Refund policy

Refund and Return Policy

Last updated: April 28, 2026

At DIORO SUNGLASSES, we want you to love your purchase. If you are not completely satisfied, you may request a return within 15 days from the date of receipt of your order, in accordance with the terms below.

1. Return Window

You have 15 days from the date you receive your order to request a return. Requests submitted after this period cannot be accepted.

2. Return Conditions

To be eligible for a return, the product must:

  • Be in new, unused condition, with no scratches on the lenses or frame.
  • Be returned in its original packaging, including the case, cleaning cloth, and any accessories.
  • Include all original tags and documentation.
  • Be accompanied by the original order number or proof of purchase.

Returns of products that are damaged, used, missing parts, or not in their original condition may be refused or subject to a partial refund.

3. How to Request a Return

To start a return, follow these steps:

  1. Send an email to support@diorosunglasses.com within 15 days of receiving your order.
  2. Include the following information:
    • Order number
    • Full name
    • Reason for return
    • Photo(s) of the product (especially if defective or damaged)
  3. Our customer service team will review your request and reply within 2 business days with return instructions and the return shipping address.
  4. Pack the product securely in its original packaging and ship it to the address provided.
  5. Send us the tracking number once the package has been shipped.

Important: do not return any product without first contacting us and receiving authorization. Unauthorized returns will not be processed.

4. Return Shipping Costs

The cost of return shipping is the responsibility of the customer, except in cases where the product was received damaged, defective, or incorrect (see Section 6).

We strongly recommend using a tracked and insured shipping method. We are not responsible for items lost or damaged during return transit.

5. Refund Process

Once we receive and inspect the returned product, we will notify you by email of the approval or rejection of your refund.

  • Approved refunds will be processed to the original payment method used at the time of purchase.
  • Refunds are issued within 30 days from the date we receive the returned product.
  • Depending on your bank or card issuer, it may take additional business days for the refund to appear in your account.

The refund will cover the price paid for the returned product. Original shipping costs (if any) and return shipping costs are non-refundable, unless the return is due to our error.

6. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or different from what you ordered, please contact us at support@diorosunglasses.com within 7 days of receipt with:

  • Your order number
  • A description of the issue
  • Clear photos showing the defect or error

In these cases, we will cover the return shipping costs and offer you the choice of:

  • A full refund, or
  • A free replacement (subject to availability).

7. Non-Returnable Items

The following items cannot be returned:

  • Products marked as "Final Sale" or "Non-Returnable" at the time of purchase.
  • Gift cards.
  • Items damaged due to misuse, accident, or normal wear and tear.

8. Exchanges

We do not currently offer direct exchanges. If you would like a different model, color, or size, please return the original item for a refund and place a new order.

9. EU Consumers — Right of Withdrawal

If you are a consumer resident in the European Union, you have an additional statutory right to withdraw from your purchase within 14 days of receipt, without giving any reason, under the EU Consumer Rights Directive. To exercise this right, contact us at support@diorosunglasses.com. Our 15-day return policy already meets and exceeds this requirement.

10. Order Cancellations

If you wish to cancel an order before it has shipped, contact us at support@diorosunglasses.com as soon as possible. Once an order has shipped, it cannot be cancelled and must be processed as a return.

11. Contact

For any questions about returns or refunds, please contact our support team:

DIORO SUNGLASSES LTDA Email: support@diorosunglasses.com Address: Av. Carlos Gomes, 700, Sala 606, Boa Vista, Porto Alegre – RS, 90.480-000, Brazil

Our team will respond within 2 business days.