Refund policy

Effective Date: July 13, 2026

Thank you for shopping with ShadeVerse.store. We are committed to delivering modern, performance-focused eyewear designed to combine visual comfort, everyday functionality, and contemporary style. We understand that purchasing eyewear online requires confidence, and we want every customer to feel supported before, during, and after placing an order. This Return & Refund Policy explains the conditions, procedures, and timelines that apply when requesting a return, replacement, exchange, refund, or order-related resolution.

By placing an order through ShadeVerse.store, you acknowledge that you have reviewed and accepted this policy. Please read the information below carefully before submitting a request. This policy applies only to purchases completed directly through our official website. Products purchased through third-party marketplaces, independent retailers, social media sellers, or unauthorized websites must be returned through the original seller and are not covered by this policy.

1. Thirty-Day Return Period

ShadeVerse.store accepts eligible return requests submitted within 30 calendar days of confirmed delivery. The return period begins on the date the shipping carrier records the package as delivered to the address entered during checkout.

To qualify for consideration, you must contact our customer support team before the 30-day return period expires. Sending a product back without first receiving return instructions may delay processing or result in the package being refused, lost, or sent to an incorrect location.

A return request submitted after the 30-day period may be declined. In limited situations involving exceptional circumstances, we may review a late request at our discretion, but approval is not guaranteed.

2. Return Eligibility Requirements

To be eligible for a return, the product must generally meet the following conditions:

The item must be in substantially the same condition in which it was received.

The eyewear must not show signs of prolonged use, impact damage, scratching, misuse, alteration, or improper cleaning.

The product must include all parts, accessories, cases, cleaning cloths, inserts, protective materials, and promotional items originally included in the package.

The item should be returned in its original product packaging whenever reasonably possible.

Any labels, protective films, tags, or seals included with the item should remain attached unless removal was reasonably necessary to inspect or try on the product.

You must provide valid proof of purchase, such as the order number, confirmation email, receipt, or the email address used at checkout.

You must follow the return instructions issued by our support team.

Trying on eyewear briefly to evaluate fit and appearance will not automatically make the product ineligible. However, items showing extensive wear, cosmetic residue, deep scratches, lens damage, bent frames, missing parts, or other conditions inconsistent with reasonable inspection may not qualify for a full refund.

3. How to Request a Return

To begin a return request, contact us at:

Email: support@ShadeVerse.store
Phone: (416) 697-5841
Business Address: 8635 Boul. Gouin E, Montréal, QC H1E 2P6, Canada

Please include the following information in your message:

Your full name

Your order number

The email address used for the order

The product you wish to return

The reason for the return

Clear photographs or videos when the product is damaged, defective, incorrect, or incomplete

Your preferred resolution, such as refund, replacement, or exchange, when applicable

Our support team will review the request and provide the next steps. Approved returns may need to be sent to a designated return facility. The return destination may differ from our business address, depending on product origin, warehouse location, and order fulfillment arrangements.

Do not mail a return to our business address unless our support team specifically instructs you to do so. ShadeVerse.store is not responsible for items sent to an unauthorized address.

4. Return Authorization

A return is not considered approved until you receive written confirmation and return instructions from ShadeVerse.store. Our instructions may include a return reference number, destination address, packaging requirements, required documentation, and shipping guidance.

Packages returned without authorization may experience significant delays and may not be eligible for reimbursement. Customers are responsible for ensuring that the return package contains the correct product associated with the approved request. Unrelated products, personal items, or merchandise purchased elsewhere will not be returned or compensated.

Return authorization does not guarantee a refund. All returned items may be inspected after arrival to confirm that the eligibility requirements have been met.

5. Change-of-Mind Returns

We may accept returns when a customer changes their mind, orders the wrong style, selects an unsuitable color, or decides that the product does not meet their personal preference, provided the request is submitted within 30 days and the item remains eligible under this policy.

For change-of-mind returns, the customer may be responsible for return shipping costs unless otherwise stated in the return authorization. Original shipping charges, upgraded delivery fees, customs charges, and optional services may be non-refundable.

We encourage customers to review product photographs, measurements, frame descriptions, lens information, color options, and product details carefully before ordering. Product colors may appear slightly different depending on screen settings, lighting, photography, and manufacturing variations. Minor color differences that do not materially affect the item’s function may not be considered defects.

6. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order as soon as it arrives. Contact us promptly if your item is damaged, defective, materially different from the product ordered, or missing essential components.

For these requests, please provide clear photographs of:

The product

The affected area or defect

The shipping package

The shipping label

Any visible damage to the outer packaging

All items received in the package

We may request additional information to verify the issue. Depending on the circumstances, we may offer a replacement, refund, store credit, missing-part shipment, or another appropriate resolution.

Do not discard the product, packaging, label, or accessories before your claim has been reviewed. In some cases, we may require the item to be returned. In other cases, a return may not be necessary.

Damage caused after delivery through accidental impact, improper storage, excessive force, unauthorized repair, unsuitable cleaning products, or normal wear is not considered a manufacturing defect.

7. Eyewear-Specific Conditions

Because ShadeVerse.store sells sunglasses, photochromic glasses, sports eyewear, driving glasses, and other optical accessories, certain product characteristics require special consideration.

Lens coatings, mirrored finishes, and frame surfaces may be damaged by abrasive cloths, chemicals, extreme heat, saltwater, improper storage, or contact with hard objects. Damage resulting from improper care is not eligible for a defective-product refund.

Photochromic lenses may change tint at different speeds or intensities depending on ultraviolet exposure, temperature, weather, windshield filtration, lens material, and environmental conditions. Differences in tint performance under various conditions do not necessarily indicate a defect.

Night-driving and anti-glare eyewear may improve comfort for some users, but individual results vary. These products are not medical devices and should not replace prescription eyewear, professional eye examinations, or safe driving practices.

Customers are responsible for reviewing product dimensions and fit information. A frame that feels too narrow, wide, loose, or tight may be returned under the standard change-of-mind conditions but is not automatically defective.

8. Non-Returnable Items

Certain items may not be eligible for return, including:

Items returned after the applicable return period

Items with significant wear, scratches, stains, cosmetic residue, odor, or accidental damage

Products altered, repaired, customized, engraved, or modified after delivery

Items missing essential parts or accessories

Products damaged through misuse or improper care

Gift cards, promotional credits, or digital products

Items marked final sale, clearance, non-returnable, or personalized before purchase

Free gifts or promotional items returned without the qualifying purchased item

Products involved in suspected fraud, abuse, or policy manipulation

Where required by applicable law, mandatory consumer rights will continue to apply regardless of any exclusions stated in this policy.

9. Exchanges and Replacements

Exchanges may be available depending on stock, product type, destination, and warehouse availability. The fastest method may be to return the original item and place a separate order after the return is approved.

If an exchange is authorized, the replacement may be shipped after the original item is received and inspected. If the replacement product has a different price, you may be required to pay the difference, or we may refund the difference, depending on the situation.

Replacement requests for damaged, defective, or incorrect products are subject to verification. If the requested replacement is unavailable, we may offer another product, store credit, or a refund.

We cannot guarantee that a particular style, color, or variation will remain available while a return is in transit.

10. Return Shipping

Return shipping responsibility depends on the reason for the return and the instructions provided by our support team.

When the return results from a verified error by ShadeVerse.store, such as an incorrect item or confirmed defect, we may provide a prepaid return label or reimburse reasonable approved return shipping costs.

For change-of-mind returns, sizing preferences, style preferences, or orders placed incorrectly by the customer, the customer may be responsible for return shipping costs.

Use a trackable shipping service and retain the shipping receipt. ShadeVerse.store is not responsible for return packages that are lost, misdirected, damaged, refused, or delivered to an unauthorized address.

Customers must package items securely. Damage occurring during return transit due to inadequate packaging may reduce or eliminate the refund.

Do not send returns using cash-on-delivery services unless expressly authorized. Unauthorized postage, brokerage charges, or collection fees may be deducted from the refund or may cause the shipment to be refused.

11. International Returns

International customers may be responsible for return postage, customs paperwork, duties, taxes, brokerage charges, and other cross-border costs unless the return is caused by a verified error on our part.

When completing customs documents, accurately identify the package as returned merchandise when permitted. ShadeVerse.store cannot guarantee the refund of duties, import taxes, or fees originally paid to government authorities or shipping carriers. Requests for reimbursement of those charges may need to be submitted directly to the relevant authority.

International returns may take longer to arrive and process. Customers should retain tracking information until the refund has been completed.

12. Inspection and Refund Approval

After the returned product reaches the authorized facility, it may be inspected to confirm:

The correct item was returned

The item is associated with the stated order

All included parts and accessories are present

The product meets the return eligibility requirements

The reported issue is consistent with the evidence provided

Inspection and processing generally require several business days after delivery. Processing time may increase during holidays, sales periods, unexpected volume, or shipping disruptions.

If the return is approved, we will notify you by email. If the item does not meet the policy requirements, we may deny the refund, issue a partial refund, or provide another resolution where appropriate.

13. Refund Method and Timing

Approved refunds are normally issued to the original payment method used at checkout. We generally cannot send a refund to a different card, bank account, payment profile, or individual.

After we issue the refund, your bank, card issuer, or payment provider may require additional time to post the funds. Processing speed varies by institution and is outside our direct control.

If the original payment method is no longer active, the payment provider may still route the refund according to its procedures. Contact your financial institution for assistance.

Store credit may be offered only when agreed upon or when permitted under the circumstances. Unless otherwise stated, store credit has no cash value and cannot be transferred or redeemed for cash.

14. Partial Refunds and Deductions

A partial refund may be issued when:

The item shows signs of use beyond reasonable inspection

Packaging, accessories, cases, cloths, or components are missing

The item has minor damage not present when originally delivered

The return creates non-recoverable shipping, customs, or handling costs attributable to customer error

A promotional bundle is returned incomplete

A discount depended on purchasing multiple items and only part of the order is returned

Any deduction will be based on the condition of the returned product and the circumstances of the order. We will communicate material deductions whenever reasonably possible.

15. Order Cancellations and Address Changes

Orders are processed quickly. Cancellation or address-change requests are not guaranteed after an order has been submitted.

Contact support immediately if you need to modify or cancel an order. If the order has already entered processing, fulfillment, or shipment, we may be unable to stop it. In that case, you may need to receive the item and follow the standard return process.

Customers are responsible for providing a complete and accurate delivery address. Refunds may not be available for orders delivered to the address entered at checkout, refused by the recipient, left unclaimed, or returned due to an incomplete address. Additional reshipping fees may apply.

16. Packages Marked Delivered but Not Received

If tracking shows delivery but you cannot locate the package, check with household members, neighbours, reception areas, building management, safe-drop locations, and the carrier.

Contact us promptly after completing these checks. We may assist with reviewing available tracking details, but a carrier’s confirmed delivery scan does not automatically qualify an order for a refund.

Claims involving theft, loss after confirmed delivery, or incorrect address information may require direct communication with the carrier or local authorities.

17. Promotions, Bundles, and Gifts

When returning an item purchased as part of a bundle, promotion, multi-buy offer, or gift-with-purchase campaign, the refund may be recalculated based on the items retained.

If a free gift was provided because the order met a minimum purchase requirement, the gift may need to be returned when the qualifying item is returned. If it is not returned, its stated or reasonable value may be deducted from the refund.

Promotional discounts cannot be converted into cash or refunded separately.

18. Chargebacks and Payment Disputes

We encourage customers to contact support before opening a chargeback or payment dispute. Many delivery, product, and billing issues can be resolved more quickly through direct communication.

Submitting a chargeback does not eliminate the obligation to return merchandise when required. We may provide order confirmations, tracking information, delivery records, correspondence, and policy acceptance records to the payment provider when responding to a dispute.

Fraudulent disputes or abuse of the return system may result in future orders being declined.

19. Consumer Rights

Nothing in this policy is intended to exclude or limit rights that cannot legally be excluded under applicable consumer protection laws. Where local mandatory law grants you greater protection than this policy, the mandatory legal protection will apply.

Because consumer rights vary by jurisdiction, customers may wish to consult local consumer protection resources for additional information.

20. Policy Updates

ShadeVerse.store may update this Return & Refund Policy to reflect operational changes, legal requirements, payment-provider rules, product offerings, or customer service improvements.

The version published on our website at the time of your purchase will generally apply to your order unless a later change is required by law. The effective date at the top of this page identifies the latest revision.

21. Contact Us

For questions, return requests, damaged-product claims, or refund inquiries, contact:

ShadeVerse.store
Address: 8635 Boul. Gouin E, Montréal, QC H1E 2P6, Canada
Email: support@ShadeVerse.store
Phone: (416) 697-5841

Please include your order number in all communications so we can assist you efficiently.

This policy is a general e-commerce template and should be reviewed by a qualified legal professional before publication to ensure that it matches your actual operations and all laws applicable to your business.