Refund policy

We want you to love your Netto sunglasses. If something isn't right, we're here to make it right. This policy explains when and how you can return a pair, request a refund, or report a problem with your order.

If you have any questions, please reach out to us at hello@nettoculture.com before starting a return so we can guide you through the process.

Netto is a brand of Peaksta B.V., a private limited liability company incorporated under the laws of the Netherlands. In this policy, "we", "us" and "Netto" refer to Peaksta B.V. trading as Netto.

At a Glance

45 days to return unworn sunglasses from the date of delivery
Buyer pays return shipping for change of mind returns
Netto covers shipping for damaged, defective, or incorrect items
Refunds processed within 5 to 10 business days of receiving your return
Defective items: replacement or refund at no cost
Every pair carries a lifetime guarantee against manufacturing defects
Cancellation window: within 6 hours of placing your order

45-Day Return Window

You may return eligible items within 45 days from the date of delivery, as confirmed by the shipping carrier's tracking record. Our 45-day window is more generous than the industry standard 30 days, giving you extra time to wear your Netto sunglasses in daylight, in the car, and against your everyday wardrobe before deciding.

Returns received outside this window will not be accepted unless required by applicable law.

Return Eligibility

To be eligible for a return, the item must meet all of the following conditions:

Unworn and in original condition. This means free from scratches on the lenses or frame, scuffs, makeup, sunscreen or skin oil residue, scents (perfume, smoke, pets), or any indication of use beyond a brief try on indoors.
In original packaging. The sunglasses must be returned in their original case with the cleaning cloth, and with any inner sleeve or box intact.
All tags and inserts included. Hangtags, care cards, guarantee inserts, and any included accessories must be returned together with the sunglasses.
Proof of purchase. Order number or original confirmation email is required.

A note specific to eyewear: lenses mark far more easily than most products. A single scratch, a smear of sunscreen, or a night spent loose in a bag makes a pair unsaleable, and we cannot resell it as new. Please try your sunglasses on indoors, over a soft surface, and keep them in the case until you are sure. Items returned in a condition that does not meet these requirements may be refused, returned to you at your cost, or refunded at a reduced amount reflecting the loss of value.

Non-Returnable Items

The following items are not eligible for return or refund:

Items marked as Final Sale at the time of purchase
Gift cards and store credit
Personalised, customised, or engraved items
Wholesale orders (see separate section below)
Items returned more than 45 days after delivery
Sunglasses with scratched, chipped, or replaced lenses
Items damaged through misuse, accidents, or normal wear after use

EU and UK Statutory Rights

Consumers resident in the European Union and the United Kingdom have a statutory right to withdraw from a distance purchase within 14 days of receiving the goods, without giving a reason, in accordance with applicable consumer protection law.

To exercise this right, contact hello@nettoculture.com within 14 days of receipt with your order number and a clear statement of withdrawal. You then have an additional 14 days to return the goods to us in the condition required above.

This statutory right applies in addition to our standard 45-day return policy. Where the standard policy is more generous, the more generous terms apply. Nothing in this policy limits or removes your statutory rights as a consumer.

How to Start a Return

All returns must be approved before being shipped back to us. To start your return:

Email hello@nettoculture.com with your order number and the reason for return.
We will respond within 24 hours on business days with return instructions, including the correct return address for your region.
Pack the sunglasses in their original case, then inside a rigid outer box. A padded envelope alone is not enough to protect eyewear in transit.
Ship the item using a tracked service (see Return Shipping below).
Once we receive and inspect your return, we will process your refund or replacement.

Returns sent without prior approval may not be processed and could be refused at the warehouse. They also arrive without any reference to your order, which is the single most common cause of a delayed refund.

Return Shipping

For change of mind returns (you no longer want the pair, chose the wrong colourway, and so on):

The buyer is responsible for return shipping costs.
Original shipping fees paid at checkout are non-refundable.
We strongly recommend using a tracked and insured shipping service. Netto is not responsible for returns lost or damaged in transit before reaching our warehouse.
Please pack the case inside a rigid box. Sunglasses returned crushed or with broken lenses because they travelled in an unpadded envelope cannot be refunded in full.

For damaged, defective, or incorrect items (see separate section below):

Netto covers all return shipping costs through a prepaid label or shipping reimbursement.

Customs, Duties, and Clearance Fees on Returns

For returns shipped from outside the European Union to our warehouse in the Netherlands, please be aware:

The buyer is responsible for all customs duties, import taxes, and clearance fees required to bring the package back into the Netherlands.
We cannot accept return packages where duties, taxes, or clearance fees are owed on delivery. Such packages will be refused at Dutch customs and either returned to you at your expense or abandoned.

When booking your return shipment, please use a service that includes prepaid duties (often labelled "DDP" or "duties paid" by carriers such as DHL, FedEx, or UPS), or arrange to pay any required customs charges directly to your shipping carrier before dispatch.

Mark the package clearly as "Returned Goods" on the customs declaration, with a value matching your original purchase price. This may help reduce or waive duties in some cases.

We do not refund original customs duties or taxes paid on your outbound order, as these are charged by your local customs authority and not by Netto.

If you are unsure how to handle customs on your return, contact us at hello@nettoculture.com before shipping and we will guide you through the best option for your country.

Refund Processing

Once your return arrives at our warehouse, we will inspect the item and notify you of the outcome by email.

Approved refunds are processed within 5 to 10 business days of receipt.
Refunds are issued to the original payment method used at checkout.
Depending on your bank or card issuer, it may take an additional 3 to 10 business days for the refund to appear on your statement.
Refunds are made in the same currency as the original purchase. Any currency fluctuation between purchase and refund is the responsibility of the buyer.
Original shipping costs and any return shipping costs paid by the buyer are not refunded, except for damaged, defective, or incorrect items.

If you have not received your refund within 14 business days of our confirmation email, please first check with your bank or payment provider, then contact us at hello@nettoculture.com.

Exchanges

We do not process direct exchanges. If you would like a different colourway or a different model, the simplest path is:

Return your original pair under this policy
Place a new order at your convenience

This approach is faster than traditional exchanges and ensures you get the new pair without waiting for us to receive your return first. It also means the colourway you want is reserved the moment you order, rather than after your return clears inspection.

If your original order was at a promotional price that is no longer available, contact us at hello@nettoculture.com and we will do our best to honour the original price on your new order.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, faulty, or different from what you ordered, we will make it right at no cost to you.

To report the issue, please contact hello@nettoculture.com within 7 days of delivery and include:

Your order number
A clear description of the issue
Photos of the sunglasses showing the damage or defect
Where helpful, a short video demonstrating the issue (for example, a hinge that will not hold or a lens seated loose in the frame)
Photos of the outer packaging and the case if the pair appears damaged in transit

Once we confirm the issue, we will offer one of the following at our discretion:

A free replacement sent to you at no additional cost
A full refund including original shipping
A partial refund if you choose to keep the item

For damaged or defective items, we cover all return shipping costs through a prepaid label or shipping reimbursement, where a return is required.

Please retain the sunglasses, the case, and the original packaging until the issue is resolved, as our carrier may require photos for their claim.

Lifetime Guarantee

Every pair of Netto sunglasses is guaranteed for life against manufacturing defects in materials and workmanship. The guarantee runs for the lifetime of the product in normal use, applies to the original purchaser, and requires proof of purchase.

What the guarantee covers:

Frame cracking or splitting under normal wear
Hinge failure, including screws working loose repeatedly or a hinge separating from the frame
Delamination or separation of the acetate
Lens coatings failing without external cause, such as the anti reflective layer lifting on its own
Faults in the metal core or the temple lettering

What the guarantee does not cover:

Scratched, chipped, or broken lenses
Accidental damage, including sitting on the sunglasses, dropping them, or crushing them in a bag
Damage from heat, such as leaving a pair on a car dashboard, or from chemicals including solvents, hairspray, and chlorinated or salt water left to dry on the lenses
Ordinary wear over years of use, including fading, loosening, and small surface marks
Loss or theft
Any pair altered, repaired, or fitted with replacement lenses by a third party

To make a claim, email hello@nettoculture.com with your order number, photos of the fault, and a short description of how it appeared. Where a fault is covered we will repair the pair or replace it. If the same model or colourway is no longer available, we will offer the closest current equivalent. This guarantee is offered in addition to, and does not limit, your statutory rights as a consumer.

Lost or Stolen Packages

If your tracking shows your order has not moved for an extended period or has been marked as delivered but you have not received it, please refer to our Shipping Policy for full details. In short:

For packages with no tracking movement: allow 15 business days for domestic shipments and 30 business days for international shipments before the package is officially considered lost. Once confirmed lost, we will arrange a replacement or refund.
For packages marked delivered but not received: check with household members and neighbours, allow 48 hours (packages are sometimes scanned before final drop off), and contact the carrier with your tracking number. If still unresolved, contact us within 7 days of the delivery date and we will help investigate.

Once a carrier confirms a package as delivered to the correct address, responsibility transfers to the recipient. We will always do our best to help find a fair resolution but may not be able to issue a replacement or refund in all cases.

Wrong Address Provided by Buyer

It is your responsibility to provide a complete and accurate shipping address at checkout, including apartment number, building, postal code, and any other relevant details.

If you notice an error, contact us at hello@nettoculture.com within 6 hours of placing your order. After this window, your order has entered fulfilment and address changes may not be possible.
Packages returned to us due to an incorrect or incomplete address can be reshipped at the buyer's expense, or refunded minus original shipping costs.

Order Cancellations

We pride ourselves on fast order processing. To get your Netto sunglasses to you as quickly as possible, your order enters fulfilment 6 hours after it is placed, so our fulfilment partner can prepare and dispatch it the same day where possible.

Because of this fast turnaround:

To cancel an order, please contact hello@nettoculture.com within 6 hours of placing it. We will do our best to stop the order before it enters fulfilment.
After 6 hours, your order is already with our fulfilment team and cannot be cancelled or modified. This includes changes to colourway, quantity, or address.

If you miss the 6 hour window, no problem: simply return the pair under our 45-day return policy once it arrives.

Wholesale Orders

Wholesale, bulk, and B2B orders are governed by separate terms set out in our wholesale agreement. Wholesale orders are non-refundable and not covered by this Returns and Refunds Policy.

For wholesale and stockist enquiries, please contact hello@nettoculture.com.

Policy Abuse

We reserve the right to refuse returns, refunds, or replacements where we identify patterns of abuse, including but not limited to:

Repeated returns of worn sunglasses presented as unworn
Returns of items showing clear signs of intentional damage
Repeated lifetime guarantee claims for damage that is plainly accidental
Frequent claims of non-delivery on tracked packages confirmed delivered to the correct address
Fraudulent claims or evidence
Use of multiple accounts to circumvent return limits

We may also restrict future purchases from accounts associated with confirmed abuse. This section does not affect any rights you have under applicable consumer protection law.

Contact

For questions about returns, refunds, the lifetime guarantee, or any of the topics covered in this policy:

Netto, a brand of Peaksta B.V.
Email: hello@nettoculture.com

We respond to most enquiries within 24 hours on business days.

This policy was last updated on 2 August 2026. Netto reserves the right to update this policy at any time. The most current version will always be available on this page. Your statutory rights as a consumer are not affected by this policy.