At Heat Wave Visual, we engineer our gear to withstand extreme conditions – but we understand that sometimes a tactical adjustment is needed. Our no-hassle return policy gives you 15 days from delivery to request a return or exchange, with the same precision we put into our Z87+ certified eyewear.
OPERATION REQUIREMENTS
To qualify for return/exchange:
- Items must be in original condition (unworn, undamaged, with all tags and packaging)
- Proof of purchase required (order number or receipt)
- Request initiated within 15 days of delivery
- Non-returnable items (see Section 6)
MISSION PROTOCOL: RETURN PROCESS
STEP 1: INITIATE REQUEST
Email our command center at [email protected] with:
- Your order number
- Item(s) for return/exchange
- Reason for return
- Preferred resolution (refund or exchange)
Subject: Return/Exchange Request – Order #[Your Order Number]
Body:
Dear Heat Wave Visual Team,
I would like to request a [return/exchange] for my order #[Your Order Number].
Item(s) for return: [Product Name(s), SKU if available]
Reason: [Brief explanation]
I prefer: [Refund to original payment method / Exchange for (specify product if known)]
Please advise next steps.
Best regards,
[Your Full Name]
[Your Contact Information]
STEP 2: AWAIT INSTRUCTIONS
Our team will respond within 24-48 hours (faster than our Express Track shipping) with:
- Return authorization
- Shipping instructions
- Return address (location depends on your region)
STEP 3: SHIP IT BACK
Pack items securely in original packaging (like we protect our SAFETY EYEWEAR) and include:
- Completed return form (provided with authorization)
- Copy of your order confirmation
Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.
FUNDS RECOVERY
Once we receive and inspect your return:
- Processing Time: 3-5 business days (with same efficiency as our QUATRO adjustable temples)
- Refund Method: Original payment (Visa, MasterCard, JCB, PayPal)
- Timeline: Allow 5-10 business days for bank processing after we issue refund
For exchanges, we’ll ship your new item within 1-2 business days after return approval.
SPECIAL CASES
DAMAGED/DEFECTIVE ITEMS
If your gear arrives with manufacturing defects (rare as flaws in our APOLLO collection):
- Contact us immediately with photos
- We’ll cover return shipping
- Expedited replacement shipping
INTERNATIONAL RETURNS
For orders outside the U.S.:
- Return shipping costs are customer’s responsibility
- Customs forms must be marked “RETURNED GOODS” to avoid fees
- Allow extra time for international processing
NON-RETURNABLE ITEMS
TACTICAL NOTE: These items are mission-critical and non-returnable for hygiene/safety reasons:
- LENSES: Custom-cut or prescription lenses (like our LAZER FACE technology)
- STICKERS & DECALS: Once applied, they’re permanent like our commitment to quality
- PERSONALIZED ITEMS: Custom-engraved gear (with the precision of our INTERCEPTOR line)
CONTACT HQ
For urgent return assistance (like you’d need for our FUTURE TECH support):
Email: [email protected]
Mail: Attn: Returns Department, 4758 Hidden Meadow Drive, Deering, US 58731
GEAR UP AGAIN: Not satisfied with your initial selection? Browse our latest APOLLO collection or tactical APPAREL while waiting for your exchange. We stand behind every product like our ANSI Z87.1 certification.