOGO promotions are subject to minimum spends of $59 and are not valid with any other offer. BOGO promotion is only available on full priced purchases. Customer needs to purchase one pair of full priced sunglasses and will receive one pair of free sunglasses of a lesser or equal value to the purchased pair. BOGO is strictly limited to the date range of the Promotion. The promotional discount will automatically be applied at checkout. All promos run on time and date ranges based around AEDT time zone.
Order Verification
You will receive email verifications at each stage of the order process, i.e.
- Receipt of Order
- Order Shipment and tracking number
Your receipt of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Reality Eyewear reserves the right at any time after receipt to accept or decline your order for any reason. All orders placed by credit card are subject to address verification by our credit and fraud avoidance department, and this may delay the processing of your order.
We may also need to contact you to verify details regarding the payment card details and the shipping address. We are not responsible if your order is delayed for any of these or other reasons.
If you have any questions about your order email us at customercare@realityeyewear.com.
Exchange
All shipping charges for returning items and sending any replacements is the responsibility of the customers. Exchanges are not possible for SALE ITEMS however exchanges are possible for Promotional Discount Codes including BOGO items.
Please contact customercare@realityeyewear.com for exchange validation and make sure to follow the instructions.
To start your exchange, we require a receipt or proof of purchase. We recommend that you obtain proof of postage or use a recorded delivery service via a courier company, as we are unable to take responsibility for packages lost in the post. We do not accept liability for any product(s) that are damaged in transit during the return process so please ensure that the packaging and delivery method are secure.
International shipping
All pricing is in USD.
We offer free Express delivery on all orders over $80 Worldwide to standard shipping areas.
If the order is below $80 (USD) the rate is $10.
Your order will be sent using DHL or similar international express courier service. Orders are shipped within 1-3 business days. Most orders are received within a week. Our shipping partners are very reliable however delays of up to 4 weeks may occur as a result of Covid-19. After your order is shipped, a tracking notification will be sent to your email.
Once your order has left our dispatch facility, we no longer hold liability if the shipment is lost or damage in transit. If you provided signature release for your order, our couriers are no longer responsible for the shipment once they deliver to the final destination.
Please note with returned items any shipping fees charged are not reimbursed. If your order was eligible for free shipping the following amounts would be deducted from any refund: $10 (USD).
All shipping promotions are priced based on standard shipping zones. Our shipping agents define the areas they classify as 'standard shipping locations' and 'remote shipping locations'. Therefore, any area located within a 'remote location', will attract a surcharge outside of our control.
List of countries we ship to:
UK, USA, Hong Kong, China, Canada, EU, Japan, South Korea, Thailand, Singapore, UAE.
If you have any questions about shipping to your area, please contact us at customercare@realityeyewear.com
Duties and Taxes: Please note that your government or another entity in your country may impose a charge for custom and/or brokerage fees, duties and taxes on items shipped international. You would be responsible for paying custom fees on the shipment. Duties and taxes are determined by customs in the destination country. As we ship worldwide this means these fees vary depending on destination. Reality is not responsible for knowing the local customs duties and import policies for every country we ship to. We are not responsible for any of these charges.
SURCHARGES
Address correction charges
Please note that when completing online orders, it is your responsibility to provide us with the correct shipping and billing information. If the information you provided is incorrect, please contact us at customercare@realityeyewear.com, to request an amendment to your shipping address. All amendment requests must be made before your order has been dispatched. Please be aware that if your order has been dispatched from our warehouse, a surcharge of $15 will be applied to correct your address with our couriers. If your order is returned due to the incorrect address being provided, and you decided you no longer wish to keep the order, a refund will be issued, minus the standard shipping fee. Please note that if a $15 change of address charge is implemented yet not paid by the customer, no returns or exchanges on the items will be excepted until the $15 redelivery fee is paid.
Remote area delivery
Our standard shipping rates apply to all areas other than those designated as remote by our shippers. We cannot guarantee standard shipping to all areas. If your location is considered a remote area by our freight companies, we will contact you to discuss possible additional shipping costs.
Warranty claims
All customers will automatically receive 1 year warranty from the date of purchase. If your glasses weren’t directly purchased on https://www.realityeyewear.com and it’s still within the first year of your purchase, please return to place of purchase.
1 year warranty covers faulty Workmanship. Our warranty does not cover scratches, accidental damage caused by general use including fading, peeling of frames or the loss of screws due to neglect. Natural wear and tear on sunglasses do not make them eligible for our warranty claims.
Secure Online Purchasing
We understand that protection and safety of information relating to your credit card is extremely important. Therefore, we provide you with a very safe and stress-free online shopping experience. We use the highest strength Secure Sockets Layer (SSL) encryption to transmit your personal and credit card details. This means absolute security and privacy.
All your personal information including credit card number, name, and address is encrypted via Secure Socket Layer at the checkout.
We accept Afterpay, Visa, MasterCard, American Express and PayPal.
If your orders are flagged by PayPal or our Bank as fraudulent purchases, we will contact you for additional ID evidence before we can ship your order.