CULTURED EYEWEAR

Returns & Exchanges Policy

Last updated: 15 October 2026

At Cultured Eyewear, we want you to feel confident when purchasing from us.

If your sunglasses aren't quite right, you have 14 days from the date of delivery to request an exchange for a different colour or model, subject to the conditions below.

This policy applies to purchases made through the Cultured Eyewear online store and is intended to apply internationally.

Your statutory consumer rights are not affected by this policy. Where the laws of the country in which you purchase or receive your order provide you with rights that are more favourable than those described in this policy, those statutory rights will apply.

1. Our 14-Day Exchange Policy

In addition to any statutory rights you may have, Cultured Eyewear offers a 14-day exchange period.

You may request an exchange within 14 days of receiving your order. Under our voluntary policy we offer exchanges only, for a different colour or a different model. We do not offer refunds for voluntary change-of-mind returns.

For a voluntary change-of-mind exchange, the sunglasses must:

• Be in their original, resalable condition.
• Not show signs of wear or use beyond what is reasonably necessary to inspect the product.
• Have no scratches, marks or damage.
• Include the original sunglasses case.
• Include the original packaging.
• Include the microfibre cloth and any other accessories supplied with the product.
• Be accompanied by proof of purchase.

Once received, returned products will be inspected before an exchange is approved.

We reserve the right to refuse a voluntary change-of-mind exchange where the product has been used, damaged or is no longer in resalable condition, subject always to your statutory consumer rights.

2. Your Legal Consumer Rights

Nothing in this policy limits or excludes any rights you may have under the consumer protection laws applicable to your purchase.

These rights may differ depending on the country in which you are located.

South Africa

For purchases made by consumers in South Africa, applicable rights under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002 apply.

This includes applicable rights relating to online transactions, cooling-off periods and defective goods.

Where statutory rights apply, those rights take precedence over our voluntary 14-day exchange policy.

United Kingdom

For purchases made by consumers in the United Kingdom, applicable UK consumer protection legislation applies, including statutory rights relating to online purchases, cancellation and defective or misdescribed goods.

Where statutory rights apply, those rights take precedence over our voluntary 14-day exchange policy.

European Union / EEA

For purchases made by consumers in the European Union or European Economic Area, applicable consumer protection legislation applies.

For eligible online purchases, consumers generally have a 14-day right of withdrawal without needing to provide a reason.

Consumers also have applicable statutory rights where goods are faulty, defective or do not conform to the contract.

Where statutory rights apply, those rights take precedence over our voluntary 14-day exchange policy.

3. Change-of-Mind Exchanges

Where you are returning an item for exchange under Cultured Eyewear's voluntary 14-day exchange policy, rather than exercising a statutory consumer right, the customer is responsible for the reasonable cost of returning the product.

We recommend using a tracked delivery service.

Cultured Eyewear cannot accept responsibility for products lost or damaged while being returned by the customer.

Where applicable law requires Cultured Eyewear to cover return shipping or other costs, those statutory requirements will apply instead.

4. Faulty or Defective Products

We stand behind the quality of our products.

If your sunglasses are faulty, defective, unsafe, damaged before delivery, or do not conform to the product description or applicable legal requirements, please contact us as soon as possible.

Please provide:

• Your order number;
• A description of the problem; and
• Clear photographs where appropriate.

We will assess the issue and provide the remedy required under the applicable consumer law.

Depending on the circumstances and the applicable law, this may include:

• Repair;
• Replacement;
• Price reduction; or
• Refund.

Where a statutory remedy applies, Cultured Eyewear will not restrict that remedy through this policy.

5. Damage, Misuse & Normal Wear

Cultured Eyewear is not responsible for damage caused by circumstances outside the applicable statutory protections.

Examples may include:

• Accidental damage;
• Scratches caused after delivery;
• Damage caused by misuse or improper handling;
• Damage caused by inappropriate chemicals or substances;
• Unauthorised alterations or modifications;
• Damage resulting from failure to follow applicable care instructions; or
• Normal wear and tear.

This section does not affect any statutory consumer rights that cannot legally be excluded.

6. Incorrect Products

If you receive an item that is different from the product you ordered, please contact us as soon as possible.

Where Cultured Eyewear supplied the incorrect product, we will arrange an appropriate remedy and cover any reasonable return costs that are our responsibility.

Depending on the circumstances, this may include sending the correct product, providing an exchange or issuing a refund.

7. Products Damaged During Delivery

If your order arrives damaged, please contact us as soon as reasonably possible.

Where possible, please provide photographs of:

• The sunglasses;
• The packaging;
• The shipping label; and
• The damage.

We will investigate the issue and provide the appropriate remedy in accordance with applicable consumer law.

8. Refunds

Cultured Eyewear does not offer refunds for voluntary change-of-mind returns. Voluntary returns are exchange only (see Section 1 and Section 10).

Refunds will be issued only where required by applicable law, for example where goods are faulty or defective, where an incorrect product was supplied, or where a statutory cancellation, withdrawal or cooling-off right applies.

Where a refund is due, it will be made using the original payment method unless otherwise agreed with the customer, and within the timeframe required by applicable law.

The time required for the refund to appear in your account may depend on your bank or payment provider.

9. Delivery Charges

For voluntary change-of-mind exchanges under our 14-day policy, delivery charges may be treated according to the terms presented at the time of purchase.

Where a statutory cancellation or withdrawal right applies, any refund of original delivery charges will be handled in accordance with the applicable law of the customer's jurisdiction.

10. Exchanges

Under our voluntary 14-day policy, customers may request an exchange for a different colour of the same model, or for a different Cultured Eyewear model, subject to availability.

If the replacement product has a different price, we will advise you of any applicable price difference before the exchange is processed.

Where applicable consumer law provides a customer with a statutory remedy, that remedy will take precedence over this voluntary exchange policy.

11. Sale & Promotional Items

Sale and promotional products remain subject to all applicable statutory consumer rights.

A discount or sale price does not remove rights that consumers are entitled to by law.

Any additional voluntary exchange restrictions applicable to a particular promotional or clearance product will be clearly communicated before purchase.

12. How to Request an Exchange

To request an exchange, please contact Cultured Eyewear through our Contact Us page or the customer service details provided on our website.

Please include:

• Order number:
• Full name:
• Product:
• Reason for exchange:
• Colour or model requested:

We may request photographs or additional information where necessary to assess a product issue.

Please do not send a product to us without first contacting our customer service team, unless otherwise required by applicable law.

13. Return Address

Return instructions and the appropriate return address will be provided by Cultured Eyewear when your exchange request has been approved.

The return address may differ depending on the country from which the order is being returned.

Please do not send returns to our warehouse or business address unless specifically instructed to do so.

14. Statutory Rights Take Precedence

Nothing in this policy is intended to:

• Exclude or restrict any consumer right that cannot legally be excluded;
• Limit any statutory warranty or guarantee;
• Prevent a consumer from exercising a legal right of cancellation or withdrawal;
• Exclude liability for defective or misdescribed goods where such liability cannot legally be excluded; or
• Prevent a consumer from seeking any remedy available under applicable law.

If any provision of this policy conflicts with a mandatory provision of applicable consumer law, the mandatory legal provision will prevail.

15. Contact Us

For returns, exchanges or product concerns, please contact:

Cultured Eyewear

Email: info@cultured-eyewear.com

Telephone: 011 444 7777

Address: 133 Lachlan road, Glenferness, Midrand, 2191

Legal entity: Sightique optic supplies cc

Company registration number: 94/010104/23

VAT number: 4690143120

Important

This Returns & Exchanges Policy should be read together with our Terms & Conditions, Privacy Policy and Shipping Policy.

Cultured Eyewear reserves the right to update this policy from time to time. Any changes will be published on this page with an updated revision date.

Your statutory consumer rights remain unaffected by any changes to this policy.