Refund policy

1. 7-Day Return Policy (Standard Units Only)

We provide a 7-day return window for standard, off-the-shelf products. You have 7 calendar days from the date your shipment is marked as "Delivered" by the courier service to submit a return request via our online customer portal.

To be eligible for an approved return and refund, the product must satisfy all of the following conditions:

  • Indoor Fit-Check Condition Only: Eyewear may be tried on indoors in a clean environment solely to verify size, facial width, nose bridge fit, and aesthetic preference. The frame, lenses, and nose pads must be 100% free of outdoor dust, sweat residue, skin oils, cosmetics, sunscreen, fingerprints, smudges, micro-abrasions, or chemical cleaning residue.

  • Resellable State: Units displaying signs of outdoor athletic activity, training sessions, road wear, or frame stretching/warping will be rejected immediately.

  • Complete Accessory Kit: The product must be returned with all original packaging components intact, undamaged, and complete:

    • 1× Hard Protective Travel Case

    • 1× Microfiber Soft Pouch

    • 1× Microfiber Cleaning Cloth

    • 1× Snap-In Optical Insert (Myopia Frame)

    • 1× Replacement Silicone Nose Pad Set

    • 1× Polarization Test Card

    • All original exterior packaging boxes, tags, and product inserts.

2. Custom Laser-Engraved Units (Strictly Final Sale)

  • Non-Returnable & Non-Refundable: Due to the bespoke, permanent nature of laser personalization, all sunglasses with custom laser engraving are strictly Final Sale. They cannot be returned, refunded, or exchanged for change of mind, fit dissatisfaction, or aesthetic re-evaluation.

  • Transit Damage or Operational Errors: If an engraved unit arrives with an operational error attributable to our workshop (e.g., text differing from your submitted order) or physical transit damage, notify us within 48 hours of delivery under Section 5. Following verification, an identical replacement will be produced and dispatched at zero cost.

3. Return Shipping & Bundle Adjustments

  • Customer Responsibility: All return courier shipping fees are borne entirely by the customer. ZYTH SPORTS does not provide prepaid return shipping labels.

  • Tracked Shipping Mandatory: You must use an established domestic courier service (e.g., J&T Express, Ninja Van, Pos Laju) that provides reliable end-to-end tracking. ZYTH SPORTS is not liable for return shipments lost, damaged, or delayed in transit back to our fulfillment center.

  • Original Shipping Fees: Outbound shipping charges paid at checkout are non-refundable.

  • Multi-Pair Bundle Adjustments: If a partial return is made on a promotional bundle (e.g., returning 1 pair from a Duo Bundle), the bundle discount is retroactively voided. The retained pair reverts to its full standalone retail price, and the price variance plus standard outbound shipping will be deducted from your final refund balance.

4. Intake Quality Audit, Refunds & Abandoned Property

  • Warehouse Inspection: All returned packages undergo a comprehensive physical and optical inspection at our Selangor fulfillment center within 2 to 3 business days of arrival.

  • Approved Refunds: If the return passes inspection, your refund will be processed immediately back to your original payment method. Depending on your banking institution's clearing cycles, funds typically reflect in your account within 5 to 10 business days.

  • Failed Inspections: If an item fails inspection due to lens scratches, missing accessory components, sweat residue, signs of outdoor use, or damaged retail packaging, the return is voided and no refund will be issued.

  • Abandoned Property Policy: In the event of a rejected return, the customer must settle the domestic return courier charge within 14 calendar days to have the rejected unit dispatched back to them. Items left unclaimed after 14 calendar days will be deemed permanently abandoned and responsibly recycled or disposed of without liability to ZYTH SPORTS.

5. Damaged, Defective, or Incorrect Deliveries (48-Hour Arrival Window)

If your package arrives physically damaged from transit, incomplete, or with an incorrect product:

  • Direct Claim Required: You must submit a claim directly via Email or WhatsApp within 48 hours of marked courier delivery. Do not use the automated self-serve return portal for arrival damage claims.

  • Submission Details: Your message must include your Order Number, a detailed description of the issue, and clear photo/video documentation showing:

    • The exterior shipping parcel and legible courier waybill.

    • The internal retail box condition.

    • The specific defect or physical damage on the eyewear.

  • Resolution: Once verified, ZYTH SPORTS will arrange a replacement unit or dispatch the necessary replacement components at zero cost. Claims submitted outside this 48-hour delivery window will not be eligible for transit damage remedies and will fall strictly under our Limited Manufacturer Warranty.

6. How to Submit a Standard Return Request

Do not send items to our facility without prior authorization. Unsolicited shipments lacking an active Return Merchandise Authorization (RMA) will be rejected at delivery.

  1. Navigate to account.zyth.my and sign in using the email address or Google Account associated with your order.

  2. Under your order history, select the fulfilled order and click Request Return.

  3. Select the eligible un-engraved item(s), choose your return reason, and provide any relevant notes regarding your fit check.

  4. Click Submit request. Our team will review your application within 24 to 48 hours.

  5. Once your return is approved, you will receive an automated notification containing our official Selangor fulfillment center address and packaging instructions.

  6. Pack the eyewear and full accessory kit securely and ship via a tracked courier service.

7. Crash Replacement Program & Accidental Damage Exclusion

Normal wear and tear, lens degradation caused by improper chemical cleaning, sweat corrosion, dropped impacts, cycling/running crashes, or deliberate misuse are not manufacturing defects and are excluded from both our Return Policy and Manufacturer Warranty.

If your sunglasses suffer accidental damage during athletic training or competition, reach out to support@zyth.my with a photograph of the damaged gear to request access to our Crash Replacement Program for an exclusive discount code toward a replacement frame.