Refund policy
Returns and Refund Policy
We hope you are happy with your Syntra purchase. However, you have the right to change your mind when purchasing online.
Cancelling or returning an order
You may notify us that you wish to cancel your order within 14 days of receiving it, without providing a reason.
After notifying us, you must return the item within a further 14 days.
To begin a return, email info@wearsyntra.com with:
- Your full name
- Your order number
- The item you wish to return
- The reason for the return, where applicable
Providing a reason is helpful but is not required when exercising your legal right to cancel.
Return condition
Returned products must be handled with reasonable care and should be returned with their original packaging, accessories and protective materials where possible.
You may inspect and try on the eyewear in the same way you reasonably could in a physical shop. We may make a reasonable deduction from your refund if the product has been used, damaged or handled beyond what is necessary to inspect it.
Removing protective films or packaging will not automatically remove your legal rights. However, products that show signs of wear, damage, scratches or improper handling may be subject to a deduction in value.
Return postage
Customers are responsible for the cost of returning unwanted items unless the product is faulty, damaged, incorrect or not as described.
We recommend using a tracked postal service, as Syntra cannot issue a refund for a return that is not received.
Refunds
Once the returned item has been received and inspected, we will notify you regarding your refund.
Approved refunds will be issued to the original payment method within 14 days of receiving the returned item or receiving evidence that it has been sent back, whichever occurs first.
We will refund the standard delivery charge originally paid. Any additional amount paid for express or premium delivery is not refundable unless the product was faulty or the order was incorrect.
Your bank or payment provider may take additional time to process the refund.
Faulty, damaged or incorrect items
Please inspect your order when it arrives.
If your item is faulty, damaged, incorrect or not as described, contact info@wearsyntra.com as soon as possible with your order number and clear photographs of the issue.
Where the product is confirmed to be faulty, damaged or incorrect, Syntra will cover reasonable return postage costs and offer an appropriate replacement, repair or refund.
Sale and promotional items
Sale, discounted and promotional products are eligible for return under the same statutory cancellation rights as full-price products unless a specific legal exception applies.
Items marked as final sale may still be returned where they are faulty, damaged, incorrect or not as described.
Exchanges
The quickest way to exchange an item is to return the original product and place a new order once your return has been approved.
Cancelling before dispatch
Contact info@wearsyntra.com as soon as possible if you wish to cancel or change an order.
We cannot guarantee that changes can be made after an order enters the fulfilment process. If the order has already been dispatched, you may return it in accordance with this policy.
Contact
For return and refund enquiries, email: