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RETURN POLICY


What is your Return Policy?

 

Had a change of heart? Don't fret. We want you to be happy with your purchase and 100% satisfied. We have a no-risk return policy so that you can order frames and, if you’re not satisfied, return them 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. We cover the shipping cost as long as you live within North America.


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 the frames or the complimentary accessories are not in their original merchantable condition, or if the return requests for the frames and the complimentary accessories are made more than fourteen (14) days after the date of delivery. If you return the eyewear for an exchange, please note the exchanged eyewear are a final sale. Note also that original shipping charges paid are excluded from the refund.  

 

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.
  • A refund or replacement will be issued to you following their receipt at our address within seven (7) working business days of that date. 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, excluding delivery 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.