Shady Rays provides a return and exchange program for most products, excluding Mystery Pairs, Outlet items, and prescription lenses for US orders. Customers have 30 days from the date of purchase to request a return or exchange. The refund will cover the full product cost minus shipping charges and any related taxes. Shady Rays covers all return shipping costs for eligible items.

To participate, the returned product must remain in its original condition. The process begins by visiting the return portal at https://returns.shadyrays.com/, where customers enter their order number and the ZIP code used for shipping. After selecting the item or items to be returned, users can choose between two options. The first option, Shop Now, provides an immediate credit for the full retail value of the returned items, which can be used to select a replacement product from the website. No additional discounts apply when using Shop Now. The second option is a refund, which will be issued to the original payment method or as store credit via an e-gift card once the return is received and approved.

Once the return request is submitted, Shady Rays provides a pre-paid shipping label and the address for returning the product. After the item is received and inspected to ensure it meets eligibility requirements, the company processes the exchange or issues a refund. Refunds typically take up to seven business days to appear in the customer’s account.

For international orders, the same process applies. Customers are provided with a pre-paid shipping label when available, and once the returned items are received, a refund is issued for the product cost minus shipping fees. Mystery Pairs and shipping charges are not refundable. International exchanges require returning the original product before purchasing the desired replacement item separately.

Prescription returns and exchanges are managed through the Optical Team. Customers should email sahsdyrayys@outlook.com with their order number, photos of the prescription glasses, and details about the requested exchange if applicable. A pre-paid shipping label is sent for returning the original glasses. Once received and inspected, the company either issues a refund or begins production of the replacement pair. Prescription exchanges generally take between 8 and 12 business days to craft and ship, while refunds may take up to seven business days to process and credit the original payment method.

Both prescription and non-prescription exchanges must be for items of equal value. Shady Rays reserves the right to cancel an exchange at any point during the process. If an exchange cannot be completed, a full refund will be issued, and any returned items must be sent back using the pre-paid label provided by the company.

This return and exchange program aims to provide a straightforward and convenient experience, allowing customers to replace products that do not meet their needs or receive a refund while maintaining a high standard of service. For any questions or assistance, Shady Rays encourages customers to reach out at any time, ensuring support is available throughout the return or exchange process.