Return & Exchange Policy
We accept order cancellation before the product is shipped or produced. If you contact us within 2 hours of placing an order, you will get a full refund to the original payment method. If the order is cancelled after 2 hours, we will only offer 50% of the order total for refund. We cannot cancel the order if the product has already been shipped out. （Once your refund has been processed, it will take 7 to 12 Weekdays for your bank to process the credit and apply it to your account.）
You have 30 days from the date you receive the glasses to contact us for a return, covering any possible defect in materials and workmanship, we will remake new glasses for you at no additional charge or issue a refund after the issue is confirmed.
180-Day Frame Guarantee
Our 180-Day Frame Guarantee means Customers are eligible for a one-time frame replacement within 180 days. A replacement frame will only be issued if there are clear defects in material and workmanship.
Returns & Refunds
If the prescription glasses you received have quality problems, We accept return on products. Customers have the right to apply for return within 30 days after receipt.
For non-quality related issues, Because prescription glasses are customized products, once customized, the lenses cannot be reused, The most expensive cost of prescription glasses is the cost of the lenses. Therefore for non-quality problems return, After we receive the returned package, you will get a 50% refund.
We’re not responsible for prescriptions that are incorrect due to the customer providing inaccurate prescriptions or pupillary distance (PD) measurements, or any other inaccurate information. We offer a discount on any remake order once you have sent through the corrected or updated prescription, simply contact our Service for assistance.
If there is any manufacturing error, please contact us email@example.com，we will remake new glasses for you at no additional charge or issue a full refund after the issue is confirmed.
For returned packages, the customer will be responsible for the shipping cost.
The extra shipping costs are non-refundable once the package has been shipped. If you receive a refund, the cost of the original order shipping will be deducted from your refund. Once we received and confirmed your returned item, we will send you an email to notify you that we have received your returned item.
How To Return Your Glasses
1. Contact our Customer Service Department at firstname.lastname@example.org or WhatsApp +86 15658871682 to approve the return. We will provide return address after confirmation within 3 Weekdays.
2. All returns must be returned in their unworn, original, condition, in the original case include an eyeglass case and lens cleaning cloth. which include free items of the Buy One Get One promotion, please make sure to return the gift free items together with the full-price products. Package your glasses securely and make sure to include your name, contact information order number and why you returned the glasses. Otherwise, we will be unable to issue the refund.
3. We recommend shipping your return by a traceable method. as we are unable to take responsibility for packages lost in the post. We do not accept liability for any product(s) that are damaged in transit during the return process so please ensure that the packaging and delivery method are secure. To complete your return, we require a receipt or proof of purchase.
4. Once your return is received, we will process refund in 7 Weekdays. Your refund will be credited back to your original method of payment. Once your refund has been processed, it will take 7 to 12 Weekdays for your bank to process the credit and apply it to your account.
Notice: All returns must be mailed back to our lab. Failure to complete a return with these instructions may result in us being unable to refund your returned items.