Refund policy

Satisfaction Guarantee:

If you are not satisfied with your glasses, you may return them within 14 days of the delivery date for a 50% refund (excluding shipping and handling fees). Our lenses are custom-made specifically for your prescription and cannot be reused or resold. The 50% refund helps cover the cost of these personalized items.

Items must be returned in new, unused condition with all original packaging. We reserve the right to refuse returns if an item shows signs of wear, damage, or alteration. All returns must be approved by our customer service team before being shipped back. Unauthorized returns may not be accepted or refunded.

Shipping costs are non-refundable. If your order originally qualified for free shipping (orders over $89), a $7 shipping fee will be deducted from your refund to cover the original shipping cost.

This ensures we can continue to offer fair pricing while still keeping our lenses affordable and custom-made for every customer.

Example: 

If your order total was $120:

  • 50% refund applies = $60

  • $7 original shipping is deducted

  • Refund total = $53

 

Refunds, if approved, will be issued to the original payment method within 3–7 business days after the returned item is received and inspected. We reserve the right to reject returns that fall outside the conditions outlined in our Return and Refund Policy.

Return Shipping:

Return shipping charges are the customer’s responsibility. We recommend using a trackable shipping method, as we are not liable for lost return packages. It is the customer’s responsibility to ensure returned items are packaged securely. We are not liable for any damage that occurs during return shipping due to inadequate packaging.

For domestic returns only, we can provide a prepaid return shipping label upon request. A $7 fee will be deducted from your refund to cover the cost of the label.

Defective Glasses: 

If your glasses have a manufacturing defect, please contact our customer service team within 30 days of receiving your order. Once verified, you will be eligible for a replacement at no additional cost. Replacement pairs will only be of the same style and color as the original glasses.

To ensure proper inspection and fair handling, the defective glasses must be returned to us before a replacement can be processed. This allows our lab to verify the issue and prevent further manufacturing errors.

Please note, we are not responsible for damage caused by wear and tear, accidental breakage, or misuse.

How to Return Defective Glasses:

  1. Contact Customer Service: Provide your order number and describe the issue with your glasses.
  2. Return the Glasses: Once we confirm the issue, send the defective glasses back to us at the address we provide. Please make sure the glasses are securely packaged to avoid any damage during shipping.
  3. Replacement Processed: After we receive the defective glasses, we will ship your replacement pair as soon as possible.

Packages Marked as Delivered But Not Received:

Once an order has been marked as “delivered” by the shipping carrier, it is considered delivered. We are not responsible for lost or stolen packages after delivery has been confirmed.

If your package is marked as delivered but cannot be found:

  • Please check with neighbors and your local postal office

  • Contact your local USPS branch with your tracking number

  • Reach out to us, and we will assist by opening a carrier investigation

We must wait for for the shipping carrier to complete their investigation before we can determine the next steps. We do not offer automatic refunds or replacements for packages marked as delivered. A formal investigation must be completed by the shipping carrier, and outcomes will be reviewed on a case-by-case basis.

Refund Method:

Refunds for orders made via credit card will be issued to the original card account. If your card was lost, replaced, or expired, your bank will typically route the refund to your replacement card or account. Alternative refund methods (e.g., paper check) will incur a a $5 manual refund fee, to cover processing and postage.  

Money Orders / Third-Party Payments. We cannot send refunds to institutions or third parties if the original payment was not from your account. If the payment was made via an outside money order, please provide your preferred mailing address for any refund check.

Exchanges:

Due to the unique nature of our products, we have the following exchange policy:

1. Color Exchange (Same Frame Model Only)

We understand that sometimes a change in color might be desired. Therefore, we offer exchanges for the same frame model with a different color. Please note that we cannot accommodate exchanges for a different frame model or style.

  • Exchange Fee:
    • $10 fee for standard full and half-rim frames
    • $20 fee for rimless frames

The exchange fee is necessary as we must carefully remove your lenses from the original frame and install them into the new frame.

2. Different Frame Model or Style

If you're interested in switching to a completely different frame model or style, this will be processed as a return. You will receive a store credit equal to 50% of your original frame purchase price, which can be applied toward a new order on our website.

How to Initiate an Exchange

To begin the exchange process, please contact us within 14 days of receiving your order. We will guide you through the steps and provide you with the necessary instructions for returning your frame.

Exchanges are subject to company discretion and may incur a fee. To qualify for an exchange, glasses must be in new, unused condition. We reserve the right to refuse exchanges if an item shows signs of use. 

If you have any questions or concerns regarding your order or exchange request, please contact us.

Lens Remake & Frame Submissions:

To ensure quality, safety, and fairness to all customers, the following policy applies to any glasses or frames sent in for lens replacement or remakes:

Prior Authorization Required

Please contact our customer service team before mailing any frames back to us. Frames sent without prior approval may be refused, disposed of, or returned at the customer’s expense. Unauthorized returns disrupt our workflow and may delay remake processing.

Condition of Frames

Frames sent in for lens replacement must be clean, intact, and in wearable condition. Frames that arrive broken, corroded, heavily worn, or unsanitary (including soiled, sticky, or visibly contaminated surfaces) will not be accepted for service.

A $15 cleaning and handling fee may apply for frames that require extra sanitation or cleaning before processing. 

However, we reserve the right to refuse any frame that our team or our partner lab determines to be unsafe, unsanitary, or beyond reasonable repair even if the customer offers to pay the cleaning fee.

All cleanliness and safety determinations are made at our discretion and are final. We will not debate or override our lab’s professional judgment on whether a frame meets sanitation or repair standards.

Remake Time Frame:

We only accept remake requests within 12 months of delivery, and only after approval from our support team. Requests outside of this window may not be eligible.

Non-Repairable Frames:

If a frame is determined by our lab to be unsafe or beyond repair , we will contact you with photos and options. In such cases, customers may choose to have the frame returned (return shipping at customer’s cost) or disposed of safely by our team.

Liability:

Choice Eyewear is not responsible for any damage that occurs during shipment when customers send in their own frames. We recommend shipping your glasses in a sturdy box with ample padding and tracking.

By sending in your frame for lens replacement, you agree to these terms.

Prescription Accuracy:

Glasses are processed based on the prescription you provide. We are not responsible for any errors in the prescription for mail-in or phone orders that do not include a copy of your prescription. Orders submitted without a physical copy of the prescription are processed at the customer’s risk. We are not responsible for any lens inaccuracies caused by incorrect or incomplete information provided by the customer.

To ensure the accuracy of your order, we highly recommend that you send us your prescription either by:

Please note that additional charges may apply if a prescription error occurs that is not due to a manufacturing defect.

Order Rejections and Responsibility:

Please be advised that we are not responsible for any order rejections resulting from institutional policies, restrictions, or any external factors beyond our control. We strongly recommend that you carefully review all frame measurements, specifications, and relevant requirements before finalizing your purchase to ensure the product meets your needs.

Order Confirmation

It is the customer's responsibility to carefully verify all order details, including frame color, size, lens options, and any other specifications, as outlined in the order confirmation email. If you do not receive a confirmation email within 12 hours of placing your order, please contact us immediately to ensure your order has been successfully processed.

For orders placed by phone, a customer service representative will verify and confirm all order details verbally.

Cancellation Policy

Due to the custom nature of our glasses, cancellation requests must be made within 12 hours of placing the order in order to receive a full refund.

Cancellations or changes made after this 12-hour period will incur a 50% fee to cover processing and production costs. Requests to cancel or modify your order should be sent to info@choiceeyewear.com.

Returned Payments

If any check is returned, reversed, or dishonored for any reason, a $15 returned payment fee (or the maximum permitted by law, if lower) will apply. We require replacement payment before processing or shipping.

We Reserve the Right to Refuse

We reserve the right to deny service, returns, or exchanges to individuals who abuse our policies, submit fraudulent claims, or exhibit suspicious behavior that may harm our business.

To maintain fairness and quality control, all replacements, remakes, and exchanges must follow our official policy and return process. Our team and lab cannot make exceptions. 

Last updated: November 2025