Refund policy

REFUND, RETURN & REMAKE POLICY

At Choice Eyewear, most eyewear is made to order. Whether prescription or non-prescription, lenses may be individually produced, processed, and installed into the selected frame specifically for your order. Once lenses have been made and installed, they generally cannot be reused or resold.

For this reason, all made-to-order eyewear with lenses is subject to our 50% satisfaction-return policy, including prescription and non-prescription eyewear.

Only eligible frame-only purchases, ready-made non-prescription sunglasses, and accessories qualify for our standard full-refund return policy described below.

Please review this policy carefully before placing your order.

Nothing in this policy limits any rights or remedies available under applicable law.

1. MADE-TO-ORDER EYEWEAR — 50% SATISFACTION RETURN

If you are not satisfied with made-to-order eyewear, you may request a return within 14 days of delivery.

Because the lenses are made, processed, and/or installed specifically for your order and generally cannot be reused or resold, eligible returns receive a refund equal to 50% of the amount actually paid for the returned made-to-order eyewear after applicable discounts and promotions.

The 50% refund applies to the entire made-to-order eyewear item, including the frame, lenses, lens upgrades, coatings, tints, and other options included in that item.

Shipping charges are not included when calculating the 50% refund.

What Is Considered Made-to-Order Eyewear?

The 50% satisfaction-return policy applies to eyewear for which Choice Eyewear produces, processes, customizes, and/or installs lenses specifically for the customer’s order, including, where applicable:

Prescription eyewear
Single-vision prescription eyewear
Bifocal and progressive eyewear
Readers
Non-prescription clear-lens eyewear
Blue-light eyewear
Transition/photochromic lenses
Tinted or customized lenses
Impact-resistant lenses
High-index lenses
Other custom lens options

The 50% policy applies even when the lenses do not contain a prescription if the lenses were made, processed, customized, or installed specifically for the order.

Examples

If you paid $80 for made-to-order eyewear, the eligible satisfaction refund is $40.

If eyewear was regularly $100 but you paid $80 after a discount, the eligible satisfaction refund is $40.

If you purchase two made-to-order pairs and return only one, the 50% refund is calculated based on the amount actually paid for the pair being returned.

Return Requirements

To qualify:

Contact Choice Eyewear within 14 days of delivery.
Return the eyewear in its original condition, subject to reasonable inspection or try-on.
Include the accessories originally provided with the eyewear.
Follow the return instructions provided by Choice Eyewear.

For standard satisfaction returns, the customer is responsible for return shipping costs.

Choice Eyewear does not provide prepaid return labels for standard satisfaction returns.

This satisfaction-return policy does not apply to verified Choice Eyewear manufacturing or fulfillment errors. Those situations are handled under Section 3.

2. ITEMS ELIGIBLE FOR FULL-REFUND RETURNS

The following products may qualify for a refund of 100% of the amount actually paid for the eligible returned item when returned within 14 days of delivery:

Frame-only purchases with no lenses made or installed by Choice Eyewear
Ready-made non-prescription sunglasses that have not been customized or fitted with made-to-order lenses
Accessories

Original shipping charges are excluded from the refund.

To qualify, the product must be returned:

unused or only reasonably inspected or tried on;
in its original condition;
free from damage, scratches, alterations, or signs of wear; and
with original packaging and included accessories, where applicable.

The customer is responsible for return shipping costs for standard satisfaction returns.

Products that have been damaged, altered, excessively worn, or otherwise returned in a condition that prevents resale may not qualify for a full refund.

Clearance, final-sale, personalized, or specially designated products may be excluded from standard returns when clearly disclosed at the time of purchase.

3. MANUFACTURING DEFECTS OR CHOICE EYEWEAR ERRORS

If you believe your eyewear has a manufacturing defect or was made differently from the prescription or order specifications properly submitted and accepted for your order, please contact us within 30 days of delivery before returning the eyewear.

Please do not mail the product back until you have received return instructions from Choice Eyewear.

To help us evaluate the issue, we may request:

photographs or video of the eyewear;
a copy of the prescription submitted with the order;
a description of the issue;
photographs of lens markings, measurements, packaging, or other relevant details; or
return of the eyewear for inspection by Choice Eyewear or our laboratory.

Reporting a suspected manufacturing defect does not automatically qualify an order for complimentary return shipping, a remake, replacement, or refund. Choice Eyewear must first have a reasonable opportunity to evaluate the reported issue.

If we determine that the eyewear should be returned for evaluation of a suspected manufacturing or Choice Eyewear error, we will provide return instructions and, when appropriate, a prepaid return shipping label.

Providing a prepaid return label for evaluation does not mean that a manufacturing defect or error has been confirmed.

Once received, the eyewear may be inspected by Choice Eyewear or our laboratory.

If We Made an Error

If we confirm that Choice Eyewear or our laboratory made an error, we will cover the applicable return shipping costs and provide an appropriate remedy, such as a remake, replacement, repair, or refund, depending on the circumstances.

Verified Choice Eyewear manufacturing or fulfillment errors are not subject to the 50% satisfaction-return deduction.

If No Manufacturing Error Is Found

If inspection determines that the eyewear was manufactured according to the prescription, lens selections, and specifications properly submitted with the order and no covered manufacturing defect is found, the matter will not be treated as a Choice Eyewear manufacturing error.

Any available return, remake, exchange, or other accommodation will instead be handled under the applicable portion of this policy.

Normal wear and tear, accidental damage, misuse, improper care, customer alterations, style or fit preferences, or errors in prescription, PD, measurements, lens selections, or other information supplied by the customer are not considered Choice Eyewear manufacturing defects, except where otherwise required by applicable law.

4. PRESCRIPTION & ORDER INFORMATION

Customers are responsible for carefully reviewing and accurately submitting all information required for their order, including, where applicable:

Sphere (SPH)
Cylinder (CYL)
Axis
ADD power
Pupillary distance (PD)
Prism information
Lens type and options
Frame selection
Shipping information
Other measurements or customization selections

Choice Eyewear manufactures eyewear according to the prescription, lens selections, and other order information submitted or otherwise confirmed for the order.

We are not responsible for remakes or refunds resulting from inaccurate, incomplete, outdated, incorrectly entered, or incorrectly selected information provided by the customer, to the extent permitted by applicable law.

For example, if a prescription is entered as +2.00 instead of -2.00, an incorrect PD is provided, or the wrong lens option is selected, this is considered a customer-submitted information error rather than a Choice Eyewear manufacturing error.

Please review your order confirmation carefully and contact us as soon as possible if you notice an error.

5. ORDER CHANGES & CANCELLATIONS

Because eyewear with lenses is made to order, production may begin shortly after an order is placed.

Within 12 Hours

Orders canceled or changed within 12 hours of being placed are generally eligible for cancellation or modification without a production-related cancellation fee, provided production has not progressed to a stage where the requested change cannot reasonably be made.

After 12 Hours

After 12 hours, lenses or customized products may already be in production.

If cancellation or a substantial change is still possible, a 50% cancellation/change fee may apply to the affected made-to-order products.

Once production has progressed beyond the point where an order can reasonably be modified or canceled, we may be unable to accommodate the requested change.

Please contact us as soon as possible if you need to change or cancel an order.

6. ORDER CONFIRMATION

Customers are responsible for reviewing their order confirmation and promptly notifying Choice Eyewear of any errors in the prescription, frame, lens options, quantity, shipping address, or other order information.

An automated order confirmation acknowledges that we received your order and does not necessarily constitute final acceptance of the order.

Pricing, promotional, checkout, discount, or technical errors are governed by our Terms of Service.

7. FRAME EXCHANGES & EXISTING LENS TRANSFERS

If you wish to exchange a frame after lenses have already been made, please contact us to determine whether the existing lenses can safely and properly be transferred into another frame.

Lens transfers are subject to compatibility, condition, and laboratory inspection.

A transfer may not be possible if:

the replacement frame is incompatible with the existing lenses;
the lenses are damaged, chipped, cracked, scratched, brittle, excessively worn, or otherwise unsuitable for transfer;
the frame or lenses have changed shape or condition through use;
removal or installation would create an unreasonable risk of damaging the lenses; or
our laboratory determines that the transfer cannot be completed safely or reliably.

Choice Eyewear and our laboratory reserve the right to decline a lens transfer when we reasonably determine that it cannot be safely or properly completed.

Applicable frame price differences, service fees, and shipping charges may apply and will be communicated before the service is completed.

8. CUSTOMER-PROVIDED FRAMES & LENS REMAKES

If Choice Eyewear accepts a customer-provided frame for new lenses or another service, the frame must be in suitable condition for laboratory work.

Used and older frames can become brittle, weakened, warped, cracked, or otherwise compromised over time, even when damage is not immediately visible.

Our laboratory may decline to work on a frame that it reasonably determines is:

excessively worn;
damaged or cracked;
brittle or structurally weakened;
unsanitary;
incompatible with the requested lenses or service; or
otherwise unsuitable for safe laboratory processing.

If a customer-provided frame is declined, we will contact you regarding available options.

For safety and quality-control purposes, Choice Eyewear and our laboratory reserve the right to determine whether a customer-provided frame is suitable for service, subject to applicable law.

9. RISKS ASSOCIATED WITH EXISTING LENSES & FRAMES

Removing, installing, adjusting, or transferring lenses in previously used eyewear involves inherent risks.

Older lenses may develop small chips, scratches, stress points, edge damage, coating deterioration, or brittleness that may not be apparent until the lenses are removed or inspected by the laboratory.

Similarly, older frames may become brittle or structurally weakened over time.

If our laboratory discovers that an existing lens or frame cannot safely or reliably be used for the requested service, we may stop the service and contact you with available options.

We will not knowingly proceed with a transfer or service that our laboratory reasonably believes is likely to result in an unsafe or unreliable finished product.

10. RETURN SHIPPING

Standard Satisfaction Returns

For all standard satisfaction returns, the customer is responsible for return shipping costs.

This includes:

made-to-order eyewear subject to the 50% refund policy;
frame-only purchases;
ready-made non-prescription sunglasses;
accessories;
returns based on style, fit, color, appearance, or personal preference;
customer-submitted prescription or PD errors; and
incorrectly selected lens or product options.

Choice Eyewear does not provide prepaid return shipping labels for standard satisfaction returns.

Suspected Manufacturing or Choice Eyewear Error

If you believe your order contains a manufacturing defect or Choice Eyewear fulfillment error, contact us before returning the product.

We may request photographs, prescription information, measurements, or other documentation before determining whether the product should be returned.

If we determine that a return is appropriate for evaluation of a suspected manufacturing or fulfillment error, we will provide return instructions and, when appropriate, a prepaid return shipping label.

Simply reporting a suspected manufacturing defect does not automatically qualify a return for complimentary shipping.

Providing a prepaid label for inspection does not mean that a manufacturing defect or error has been confirmed.

If inspection confirms a Choice Eyewear or laboratory error, Choice Eyewear will cover the applicable return shipping costs.

Packaging & Tracking

Customers using their own return shipping method are strongly encouraged to use a trackable service and securely package the eyewear to prevent damage during transit.

Choice Eyewear is not responsible for customer-arranged return packages that are lost or damaged before being received by us, except where responsibility cannot legally be excluded.

11. ORIGINAL SHIPPING & FREE-SHIPPING ORDERS

Original shipping charges are generally non-refundable unless the return results from a verified Choice Eyewear error or otherwise required by law.

If an order originally received free shipping and a return causes the remaining merchandise kept by the customer to no longer satisfy the free-shipping requirements that applied to the original order, the standard outbound shipping charge that would otherwise have applied may be deducted from the refund, where permitted by law.

If the remaining merchandise would still have qualified for free shipping, no outbound shipping deduction will be made solely because part of the order was returned.

Example

If two $80 items qualified together for free shipping and one is returned, the remaining $80 purchase would not have independently qualified for free shipping. The applicable standard outbound shipping cost may therefore be deducted from the return.

If the customer keeps enough merchandise to continue satisfying the applicable free-shipping requirement, the standard outbound shipping cost will not be deducted solely because another item was returned.

Please see our Shipping Policy for current shipping rates and free-shipping eligibility.

12. HOW REFUNDS ARE CALCULATED

Made-to-Order Eyewear

For an eligible satisfaction return of made-to-order eyewear:

Refund = 50% × amount actually paid for the returned made-to-order item after applicable discounts and promotions

The amount actually paid includes the applicable frame, lenses, lens upgrades, coatings, tints, and other options included in the returned made-to-order eyewear.

Shipping charges are excluded from this calculation.

Frame-Only Purchases, Ready-Made Non-Prescription Sunglasses & Accessories

Eligible products in these categories may receive:

100% of the amount actually paid for the eligible returned item

Original shipping charges are excluded.

Discounts & Promotions

Refunds are based on the amount actually paid after applicable discounts, promotions, credits, or other price adjustments.

Discounts do not have separate cash value and are not refunded in addition to the amount actually paid.

For an order containing multiple products, an order-level discount may be reasonably allocated among the products in the order. The refund for a returned product will be calculated using the resulting amount actually paid for that product.

Example

If made-to-order eyewear is regularly $100 and a 20% discount reduces the amount paid to $80:

$80 × 50% = $40 refund

The refund is not calculated from the original $100 price.

Any applicable outbound shipping deduction described in Section 11 may then be deducted from the refund.

13. REFUND PROCESSING

Once your return is received, we will inspect the item and determine whether it qualifies under this policy.

If approved, the applicable refund will generally be issued to the original payment method.

Please allow additional time for your bank, credit card issuer, or payment provider to process and post the refund after Choice Eyewear issues it.

Processing times vary by financial institution and payment method.

14. STORE CREDIT

If Choice Eyewear offers store credit as an alternative resolution, the amount and applicable conditions will be communicated when the credit is offered.

Store credit generally has no cash value and is subject to any terms disclosed when issued, except where otherwise required by law.

15. DAMAGED OR INCORRECT ITEMS

Please inspect your order promptly after delivery.

If you receive an incorrect item or your order arrives damaged, contact us as soon as reasonably possible.

We may request photographs of:

the eyewear or product;
the shipping package;
the damage;
labels or markings; or
other relevant information.

Please retain the product and packaging while the matter is being reviewed.

If the issue is confirmed to have resulted from Choice Eyewear, our laboratory, or our fulfillment process, we will provide an appropriate remedy and cover applicable return shipping costs.

16. LOST, STOLEN, OR MISSING PACKAGES

Issues involving packages marked delivered, lost shipments, carrier delays, shipping-address errors, or other delivery matters are handled according to our Shipping Policy.

Please contact us if you experience a delivery issue so we can assist with the appropriate carrier process where available.

17. REFUSAL OF UNSAFE OR UNSUITABLE SERVICE

Choice Eyewear may decline a repair, remake, lens transfer, adjustment, or other service when our team or laboratory reasonably determines that completing the requested service would be unsafe, unreliable, technically unsuitable, or likely to damage the eyewear.

If we are unable to complete a paid service for this reason, we will contact you regarding the applicable refund, credit, alternative product, or other available options.

18. POLICY ABUSE & FRAUD

Choice Eyewear reserves the right to deny returns, refunds, exchanges, credits, complimentary return shipping, or other accommodations involving suspected fraud, materially false information, altered products, return abuse, or other misuse of this policy, subject to applicable law.

We may require reasonable documentation or inspection before approving a refund, replacement, remake, or complimentary return shipping.

This provision does not restrict customers from making legitimate complaints, reporting defects, disputing transactions, or exercising rights available under applicable law.

19. RELATED POLICIES

This Refund, Return & Remake Policy should be read together with our:

Terms of Service
Shipping Policy
Privacy Policy

Pricing, promotional, discount, checkout, or technical errors are governed by our Terms of Service.

Shipping rates, free-shipping eligibility, carrier delays, delivery issues, and lost or missing packages are governed by our Shipping Policy.

20. CONTACT US

To request a return, report a problem, or ask about an order, please contact:

Choice Eyewear
745 Portola Drive
San Francisco, CA 94127
Phone: 415-753-8801
Email: info@choiceeyewear.com

When contacting us about an order, please include your order number and a brief description of the issue so we can assist you efficiently.

Last updated: Sept 2026