Refunds and returns

Last updated: 26 October 2026

Cancelling before dispatch

An order can be cancelled at any time before it ships. Most orders are dispatched within 2 working days, so contact theteam@tritanglasses.com with the order number as soon as you can. Once picking and packing have started, the order is handled under the return terms below instead.

Changing your mind

US law does not give a general right to return an online purchase because you changed your mind. We offer one anyway: you have 15 days from delivery to tell us you want to return an item, and a further 14 days after that to send it back.

To be accepted, a change-of-mind return needs the product in its original packaging, complete, handled only as much as was reasonably necessary to inspect it, and the order confirmation or other proof of purchase from this website. We cannot accept returns of items bought from a third-party retailer.

You pay the direct cost of returning the goods to the warehouse the parcel was sent from. We do not charge a cancellation, restocking, service, packing or handling fee on a change-of-mind return.

Faulty, damaged, incomplete or wrong items

Tell us straight away, and in any case within 30 days of receiving the order, if a parcel arrives damaged, an item is missing parts, the wrong product was sent, or the order never arrives. Send the order number and photographs of the item and the packaging. In these cases we arrange the return at our cost and put it right.

This is separate from a change of mind. Goods must match their description and be fit for their ordinary purpose, and nothing on this page limits any right your own state's consumer-protection law gives you.

Refunds

An approved refund is processed within 24 to 48 hours of the returned item reaching us, back through the original payment method. How quickly it then appears depends on your card issuer or PayPal. If you would rather hold the value as credit against a future order, tell us when you start the return.

Dispute resolution

If a complaint is not resolved with us directly, our Complaints Handling Policy sets out how we record and escalate it. You can also raise a consumer complaint with the consumer-protection office of your own state, or with your card issuer or PayPal if the order was paid that way. We are not signed up to a private arbitration scheme.

Starting a return

Email theteam@tritanglasses.com with the order number, the product and the reason. Do not send card details or payment credentials by email.