FAQ ON RETURN
What is your return policy?
You have thirty (30) days from the date you receive the glasses to contact us for a return.
Please contact our customer service team via email: firstname.lastname@example.org. If you made a mistake during the order, or you just don’t like the glasses, you can return them for a 50% refund (excluding shipping) to the credit or debit card or PayPal account, or for a one-time-use 100% store credit (excluding shipping). We will replace broken frames at no charge during this 30-day warranty period.
It is the customer's responsibility to ship the item(s) back and notify us via email, so we can initiate the refund, LEO point credit or replacement. SHIPPING CHARGES WILL NOT BE REFUNDED.
Tips: Our response time is 24 hours. Please also check your junk/spam mailbox for our emails.
If you feel there is a manufacturing error, return the glasses for inspection within the 30-day warranty period. If our inspection shows the glasses were made incorrectly, we will remake them for you at no charge. Defects in the anti-reflective (AR) coating and photochromic films are warrantied for one (1) year from the date of receipt. This warranty does not cover normal wear and tear to the frames, lenses, or coatings.
If you return a product for manufacturing defect within 1 (one) year warranty period for frames and 1 (one) year warranty period for corrective lenses, it will be replaced at no charge. Product warranty does not cover damage caused by accidents, negligence, or improper care. All replacement, for manufacturer defects or product warranty, will be shipped by our Standard Express unless otherwise agreed.
How do I make an exchange or return?
1. Obtain an Authorization Return Email by contacting our Customer Service Team.
2. Send your glasses back to us and provide our Customer Service Team with the delivery confirmation number.
3. Once we receive your delivery confirmation number, you will either receive a refund within 48 hours or be sent a replacement.
My lenses are scratched. what should I do?
If the scratch is found within 30 days after you received the lenses, contact our customer service team first, then return the lenses for inspection. If our inspection shows the scratch is a manufacturing defect, we will replace it free of charge. Shipping is free both ways. If your lenses got scratched within 1-year warranty period, we will happily replace them for 50% off. Shipping is on you both ways.
What if my frames break?
We offer a one-year warranty on manufacturer defects. Email email@example.com and include your name, order number and a brief description of what's wrong with your frames. Our customer service team will follow up with you as soon as they can.
Can I exchange the glasses I bought for a different pair?
If for some reason the glasses you bought are not working out, you may exchange them for a different pair within 30-day warranty period.
Do you offer to repair glasses?
We do not provide this service.
I sent my glasses back. What is next?
If you sent them back for inspection, we will inspect them and email you the inspection results. If you sent them back for refund or store credit, we will email you when we have processed the refund or the credit.
How do I use my store credit?
The store credit appears as LEO Points in your account, $1 store credit equals to 100 LEO Points. The store credit (LEO Points) will be automatically redeemed on your next order, and the surplus store credit will remain in your account if your order does not consume all the store credit you have.
Can I put my refund on a different credit card than I used on the order?
As part of PCI (The Payment Card Industry Data Security Standard, also abbreviated as PCI DSS) compliance, no refunds will be issued to any card other than the credit card used on the order. If you don’t have access to the credit card on the order, then the amount of the refund will be issued as a store credit only to the customer account used to place the order.