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This policy applies to customers of Ray-Ban.com/australia. In case you bought your Ray-Ban product in store and you need assistance please contact the store where you bought your product.
When shopping at Ray-Ban you can always change your mind. You can decide to return any product purchased on ray-ban.com within 45 days of receipt of shipment, you will be only responsible for paying for the cost of shipping back the product.
However, if you have placed your order between the 4th of November and the 31st of December 2019, you have 100 days to return your purchase as Holidays special policy.
A. RA# provided for return by Ray-Ban.com/australia online service:
- Access to your Order History page. You can find it within the “My orders” section of the My Account menu. If you do not have an account because you purchased as a guest, you will be required to enter your order number and the email address used to place the order.
- Select the order you want to return and use the “Create Return” link available in the order page.
- Select from the drop down close to each item of the order (in case your order is about multiple items) the reason for return. You will be immediately informed if the reason selected will execute a refund or a replacement.
- In case you want a replacement, you will be offered with the option to change the delivery address.
- Confirm your return and get the Return Authorisation number together with the details of the shipping address where to return your product.
B. RA# provided for return by Customer Care Department: Call us at 1 800 830 547
Adhere to the follow return guidelines. (Noncompliance to the below guidelines will attract service fees.)
- Product has no scratches, scuffs or damage of any kind – if damage is found during inspection, re-charge fees will be applied via Debit memo.
- All original packaging, cases (hard case and soft case), warranty card, registration card, swing tags and barcodes are to be provided with product returned.
- For product received with a hard case, the hard case is also returned and has no scratches, scuffs or damage of any kind.
- Packaging should have no permanent marker, stickers or other damage.
- In case of wrong or damaged/defective products at delivery, please clarify at return request. A picture may be requested before providing the RA#.
- All product returns must be returned via a registered service at customer expense (POD may be required) exclusive of controlled returns.
- RA# must be clearly visible on the carrier label in order to facilitate return operations in our warehouse.
APPLICABLE CHARGES IF GUIDELINES ARE NOT ADHERED TO
Applicable service fees are:
- $5 Packaging Replacement.
- $5 Soft Case Replacement.
- $10 Hard Case Replacement.
REFUNDS AND REPLACEMENTS
You will receive an email notification when we refund the price of the item(s). Refunds normally arrive within 15 business days of receipt. All refunds will occur via the original payment method.
If you have chosen to replace a faulty product, we will replace it with a new product that will be sent to you as soon as the faulty product has been received and processed at our warehouse. In this case you will be refunded to your bank account of the shipping costs paid for the return. You may be requested to provide the shipping costs invoice evidence in order to allow refund operation.
We only accept returns on items purchased from ray-ban.com. Items purchased from Authorized Ray-Ban retailers must be returned to the place of purchase.