Refund policy

Refund & Exchange Policy

Last updated: October 2026

Lenses: personalized products

All ReFramed replacement lenses, and all prescription or optical lenses purchased with a frame, are personalized products made to order: they are not held in stock and are manufactured only after you order, for your specific frame and prescription. For this reason lenses are not eligible for returns, exchanges or refunds when correctly ordered and free of defects.

When We Issue Refunds

  • Manufacturing defects: If your lenses arrive with a defect in materials or workmanship (coating peeling, delamination, optical distortion), we will replace them at no cost or issue a full refund to your original payment method. Covered under our 1-Year Warranty.
  • Wrong product received: If we ship the wrong lenses for your frame model, we will replace them at no cost or issue a full refund.
  • Damaged in transit: If your order arrives damaged, contact us within 7 days of delivery with photos. We will replace the product or issue a full refund.

Exchanges (sunglasses and optical frames only)

Sunglasses and optical frames can be exchanged once within 60 days of delivery, subject to the following conditions:

  • Only the frame is exchanged. Replacement lenses and prescription or optical lenses are personalized products and are not exchanged.
  • If the frame was purchased with prescription or optical lenses, the value of those lenses is not refunded.
  • The frame must be unused and in its original condition, with its packaging.
  • You pay shipping to return the frame to us. We pay shipping to send the replacement.
  • If the replacement frame has a different price, you will be charged or refunded the difference.

Non-Refundable Items

  • Replacement lenses that match the frame model and size code you ordered (correct order, no defect).
  • Prescription and optical lenses (correct order, no defect), including when the frame they were purchased with is exchanged.
  • Lenses or frames that have been installed, worn, or show signs of use.
  • Frames returned after 60 days from delivery date.

How to Request a Refund or Exchange

  1. Contact us via our contact form.
  2. Include your order number, the frame model, and a description of the issue.
  3. For defects or damage, include clear photos.
  4. We will respond within 24-48 hours with instructions.

Refund Processing

Approved refunds are processed within 3-5 business days after we receive the returned item (if applicable). Refunds are issued to the original payment method. Depending on your bank or payment provider, it may take an additional 5-10 business days for the refund to appear on your statement.

ReFramed Full Service Orders

For orders that include our ReFramed Full Service (frame send-in for professional lens installation):

  • If we identify that your frame is not suitable for lens replacement during inspection (cracked orbital, broken bridge, structural damage), we will contact you before proceeding. You may choose a refund or keep your frame returned at no additional cost.
  • Once lenses are installed and shipped back, the warranty and defect policies above apply. Lenses are not exchanged.

Questions?

If you have any questions about our refund policy, please contact us.