Not loving your sunglasses? Here’s how returns work at Luma Frame, what qualifies, and what we need from you to get it sorted quickly.

Amounts on this page are in CAD ($). This policy works alongside, not instead of, any rights you have under Canadian consumer protection law.

How Long You Have

You’ve got 30 calendar days from delivery to request a return. Past that window, we generally can’t accept it, so don’t wait too long if you’re thinking about sending something back.

What Qualifies for a Return

• Arrived damaged
• Defective, like a broken hinge or loose lens
• Wrong item sent
• Changed your mind and no longer want it
• Falls within the 30 day window and meets the conditions below

Conditions Your Return Needs to Meet

To be accepted, your sunglasses need to be:

• Sent back within 30 days of delivery
• Unworn and undamaged
• Returned with original packaging, case, and any cloth or accessories included
• Free of scratches, marks, or wear that happened after delivery
• Accompanied by your order number or proof of purchase

If these conditions aren’t met, we might send the item back to you, or only offer a partial refund depending on its condition.

Sale Items Are Final

Sunglasses purchased on sale or at a discounted price are final sale. The only exception is if the item arrives damaged, defective, or isn’t what you ordered.

Getting Approval First

Before sending anything back, email us at support@lumaframe.store to get return approval. Don’t ship items to our business address without this step first, since unapproved returns can be delayed or refused.

Once we approve your request, we’ll send you clear instructions and the correct return address.

Who Pays for Return Shipping

If we made a mistake, whether that’s a damaged, defective, or wrong item, let us know within 48 hours of delivery with your order number, some photos, and a quick description. Once approved, we’ll cover return shipping with a prepaid label.

If you’re returning something because you changed your mind, that shipping cost is on you, and your original shipping fee won’t be refunded either.

No Restocking Fee

We don’t charge one. Ever.

Restocking Fee: $0.00 CAD

No Exchanges Yet

We don’t currently offer direct exchanges. Return what you have and place a new order for what you actually want instead.

What Can’t Be Returned

• Worn or used sunglasses
• Items missing original packaging or accessories
• Anything damaged after delivery due to misuse
• Returns requested after 30 days
• Sale items, except in cases of damage or error
• Gift cards, if we ever offer them

Ship It With Tracking

Always use a tracked shipping method for returns. Without tracking, we can’t confirm your return was actually sent, and that puts you at risk of a lost package we can’t process.

Cancelling Instead

Rather cancel your order before it ships? Contact us right away. This only works if your order hasn’t entered fulfillment yet. Once it has, we can’t stop it. More on our timing is in our Shipping Policy.

After We Receive Your Return

Once it arrives, our team checks it against the conditions above. To find out how that turns into an actual refund, see our Refund Policy.

Still Have Questions?

Business Name: Luma Frame
Email: support@lumaframe.store
Phone: +1 403-587-4596
Business Address: 1906 Centre St NE, Calgary, AB, T2E 2S8
Customer Support Hours: Monday to Friday, 9:00 AM to 4:00 PM
Time Zone: (GMT-07:00) Mountain Time
Live Chat: Available 24/7

Reach out anytime through our Contact Us page.