Returns & Refunds

If something’s wrong with your order

If your sunglasses arrive damaged or faulty, you get the wrong pair, or something’s missing, tell us within 30 days of delivery. Send a photo of the problem (and of the packaging, if it’s damaged), and we’ll send a replacement or refund you in full, whichever you prefer.

In most cases you won’t need to send anything back. If we do need the item returned so it can be checked, we’ll tell you how and cover the postage.

Spot a fault after 30 days? Get in touch anyway: your rights under consumer law (below) may still apply.

If your order hasn’t arrived

Check the tracking first: it’s in your shipping email and on your order page. If it’s been more than 10 business days past the end of the delivery estimate, report it from your order page. We’ll trace it, and if it’s lost in transit we’ll send a replacement or refund you in full.

Change of mind

We don’t offer refunds or exchanges if you simply change your mind or chose the wrong pair. Our pairs ship from overseas warehouses, and sending one back would cost more than the sunglasses do. Every product page shows the frame, lens and real photos of that exact pair, so you know what you’re getting.

This doesn’t affect your rights if an item is faulty, damaged or not as described.

Canceling an order

Contact us as soon as possible. If the order hasn’t been passed to our warehouse yet (usually within 24 hours of ordering), we’ll cancel it and refund you in full. Once it has, it can’t be canceled.

How to report a problem

• Open your order using the “View your order” link in your confirmation email. No link? Use Track an order at backroadhooligan.com/orders with your order number and email.
• Choose “Report a problem”, pick what happened, and add photos.
• We reply within 2 business days, usually sooner.

Refunds

Refunds go back to the card or wallet you paid with, in the currency you paid in. We process them as soon as a claim is approved. Banks usually take 5–10 business days to show the money.

If you’re refunded for part of an order, you get back what you actually paid for those items, including your share of any discount.

Your rights under consumer law

• Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
• New Zealand: you have rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 that these terms don’t limit.
• United States: you have the protections your state’s consumer laws give you, including any implied warranties that can’t be excluded.

Nothing in our policies takes away rights you have under the law where you live.

Contact

Anything else? Use the contact form at backroadhooligan.com/contact.