Customer care
You have 30 days after receiving your item to request a return. To be eligible, the item should be unworn or unused, with tags, in its original packaging, and include the receipt or proof of purchase.
If your order includes prescription lenses, contact support first so we can review the best next step for your case.
Contact service@wearsatis.com with your order number, the item you want to return, and the reason for the request. Photos or a short video may help us review fit, damage, wrong item, or quality concerns faster.
Do not send items back before the return request is approved. Once approved, we will send return instructions by email, including where to send the parcel and what to include.
If the issue is lens selection, PD entry, progressive comfort, or general frame fit uncertainty, contact support before sending the item back. In many cases we can help confirm whether the problem is a prescription entry issue, a lens-choice mismatch, or a frame-choice issue.
Review Select Lenses if you plan to reorder, so the next purchase starts from the correct prescription and lens path.
Place the item, original tags, packaging, and filler materials back into the original packaging or a suitable plain box. Keep your shipping receipt and tracking number until the return is completed.
After the return arrives, our team checks the item within 3 to 5 business days. If approved, the refund is sent to the original payment method within 7 business days.
Your bank or payment provider may need an additional 5 to 10 business days to post the refund.
Original shipping and return shipping costs are non-refundable unless the return is caused by an error on our part, such as a wrong or defective item.
For exchanges, the fastest option is usually to return the original item and place a separate order for the new item after the return is accepted.
If you are returning because of lens choice, prescription entry, or frame fit uncertainty, contact support first. We may be able to help you choose a better frame or lens setup before you reorder.
If you are checking whether timing or delivery was part of the issue, review our Shipping page before placing the replacement order.