RETURN POLICY

What is your Return Policy?

We have a hassle-free return policy so that in most cases you can order frames and, if you’re not satisfied, return them for a refund in their original packaging with their complimentary accessories shipped to you, provided that the return request is sent to us within fourteen (14) days after the date your order is delivered & the item(s) were not purchased with a promotional discount code valued at 15% off or more.

Items purchased with a combined discount of 15% off to 19% off can be returned only for store credit or exchange.

For returns, we cover the shipping cost as long as you live within North America. All returns for refunds are subject to a $12 restocking fee per pair of eyewear which is deducted from the refund. Original shipping charges paid are excluded from the refund also.

Exceptions: Items purchased with a combined discount of 20% off or more are final sale. International orders outside of North America & all eyewear customized with prescription lenses are also a final sale.

We will issue a full refund or replacement of goods in all instances where:

1.            frames or related products are supplied damaged;

2.            the products you have ordered are returned to us as undeliverable by the postal service; and

3.           return requests for undamaged product(s) in their original merchantable condition are made within fourteen (14) days following the delivery of your order.

We are currently unable to accept returns of frames if:

1. the frames or the complimentary accessories are not in their original merchantable condition.
2. the return requests for the frames and the complimentary accessories are made more than fourteen (14) days after the date of delivery
3. Any orders purchased with a combined discount of 20% or more off regular price is a Final Sale and cannot be returned for a cash refund, exchange or store credit.
4. If you return the eyewear for an Exchange, please note the exchanged eyewear are a Final Sale.
5. International orders placed outside of Canada + USA. 
6. Prescription Eyewear that has been customized with prescription lenses.
7. Items purchased with store credit or gift cards.

How do I make a return and when will the refund be made?

• In all instances (except returns related to undeliverables) you should contact our customer services through email at help@kaytran.com to request a return.
• We will supply you with a prepaid return label through email (provided you live within Canada or the USA)
• Print the return label, package the eyewear in a shipping bag or box and drop it off with the specified carrier. *Returned merchandise must be dropped off at the shipping carrier within 7 days after the label is sent to you.
• A refund or replacement will be issued to you following their receipt at our address within seven (7) working business days of that date, less the  restocking fees. Original shipping charges paid are excluded from the refund.
• If goods are returned as undeliverable by the postal service, you will be contacted by email and phone for confirmation of the delivery address. If no reply is received within a reasonable period and in any event within fourteen (14) working business days of the return of the goods, then a refund will be made within seven (7) working business days of that date.

We may refuse to accept future orders from those who have made previous unsubstantiated claims for non-delivery of goods. Refunds will be limited to the maximum value of the original order less the restocking fee, excludes original shipping charges and will only be issued against the same credit or debit card account as supplied to pay for the goods. We reserve the right to proportionately reduce the level of the refund if only some of the original quantity of products is returned, or if it is clear that some of the products have been used or damaged.

Please note that we do not retroactively apply promotion code discounts to previous orders. 

In-Person Orders: Please note that items purchased and ordered in-person during our pop-up events or store activation events are a final sale.