Return and Replacement
Lensmart offers a 365-day warranty (warranty will be determined by the date of the parcel signed) covering clear defects in material and workmanship, and a one-time replacement will only be issued if there are clear defects in material and workmanship. Our objective is simple: to make sure every customer has a wonderful purchasing experience with us.
Considering the unique nature of the product, glasses are customized items that cannot be replaced or returned due to non-quality issues. Contact lenses are non-returnable once shipped.
The frame and product packaging should remain original with the accessories and gifts included, and the packaging needs to be in proper care. It will have no adverse effect on secondary sales. The products may be returned and replaced within 15 days of the date once they were received.
Refunds are 70% of the lens and 100% of the frame. (The above amounts are calculated based on the actual payment amount, If the order is free shipping, we need to deduct the shipping fee).
All costs associated with the return and replacement of items due to non-quality concerns, such as the freight for self-return & replacement and re-delivery by Lensmart, are the responsibility of the person who initiated the return and replacement.
Once the order has been returned, the shopping points that were awarded by the system will be withdrawn from the user's points balance. The points will be negative and inaccessible if the user does not have enough points, the points will be reset to zero.
After 15 natural days since the products are received, Lensmart will terminate the order's return and exchange application channel immediately. Lensmart is unable to accept your return and exchange application anymore. Lensmart recommends that you check the status of the items immediately after package signing in order to defend your rights and interests better. If you have any difficulties, please contact Lensmart as soon as possible for return and exchange services.
Unpaid order: Please complete your payment once your place an order. Unpaid orders will be valid for 3 days only. Lensmart will immediately cancel the order if it is over 3 days. (Certain goods may be sold out at the time of your purchase, and the platform will automatically cancel it for you.)
Once the order has been canceled, the shopping points that were awarded by the system will be withdrawn from the user's points balance. The points will be negative and inaccessible if the user does not have enough points, the points will be reset to zero.
If you want to modify/cancel your order, please contact Lensmart Customer Service Team（firstname.lastname@example.org) after placing the order. An extra charge will be generated if there is a price difference. For any requests for modification/cancellation during customization or after shipment, please refer to the chart below to check the additional charges.
A refund request made after the glasses been shipped and in transit, we can only refund 70% of the amount of the order due to the cost of the order. And the customer need to return the glasses to our warehouse after receiving the glasses.
- Product problems:
Style or size problem: if you do not like the style or the size does not fit, we can provide a one-time replacement for you. We will also need to charge an express fee (you can choose other styles on our website for a replacement with a price difference charged);
The replacement caused by the wrong and unusable customized lens caused by the customer's personal reasons requires the customer to pay the extra cost of re-customizing the lens and the shipping fee for reissue;
Uncomfortable prescription: wearing glasses comes with an adjustment period. Some people experience minor headaches, sore eyes, and dizziness when wearing a new pair of glasses. Usually, we recommend customers get used to the glasses (especially progressive lenses) for 3-5 days. If you still experience the issues mentioned above, please contact us.- Delivery issues:
Unreceived package: please go to the local post office to pick up your package as soon as possible after receiving our notice for pick-up. We only provide a one-time reissue of the returned package caused by the wrong address provided by the customer. However, if you don’t reply within 15 days, the re-delivery service will be canceled, and we can provide you with a 50% discount coupon as compensation.
Any return without informing first will not be accepted and the shipping fee might be charged.
If you bought glasses during the promotion and need to replace/return one pair upon receipt, we will return or replace them on a pro-rata basis after deducting the discounted amount. If you made a mistake during the order, you could contact Lensmart Customer Service Team to get a special discount for future purchase or a partial refund to the original payment account (debit/credit card or PayPal).
The custom time of the lens will be different due to different lens types and the delivery time will be different depending on the logistics company, please refer to the chart below to check the exact custom time and delivery time:
For example, if you have ordered progressive lenses and selected Exclusive Express, your estimated delivery time will be about 17-30 business days after placing the order; if you have ordered progressive lenses and selected USPS Express, your estimated delivery time will be about 19-30 business days.
- Secondary after-sales service
After the replacement/rework of the original order, the cost of subsequent replacement/rework will be regarded as 50% of the value of the order (we won't charge it). If you still have problems regarding to replacement/reworked glasses, please contact our customer service and tell us the specific reason. If you still need a refund, the refund will be 50% of the price of the original order.
Note: Our warranty doesn’t cover damage and/or return requests caused by accidents, negligence, or improper care.
If there is any manufacturing error, please contact us and we will remake new glasses for you at no additional charge or issue a full refund after the issue is confirmed.