Refund policy

AIM Returns, Refunds & Checkout+ Protection

What is Checkout+? (optional shipping protection)

Checkout+ is optional shipping protection you can add to your order at checkout for a small fee. It protects your order against problems that happen in transit, so you are covered if something goes wrong on the way to you.

Checkout+ covers:

• Lost in transit. Your order stops updating and does not arrive.

• Stolen or not received. Tracking shows delivered, but the parcel never reached you.

• Wrong item. You received a different product than the one you ordered.

• Missing items. Something was missing from your parcel.

• Damaged in transit. Your parcel or the sunglasses inside arrived damaged.

• Late delivery. Your parcel arrived, but well outside the expected window.

• Returned to sender. The carrier sent your parcel back to us without delivering it.

If you added Checkout+ and one of these happens, start it through our Returns & Order Issues portal and you will be directed to file a quick claim with Onward. Most claims are resolved fast with a replacement or refund, covered by the protection. You may be asked for a photo, and in some cases a quick identity check, to prevent fraud.

Claims have time limits, so tell us as soon as something looks wrong. Damage, theft and missing items are claimed within 15 days. An international parcel that has stopped moving can be claimed from day 20 after dispatch, and that window closes at day 30. If you are not sure, email us and we will start it for you.

Good to know:

• If your order is genuinely lost in transit, we will always make it right, Checkout+ or not. Checkout+ simply makes resolving any shipping issue faster and smoother, and adds cover for trickier situations such as a parcel marked delivered but not received.

Return & Refund Policy

At Always In Motion, we are committed to delivering high quality sunglasses that combine performance, style and durability. We are confident you will love your purchase, but if something is not right, our process is designed to be as simple and hassle free as possible.

How to start a return or report an issue

Head to our Returns & Order Issues portal and follow the steps. The portal handles everything: standard returns, damaged or faulty items, and shipping problems. It will guide you to the right place and, where a return is needed, provide the correct return address for your location.

Standard returns (change of mind)

We accept returns on most sunglasses within 14 days of receiving your order. This applies to all regions unless otherwise specified.

To qualify:

• The sunglasses must be in a condition suitable for resale. You are welcome to inspect them as you would in a store, but we may reduce your refund if there are signs of use beyond this.

• They must be returned with all original packaging, including the case.

• You will need your order number as proof of purchase.

For change of mind returns, you are responsible for return shipping and any applicable customs charges. Please ship with tracking and keep your proof of postage until your refund is processed.

We do not currently offer direct exchanges. If you would like a different colour, simply return your pair for a refund and place a new order.

Your cancellation rights (UK and EU)

If you are in the UK or EU, you have a legal right to cancel your order within
14 days of receiving it. Where you cancel within this period, we will refund the
full price you paid for the goods plus the original standard delivery charge. If
you chose an upgraded or express delivery option, we refund up to the cost of
our standard delivery. Return shipping remains your responsibility. We may
reduce your refund to reflect any loss in value if the goods have been handled
more than was necessary to check them. After telling us you are cancelling, you
have a further 14 days to send the goods back, and we refund within 10 business
days of the goods reaching us or of your proof of postage, whichever is sooner.
No handling fee applies to UK and EU change of mind returns.

Damaged or faulty items

If your sunglasses arrive damaged or faulty, start it through the Returns & Order Issues portal and upload a photo of the issue. We will review it and put it right as quickly as we can. We may ask for further evidence, or for the item to be returned, before resolving.

Shipping problems (lost, stolen, wrong or missing)

Start it through the Returns & Order Issues portal.

• If you added Checkout+, you will be directed to file an Onward claim and your order is covered.

• If you did not add Checkout+, we will review your case. Please allow up to 10 working days from dispatch before reporting an order as lost, as international orders can take time to arrive.

Refunds

Once we receive and inspect a returned item, we process your refund within 10 business days to your original payment method.

Important notes:

• Refunds are the product price you paid.

• Return postage is your responsibility. If you use our prepaid label, the cost of
  that label is deducted from your refund and shown in the returns portal before
  you confirm. There is no handling or restocking fee in the UK or EU.

• Outside the UK and EU, a handling fee also applies to change of mind returns. It is shown in the returns portal before you confirm.
• For UK and EU orders cancelled within 14 days of receipt, we also refund the original standard delivery charge. For all other returns, original shipping and any duties are not refundable, except where an item arrived damaged or incorrect.
  
  

• For any return, in any region, we may reduce your refund to reflect a loss in value where goods are returned showing signs of use beyond a reasonable inspection.

• Return shipping is not refundable.

• Refunds are only processed after we receive the returned item, or after you provide proof that you have sent it back. Please allow extra time for international returns.

• If your refund is delayed, check with your bank or payment provider first, then contact us if the issue persists.

Return shipping and address

Where a return is required, the portal will give you the correct return address for your location. Please ship with tracking and keep your proof of postage until your refund is processed.

Non-returnable items

For hygiene and safety reasons, we cannot accept returns on:

• Sunglasses that have been worn, scratched or damaged, unless they are faulty.

• Sale or clearance items, which are final sale and not eligible for refund or exchange unless faulty.

Contact us

If you have any questions about returns, refunds or Checkout+, email us at info@alwaysinmotion.co.uk. We are here to help.