Return and Refund Policy

This Returns & Refund Policy applies exclusively to products purchased directly from solosglasses.com.

 

Return window

• To initiate a return, you must submit your return request within 14 days from the date the item was delivered. Return and refund requests submitted after 14 days will not be accepted.

• Once your return has been accepted by Solos, you must ship the item back to us in accordance with the return instructions provided. If you do not ship the item within 14 days of your request, your return request may be cancelled and you may not be eligible to submit another return request for that item.

 

Refunds for custom lenses

• Custom lenses (including plano photochromic lenses)
• All our lenses are custom made to match your frame and prescription, lens refunds are handled as store credit as described below.
• Store credit is valid for a single use and expires six months from the date of issuance. Any unused balance after one transaction is forfeited and is not refundable.
• Two common purchase scenarios for reference:

1.      Standard Customised Lenses
If you purchased Solos glasses at the listed price of USD 249.00 and separately purchased custom lenses for USD 39.90, we will refund the amount charged for the smartglasses purchase to your credit card. The refund for the custom lenses will be issued as store credit.

2.      Promotional / Discounted Customised Lenses
If you purchased smartglasses at the listed price of USD 249.00 and received discounted prescription lenses at no additional charge (lenses have a listed price of USD 39.90 but you paid no extra), your total payment was USD 249.00. In this case:

                                                                                i.            We will refund the cash portion equal to the smartglasses price minus the listed price of the lenses (USD 249.00 – USD 39.90 = USD 209.10) to your original payment method.

                                                                              ii.            The lenses portion (USD 39.90) will be refunded as a Store credit with a value of USD 39.90 for use on a future purchase.

                                                                            iii.            Promotional or discounted lenses are considered non-cash refundable items and are issued as Store Credit only.

 

Return shipping costs
(Differ by reason for return and region)

Reason of return	North America	Others
“Change of mind”	Free Shipping Label	1. Solos may provide a prepaid return shipping label to Hong Kong; the actual shipping cost will be deducted from your refund.             2. Alternatively, you may return the item yourself using a carrier of your choice; the return shipping cost will be the actual cost charged by your chosen carrier and is your responsibility.
Defects / Damaged Products / Wrong Item Sent by Solos	Free Shipping Label	Free Shipping Label

 

Cancel Order

• Orders with prescription lenses cannot be cancelled after 24 hours of placing the order.
• If you wish to cancel an order and the parcel has already been shipped, you must receive the parcel and then ship it back to Solos following the returns procedure above.

 

How to initiate a return / cancel order request

• Email our customer service team at cs@solosglasses.com with:

1. 1. Your order number
   2. The reason for return (change of mind, defective/damaged, wrong item, etc.)

 

Additional terms and conditions

• Shipping and handling charges and taxes paid (such as state, customs, or VAT) are not refundable.
• Refunds will be processed once the product is received and inspected at the Solos warehouse. The product must be returned in its original packaging, with all included accessories, and without damage beyond reasonable handling and inspection.
• In situations where Solos provides a prepaid return label (e.g., North America change-of-mind within 14 days, or defective/damaged returns), you must ship the item within 14 days. If no prepaid label is provided, we strongly recommend using a traceable shipping method. Solos is not responsible for items lost during return transit when the customer arranges shipping.
• We will refund the purchase price you paid for the returned product (excluding initial shipping and handling charges to you) within 60 days of Solos’ receipt of the returned product.
• Return of accessories (including magnetic charging cable, temple kit etc.) would not provide any free return label, you may return the item yourself using a carrier of your choice; the return shipping cost will be the actual cost charged by your chosen carrier and is your responsibility.
• Solos reserves the right of final decision on the return request.