Return Policy

This policy covers returns and exchanges of SPINEL frames, sunglasses and lenses bought from Spinel Global, on spinelglobal.com or through a SPINEL practitioner or point of purchase. It sits alongside the 1-year warranty in our Terms & Conditions.

01When a return is accepted

• The product has a manufacturing defect, as described in our warranty.
• The defect is reported within the 1-year warranty period, which runs from the invoice date.
• The original invoice is produced.
• The product is returned complete, with its case and accessories.

02What we do not accept

• Change of mind, or wrong choice of style, colour or size.
• Damage caused by use, accident or neglect, such as drops, crushing, scratches from cleaning, or exposure to heat, chemicals, saltwater or chlorine.
• Repairs, alterations or lens fitting by anyone other than a SPINEL practitioner.
• Normal wear, such as loosening, colour fading over time or nose pad wear.
• Prescription lenses made correctly to the prescription supplied, where the prescription itself was wrong or has since changed.
• Loss or theft.
• Returns without the original invoice.

03By product

04Wrong or damaged deliveries

If your order arrives damaged in transit, incomplete, or is not the item you ordered, contact us within 48 hours of receiving it, with clear photos or a video of the item and its packaging. Once we have reviewed it, we will arrange a replacement, the correct item or a refund at no extra cost to you.

05How to make a return

1. Contact info@spinelglobal.com, or go to the practitioner or point of purchase. Tell us your invoice number, the product name and what is wrong, with photos if you can.
2. Bring or send the product, its case and accessories, and the original invoice, as we arrange with you.
3. The product is inspected to confirm whether the fault is a manufacturing defect.
4. Where confirmed, we repair, replace or refund at our discretion.

Report a suspected defect as soon as you notice it, and in any case within the 1-year warranty period.

06Inspection and outcome

We complete inspection as quickly as possible and will tell you the expected timeline when the item is handed in. Where an item must be returned to the manufacturer, longer timelines apply and we will tell you at the time.

Where inspection shows the fault was caused by use, accident or third-party repair, the return is not accepted. We will tell you why and, where possible, quote for a chargeable repair.

07Refunds

• Refunds are issued only after a return is inspected and approved.
• All refunds are processed by Fx Enterprises, to the original payment method unless we agree otherwise with you in writing.
• Your bank may take some working days after approval to show the credit.
• Where a return is accepted because of a manufacturing defect or our error, we do not charge you for delivering the repaired or replacement item.

08Exchanges and replacements

Where a defect is confirmed, we replace the item with the same product. If it is no longer available, we offer an equivalent SPINEL product; if you choose one of higher value, the price difference is paid before it is supplied. A repaired or replaced item carries the remainder of the original 1-year warranty and does not start a new warranty period.

09Important notes

• Please contact us before sending anything by courier. Items sent without prior arrangement may not be accepted.
• Nothing in this policy affects your rights under Sri Lankan consumer protection law. Where the law gives you a stronger right than this policy, the law applies.

10Contact us

SPINEL is a brand of Fx Enterprises, Colombo, Sri Lanka. Return Policy — effective 3 November 2026.