Returns & Exchanges

Our Promise to You

At Raen, we design eyewear for exceptional fit, style, and clarity. We understand that finding the perfect pair sometimes requires seeing them in person. That’s why we offer a transparent, customer-centric returns and exchanges policy, reflecting the same care we put into our Men’s, Women’s, Eyeglasses, Sunglasses, and Accessories collections. If your purchase isn’t a perfect match, we’re here to help make it right.

Key Policy Summary

• Return Window: 15 days from the date you receive your order.
• Condition: Items must be unworn, in original condition, with all tags, cases, and packaging intact.
• Process: Initiate a return via email. Once approved, ship items back to our Indianapolis headquarters.
• Refunds: Issued to the original payment method within 7-10 business days after we process your return.
• Exchanges: We gladly facilitate exchanges for a different size, frame, or style.
• Non-Returnable Items: Please see Section 5 below for details.

1. The Return & Exchange Process: Step-by-Step

Step 1: Initiate Your Request (Within 15 Days of Receipt)

Contact our support team at [email protected] with your order number and reason for return/exchange. Use the template below to ensure we have all necessary details.

Step 2: Receive Authorization & Instructions

Within 1-2 business days, our team will email you a Return Merchandise Authorization (RMA) number and detailed instructions, including our return address:

Please note: Returns sent without an RMA number may experience processing delays.

Step 3: Ship Your Items Back

Securely package the item(s) in their original packaging with all accessories (case, cloth, tags). Include a copy of your order confirmation or the RMA slip. We recommend using a trackable shipping service. Return shipping costs are the customer’s responsibility unless the return is due to our error (e.g., wrong or defective item).

Step 4: Our Inspection & Your Resolution

Once received at our Indianapolis facility, our quality team will inspect the returned items within 3-5 business days. We will then notify you via email and proceed with your chosen resolution.

2. Refunds: Timing & Method

Upon approval of your return:

• Timing: Refunds are processed within 7-10 business days after we complete our inspection.
• Method: The refund will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal).
• Deductions: The original shipping cost is non-refundable. For returns not due to our error, a restocking fee may apply if items are not returned in original condition.
• Notification: You will receive an email confirmation once the refund has been initiated. The time it takes for the refund to appear in your account depends on your bank or PayPal’s processing times.

3. Exchanges

Want a different frame, size, or lens? We make exchanges simple:

1. Follow the return process above, clearly stating your desired exchange item in your initial email.
2. Once we receive and inspect the returned item, we will ship the new item to you.
3. You will be responsible for any price difference and additional shipping costs for the new item.
4. If the exchange item is of lower value, we will refund the difference to your original payment method.

4. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected] with photos of the product and packaging. We will cover all return shipping costs and expedite a replacement or full refund at no cost to you.

5. Non-Returnable Items & Exceptions

To ensure the health and safety of all our customers, the following items cannot be returned or exchanged:

• Prescription Lenses: All eyewear with custom-made prescription lenses are final sale. Due to the personalized nature of prescriptions (a key part of the “Preference Data” we collect to serve you), these items cannot be resold and are non-refundable unless they are defective or incorrectly made to your provided prescription.
• Personalized or Engraved Items: Any frames or accessories that have been personalized or engraved at your request.
• Clearance or Final Sale Items: These will be clearly marked as “Final Sale” on the product page.
• Items Not in Original Condition: Eyewear showing signs of wear, damage, or missing original packaging, case, or tags.

This policy aligns with our commitment to “transparent, secure, and respectful” practices as outlined in our Privacy Policy.

6. International Returns

As a global retailer, we accept returns from most countries we serve. Customers are responsible for any customs duties, taxes, or international return shipping fees. Refunds will be issued in the original currency of purchase, minus any non-refundable charges. Please ensure you mark the package as “Returned Goods” to avoid additional import taxes.