Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at zs.kesmarky@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at zs.kesmarky@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at zs.kesmarky@gmail.com.

RETURNS & REFUNDS

We take great pride in the quality of our products and the customer service we provide. If you are dissatisfied with your purchase or you would like a refund on a faulty item(s) please ensure you have read and understood our online Return Policy, Refund Policy and Returns Process below.

RETURNS POLICY

We are happy to offer customers store credit (in the form of a gift voucher) to the value of the returned item(s), up to a maximum of two (2) times per order, if the returned item(s) was not on sale or discounted at the time of purchase, and is received:

  • Within 21 business days of ordering (the date your order was placed);
  • In the original purchase condition- unworn, unused, unwashed and undamaged;
  • With all tags, stickers and protective packaging attached and intact;
  • In the original, undamaged product packaging, such as sunglass bag and box;
  • With a copy of the original purchase receipt (detailing the order number, customer name, address and date of order).

Please note: If we receive your return and it does not meet the above criteria, we will be unable to issue you store credit. In this case, the product will be returned to you (at your expense). Payment for return shipping will need to be made before the item leaves our warehouse.

Customers purchasing any optical product with custom prescription lens please be aware: Unless deemed faulty through manufacturing fault, we are unable to provide a refund or store-credit as these are personalised, custom made-to-order products.

Please make your purchase carefully as we do not provide refunds, or cover the cost of return shipping unless an item is deemed faulty. 

Items bought on sale or discounted will not be accepted for return unless the product is deemed faulty.

Unfortunately, we do not offer free returns and are unable to provide a product exchange at this time.

View our Returns Process below.

REFUND POLICY

All products are individually quality checked before leaving our warehouse, shipped in protective packaging and delivered with a trusted shipping provider. On the rare occasion an item is deemed faulty due to manufacturing fault or defect, we are happy to provide a refund of the total purchase amount, or where possible provide a replacement product as set out in our Two Year Manufacturer's Warranty.

Products deemed faulty are considered to have material or manufacturing flaws only that:

  • would have stopped you from buying it, if you had known about the fault (a fault being a flaw in the manufacturing);
  • are unsafe or create an unsafe situation (i.e parts of the product are broken or sharp and could cause physical harm);
  • are significantly different from the images or description presented.

A refund will not be issued for any or all of the following reasons:

  • If you changed your mind;
  • The product does not fit how you expected it would;
  • If you accidentally ordered the wrong product;
  • If you decided you did not like the product;
  • If you found the item cheaper somewhere else;
  • If you have no use for the product.

Provided the item(s) are deemed faulty upon return, we will also refund you for the shipping cost incurred to return the product for review. To ensure that this cost is included in your refund amount, please ensure an official copy of the return shipping receipt is included in the return package. Unfortunately, if this document is not provided at the time of return, we will be unable to process this cost as part of your refund.

If an item is returned and not deemed faulty by our team, you will not be refunded and any costs that were incurred to return the product(s) for review will not be refunded.

Please be aware that refunds can only be made to the payment method or credit card used for the original purchase.

RETURNS PROCESS

RETURNS FOR FAULTY PRODUCTS UNDER WARRANTY

In the unfortunate circumstance you believe your product to have a manufacturing fault, please consult our Two Year Manufacturer's Warranty for details on what is covered and how to lodge a claim. Do not return the product without first contacting our Customer Service Team. Info@nagira.eu We cannot process any claims if this process is not followed.

Prescription glasses

For glasses bought from an optician you must return to the optician where you bought them. The terms and conditions of return will depend on the return policy established by the individual optician.