Refund & Returns Policy

Summary at a glance

• Return window: 30 days from delivery for unworn frames in original packaging.
• US returns: prepaid label provided. Exchanges and store credit are free; $8.95 may be deducted from cash refunds to cover return shipping.
• Prescription lenses: custom lenses are non-refundable, but eligible for a one‑time free remake within 30 days for comfort/vision adjustments.
• Damaged/defective on arrival: report within 7 days for free replacement or repair.
• Holiday window: orders placed Nov 1–Dec 31 can be returned until Jan 31.
• No restocking fees. Final sale, used, altered, or missing-packaging items are not returnable.

Return eligibility & condition

• Items must be unused, unworn, and free of adjustments or wear.
• Include all original components: hard case, cleaning cloth, tags, booklets, authenticity cards, and outer packaging.
• Frames with prescription lenses can be returned for a frame refund; lens costs are non-refundable once produced.
• Non-returnable: final sale/clearance, gift cards, visibly used or altered frames, items with removed security seals or missing serial/QR labels.

How to start a return

1. Email [email protected] with your order number and reason (return or exchange).
2. Receive a prepaid label (US) and instructions. Pack items securely in the original box with all accessories.
3. Drop off within 7 days of label issue. Keep the receipt or pickup confirmation.
4. We inspect within 2–3 business days of delivery and confirm your refund or exchange by email.

Tip: Use a rigid outer carton and cushion the case to avoid transit scuffs.

Exchanges & fit adjustments

• Size/fit not right? We can exchange for a different color or model within 30 days.
• Exchanges ship free in the US once the original is scanned in transit.
• Minor misalignment? Contact us—our team can guide a safe micro‑adjust at home or arrange a professional tune‑up.

Prescription lenses & remakes

• Custom RX lenses are made to your prescription and pupillary distance; they are non‑refundable once cut.
• 30‑Day Comfort Guarantee: one free lens remake for vision or comfort tweaks (PD/height refinement, AR/HEV coating changes of equal value).
• If returning a frame with custom lenses, the frame portion is refundable when eligible; lens cost is excluded.
• Blue‑light (non‑RX) clear lenses follow the standard 30‑day return policy if unused.

Refund method & timelines

• Refunds go to the original payment method. Store credit available on request.
• Inspection takes 2–3 business days after delivery to our facility.
• Banks typically post refunds within 3–5 business days thereafter. Some cards may take up to 10 business days.
• US returns: exchanges/store credit free; up to $8.95 may be deducted from cash refunds for the return label.

International returns

• Return shipping and any customs/duties are the customer’s responsibility and are non‑refundable.
• Mark the parcel “Return of goods” to reduce border delays; include the commercial invoice.
• We recommend tracked, insured service. Keep your tracking receipt.

Warranty, defects & transit damage

• 12‑month limited warranty against manufacturer defects in materials and workmanship.
• Report transit damage or defects within 7 days of delivery with photos of the box and product.
• We’ll repair or replace at no cost, including shipping, after evaluation.
• Normal wear, accidental damage, loss, or unauthorized repairs are not covered.