Refund policy

Refund & Exchange Policy

Last updated: July 2026

Custom-Made Products

All ReFramed replacement lenses are custom-made to order for each specific frame model and size. Because our lenses are precision-cut for your exact frame, we are unable to accept returns or issue refunds for correctly ordered products.

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

If you ordered the wrong frame model or size by mistake, we offer a one-time exchange within 60 days of delivery, subject to the following conditions:

  • Lenses must be unused, uninstalled, and in original condition.
  • Lenses with scratches, damage, or signs of use are not eligible for exchange.
  • You pay shipping to return the lenses to us. We pay shipping to send the replacement pair.
  • If the replacement lenses are a different price, you will be charged or refunded the difference.

Non-Refundable Items

  • Lenses that match the frame model and size code you ordered (correct order, no defect).
  • Lenses that have been installed, worn, or show signs of use.
  • Lenses 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 same exchange and warranty policies above apply.

Questions?

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