Warranty Replacement Process for Defective Glasses
Overview
If you have purchased glasses that are defective under the warranty, follow this simplified process to secure a replacement. This article provides guidance through all stages of the warranty process, from identifying the type of defect to choosing a replacement.
We provide a one-year warranty for defective glasses starting from the purchase date, covering issues such as chipped frames or damaged lens coatings.
Key Points:
Defective glasses qualify for a free replacement under warranty once verified.
You can select the same frame or choose a new one from the collection.
Returns typically take 1–2 weeks for inspection and processing.
The warranty may cover either repair or replacement, depending on the nature of the damage.
Steps to Initiate a Warranty Claim
Contact Support: Reach out to customer support and provide your order number. - What to Include: Share photos of the defect (e.g., scratches, coating issues) where applicable. Mention your cleaning or lens usage process.
Receive a Prepaid Return Label: You’ll receive a prepaid return label to ship back your defective glasses.
Ship the Glasses: - Use a sturdy box instead of an envelope to prevent damage during transit. - Include all original materials (case, cleaning cloth, demo lenses, and receipt or packing slip).
Choosing Your Replacement
You may choose to get the same frame model and color or select a different one. - Ensure that the new frame and lens features align with the original order.
Provide the name and color of your desired replacement (e.g., Gray-Olive, Dark Havana, etc.). The support team will handle the rest.
If your original frame is unavailable, you may browse the collection to select an alternative. Notify support of your choice.
Please note that you can get either a replacement OR a refund (if within 30 days of receiving the item) OR a credit.
For out-of-warranty cases, discounted replacement options may be available.